On September 23, 2013, the NDTV Group appointed former Attorney General Of India, Soli Sorabjee as an Independent Ombudsman. According to the role as described on the NDTV website, Sorabjee will investigate any viewer complaints regarding NDTV news coverage. While NDTV might be the first TV Group to appoint an Ombudsman, this isn’t the first time that an Indian media organisation has appointed one.

You’d never have thought it, but The Times of India was the first mover in this area. In 1988, TOI had appointed former Chief Justice of India, PN Bhagwati as an external Ombudsman. The Chief Justice’s role lasted only for a couple of years and no one else has been appointed to the position since.  In 2006, The Hindu had appointed a Readers’ editor to address viewer complaints. The Telugu media organisation, Hyderabad Media House also has a Readers’ editor.

This is a practice which has been followed internationally for a while now. In 1997, The Guardian had appointed an internal ombudsman known as a Readers’ editor, who would have the same powers as an independent Ombudsman. The New York Times has also been following this model since 2003.

The question is what is the gamut of an Ombudsman’s role and what will Sorabjee’s responsibilities be?

According to the Organisation of News Ombudsmen – an “ombudsman is someone who handles complaints and attempts to find mutually satisfactory solutions. A news ombudsman receives and investigates complaints from newspaper readers or listeners or viewers of radio and television stations about accuracy, fairness, balance and good taste in news coverage. He or she recommends appropriate remedies or responses to correct or clarify news reports”.

Is Sorabjee’s role really staying true to the letter and spirit of News Ombudsmen? We asked Sonia Singh, Editorial Director, NDTV what Sorabjee’s role would encompass and why he was chosen as their first Ombudsmen.

1. What are the reasons behind the appointment of an Ombudsman for your company?

NDTV is committed to integrity and balance in our journalism, we felt that an independent Ombudsman would bring a different and very valuable perspective to our ongoing efforts to make sure our journalism continues to adhere to the strictest standards of truth and credibility

2. What will be the role and duty of Soli Sorabjee as the Ombudsman?

Mr Sorabjee will be completely independent from NDTV and will in his role adjucate any complaints by viewers which they feel have not been addressed by the Editorial heads of NDTV channels. With this appointment, NDTV now has 3 levels of monitoring, the Editors of NDTV, an independent self-regulatory body, the NBSA and an Ombudsman.

3. What will be the process of complaint, investigation and redressal?

Mr Sorabjee has his own web page on our website, all complaints addressed to him will be accessed by him once a week. He will then reply on this webpage. Regarding investigation, he will have access to any footage he needs regarding complaints received by him plus be able to ask any of our Editors and journalists for clarifications regarding complaints against them.

4. Why do you think Soli Sorabjee is fit for the post of Ombudsman?

I think his record is self-explanatory. Attorney general at the time of the Vajpayee government, he is one of India’s most eminent jurists with an unimpeachable reputation for integrity.He is also a vocal advocate of freedom of speech and expression yet believes strongly in a responsible media, values he shares with NDTV.

We also asked Soli Sorabjee about his role and why he felt there was a need for a News Ombudsman.

According to him – “There is a trust deficit of the public in media reporting largely owing to the perception, which may be exaggerated, that media reporting is not accurate, fair and objective, there is a tendency towards sensationalism and sometimes there is trial by media which severely damages the reputation and fair trial of a suspect/accused. Repercussions on our national interest and security in breaking a juicy news story are not always kept in mind. Media in our country is rightly regarded as the Fourth Estate. Therefore it is essential to ensure its credibility. Otherwise people will believe all kinds of rumours and unauthentic information which is not good for our democracy. The sole reason for my accepting the role of the Ombudsman is to look into complaints and if they are prima facie well-founded, to advise corrective measures”.

An Independent Ombudsman is definitely a much-needed step taken by NDTV to address the concerns of their viewers. It’s worth mentioning that someone outside the field of journalism has been chosen to keep an editorial eye on a Group. After all, we haven’t seen this step fare very well in the case of Justice Katju and his role as Chairman of Press Council Of India. The Hindu’s erstwhile Ombudsman, K Narayanan had been with The Hindu since 1955 in various editorial roles. Chris Elliott, Guardian‘s current Readers’ Editor was earlier Managing Editor, news editor and reporter.

One can’t but wonder whether this role will simply remain one in name, or whether we will see some concrete and tangible steps being taken by Sorabjee. Many allegations are hurled at NDTV every other week – from Barkha’s Nira Radia episode to motivated reports and we imagine rants which cyberspace is so full of such as “sickular”, “congi” and so on – Sorabjee is going to have his hands full in his new role. It is definitely a step in the right direction for the Group. Also a word of caution to Soli. Be ready for attacks coming your way too, and demands for an ombudsman to the ombudsman. God speed and good luck.