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:
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:
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
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