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Complaints


Introduction

An Lár TV aims at all times to provide a valuable and informative service to our viewers. We endeavour to ensure programme material complies with standards considered acceptable in contemporary Irish society, ensure viewers are protected from undue offence and harm, and provide viewers, in a clear manner, with advance notice of material which has the potential to offend by a clear labelling mechanism. An Lár TV is a signatory of the ODAS Code of Conduct.


If you would like to give feedback to An Lár TV on any aspect of An Lár TV’s service, e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it using the subject feedback, or alternatively you may write to us at:


An Lár TV

The Synergy Centre

ITT Dublin

Tallaght

Dublin 24


Complaints


Should you wish to make a complaint about An Lár TV’s programming or a segment of a programme, or about advertising on An Lár TV, this document outlines our Code of Practice.


In relation to more serious complaints, An Lár TV has in place a Code of Practice for complaints handling. An Lár TV is a signatory to Code of Conduct for On Demand Audiovisual Media Services made available under the jurisdiction of the Republic of Ireland. The relevant body drawing up this code is the On Demand Audiovisual Services Group (ODAS).


This Code of Practice sets out and explains our complaints handling process and ensures that all complaints made under this Code will be dealt with in an efficient and effective manner.


If you wish to make a complaint about any programme or programme segment, or advertisement or commercial broadcast, you may make a complaint in writing to:


An Lár TV

The Synergy Centre

ITT Dublin

Tallaght

Dublin 24


Please include:

  • your name and address
  • the date, time and channel of broadcast
  • the name of the programme/commercial communication that is the subject of your complaint
  • details of what in the broadcast caused you to make a complaint


Alternatively you may submit your complaint by e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .


If your complaint does not contain all of the information required we cannot guarantee that it will be processed. An Lár TV shall not accept complaints which we deem to be frivolous and/or vexatious in nature, nor will complaints using offensive or threatening language be responded to.

Acknowledgement and Appeal


An Lár TV will acknowledge your complaint within 5 working days and will undertake an investigation. An Lár TV will respond to your complaint within 15 working days.

Your complaint may be upheld or rejected by An Lár TV. If your complaint is rejected, it means we believe our broadcast was in compliance with our obligations. Upholding a complaint means we believe that our programming did not meet our obligations.

If your complaint is upheld, we will attempt to resolve it to your satisfaction. The manner of resolution shall be decided on a case by case basis and may take the form of an apology, a correction, clarification and/or the offer of a rebuttal as appropriate.

When a reasonable complaint has been accepted by An Lár TV, we will work to resolve the issue in question, as efficiently as possible. An appropriate member of staff will:

  • Contact you to acknowledge receipt of the complaint within 5 working days
  • Consider the issues raised in your complaint and review the broadcast identified in your complaint.
  • If appropriate, contact any person to whom your complaint in order to allow them to provide their input into An Lár TV’s response.


An Lár TV will respond to your complaint within 15 working days of receipt, and will, as far as practicable, address all issues raised in your complaint. An Lár TV’s decisions shall be outlined in this complaint.


Appeals


If you are unhappy with An Lár TV’s response, you may escalate the complaint to The Operations Director, An Lár TV.


In this instance a further investigation will be conducted and a response will be issued within 10 working days from receipt of the appeal.


Regulatory Bodies

If you are not satisfied with our response you can refer your complaint to the Broadcasting Authority of Ireland (BAI). The BAI will consider your complaint and may carry out a review of the complaint and An Lár TV’s response.


Information on how to refer your complaint to the BAI is available on the BAI website www.bai.ie or from the following address:

Complaints Officer
Broadcasting Authority of Ireland
2-5 Warrington Place
Dublin 2

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

If your complaint is in regard to advertising or commercial communications, you may refer your complaint to the Advertising Standards Authority of Ireland (ASAI).


The Advertising Standards Authority for Ireland,
Ferry House,
48 Lower Mount Street
Dublin 2


Viewers may use an on-line complaint form available at www.asai.ie


An Lár TV is required to abide by the decisions and recommendations of the ASAI and BAI and to take appropriate actions if required.

Record of complaints


An Lár TV maintains records of all complaints submitted in accordance with this Code of Practice for a period of 1 year. Our records include copies of your complaint, response/s and the copies of the broadcast material in question.

Code of Practice Review


This code of practice will be reviewed annually and upon updates to the ODAS Code of Conduct