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Linda McAuley, Presentator, On Your Behalf, BBC Radio Ulster

Which came first – consumer affairs or radio?

Radio came about by chance when Downtown started in 1976. I was working in the Newsroom at the time and no-one wanted to read the greyhound racing results. I did – this led to a job reading the news in Downtown, presenting the Breakfast Show with Hendi. I was later head-hunted by Radio Ulster - starting off working on the ‘Drivetime’ show and then moving to ‘Morning Extra’ before ‘On Your Behalf’ which began in 1994. I’ve always felt strongly about consumer affairs and the programme has developed from there.

What key personal characteristics do you need for your job?

For this role I think you need to really care about people and have a strong sense of fairness. It is also vital to be the type of person who doesn’t take no for an answer.

Is there such a thing as a typical working day for you?

I have no typical working day. I might be in the office or recording in studio. However, the bit of the job I like best is getting out and about meeting people and hearing their stories.

How do you select the issues you discuss on the programme?

We try to cover as many of the questions that people bring to our attention as possible plus, of course, the topical issues of the day. However, we do have to bear in mind that as well as being informative, it has to be a good listen.

How do you research the advice you give?

We thoroughly investigate all the issues surrounding the cases we feature. We also rely on experts from various fields to help us in providing the best information and advice to consumers. Professor Eileen Evason is a good example – she deals with listeners’ queries on benefits and social security. I’m also particularly proud of our good working relationship with the Consumer Council, Trading Standards Service, Belfast City Council’s Consumer Advice Centre and the NI Citizens Advice Bureau, plus other organisations specialising in Housing, Debt and Finance.

Can radio help communicate with socially isolated consumers?

Radio is a wonderful companion to many people in Northern Ireland. In fact, we’re often people’s last hope if they can’t get help from anywhere else. So many letters we receive begin with “I don’t know who else to turn to…”

I really do have sympathy with the public who can’t get through to someone who can deal effectively with their problem. ‘On Your Behalf’ is in the privileged position of being able to go straight to the top and reach the real decision makers. People tend to trust familiar voices on Radio Ulster and it is a pleasure for me to talk to people or speak to groups and be made so welcome. One such group was thrilled to meet me in person, except for one woman who said she thought I sounded taller on the radio!

Is it daunting to address consumers on live radio?

It is a huge responsibility and I get a real buzz from broadcasting, but I wouldn’t call it daunting – not after 30 years. It is more of a way of life for me now.

How does the Consumer Council assist you in your role?

The Consumer Council is a huge support. We have worked together on issues ranging from rising gas prices and water rates to bank charges and more recently the collapse of Farepak. We regularly refer consumers’ queries to the Consumerline Helpline on 0845 600 6262. I have also worked with the Council on the Young Consumers Competition, run in conjunction with Trading Standards for a number of years now. The standard is extremely high and the competition will hopefully help influence the next generation of consumers.

What are the challenges and satisfactions of the job?

Making a difference to someone’s life is both challenging and satisfying.

Receiving a note, card or phone call from a listener that you have been able to help makes it all worthwhile. It was also an honour to scoop this year’s Trading Standards Institute's Regional Consumer Journalist of the Year, Northern Ireland award, while ‘On Your Behalf’ won the Best Consumer Programme, Radio and Television title in June 2006.

What topic have you most successfully covered on the show?

The ongoing consumer difficulties with bank charges allowed us to work closely with Eleanor Gill of the Consumer Council. Working with the Council and using the ‘On Your Behalf’ airways we were able to disseminate key information on the matter to people across Northern Ireland. A more individual example would be a woman with breast cancer who was refused Statutory Sick pay because she was told she hadn’t paid enough in National Insurance. We were able to prove that she had and she got thousands of pounds back dated. That really made a difference.

How do you unwind out of work?

I enjoy playing golf, walking along the Bangor coastline near my home and getting away from it all on holiday.