The Broadcasting Authority of Ireland (BAI) has introduced changes to how the public makes complaints about Irish radio and TV shows. From now on, all complaints about programming and commercial communications, including advertising, sponsorship and product placement, must first be made to the broadcaster.
The changes have been introduced in the context of Section 47 of Broadcasting Act 2009 after consultation with broadcasters. The ruling requires every broadcaster to give due and adequate consideration to complaints once they are made “in good faith and are not of a frivolous or vexatious nature”.
Broadcasters must develop and publish a complaints handling code of practice comprising an initial point of contact for complainants, including an email address, a response deadline for the broadcaster and the procedures to be followed by the broadcaster in resolving complaints.
The code must be published on the broadcaster’s website and be available on request. People can refer their complaint to the BAI when a broadcaster has not responded or if they are not satisfied with a decision.
BAI chief executive Michael O’Keeffe (above right) said the change recognised the relationship between broadcasters and their audiences and justified the broadcaster being the first contact for any complaints.
