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Complaints Policy

Code of Practice on Complaints Handling 

We aim to deliver the best possible service to our viewers. We also aim to ensure that our programming is compliant with the requirements set out in the Broadcasting Act, 2009 and broadcasting codes published by the Broadcasting Authority of Ireland.

We welcome and will engage with all feedback, both negative and positive, from our viewers concerning any aspect of our service.

We are obliged under the Broadcasting Act, 2009 to have in place a Code of Practice for handling complaints from our viewers. This Code of Practice sets out and explains our complaint process for viewers and ensures that we deal with complaints in an effective and efficient manner. It should be noted that the Code of Practice only relates to certain categories of complaints as detailed below.

1. What can I complain about?

 You may submit a complaint to us if you are of the opinion that a broadcast or part of a broadcast on our service has breached one or more of the following obligations.

(i)          News

We will ensure that our news programming is objective and impartial without any expression of our own views.

(ii)        Current Affairs

We will ensure that our current affairs programming is:

-          objective and impartial without any expression of our own views; and

-          will treat the subject matter and all interests concerned fairly.    

                 If we cannot achieve fairness, objectivity and impartiality in one current affairs     

                 programme, we will do so in related broadcasts that will be broadcast within a

                 reasonable period of each other.

(iii)      Programmes 

We will ensure that our programming does not contain any content which may reasonably be regarded as

- causing harm or offence;

- tending to promote, or incite crime;

- tending to undermine the authority of the State; or

- unreasonably encroach upon the privacy of an individual.

 We also will ensure programming is in compliance with the BAI Code of Programme Standards. (www.bai.ie/publications_codestandards.html)

(iv) Commercial Communications

All Commercial communications broadcast by us will be in compliance with the BAI General Commercial Communications Code and the BAI Children’s Commercial Communications Code. (www.bai.ie/publications_codestandards.html)

If you have a complaint that does not fall under the categories set out in (i) to (iv)

above, we would invite you to write to us at enquiries@premiersports.tv

If your complaint concerns alleged defamation, you should refer to the BAI Right

Of Reply Scheme. (www.bai.ie)

2. How do I make a complaint?

You can first contact us by telephone, email (enquiries@premiersports.tv) or letter and inform us of your complaint.  A member of our staff will contact you to discuss what concerned you and attempt to resolve the matter to your satisfaction.  If we cannot resolve your complaint to your satisfaction, and you are satisfied that your complaint is covered by this Code of Practice, you should submit the following details in writing (letter, fax or email):

  • your name and address
  • the category of complaint; (please refer to the categories of complaints in ‘What I can complain about?’ above)
  • the date, time and channel of broadcast;
  • the name of the programme, news item or advertisement/commercial communication that you have viewed and which is the subject of your complaint;
  • detail exactly what, in the broadcast, concerned you;

In order for your complaint to be accepted and considered, it must include the above details and must refer to a programme, advertisement or other form of commercial communication already broadcast on our service.

Personal details submitted are for use by Premier Sports only. Premier Sports is committed to protecting the rights and privacy of individuals in accordance with relevant Data Protection legislation.

If, by reason of disability or other good reason, you are unable to submit the complaint in writing, please contact us and we will assist you to do so.

We will not accept complaints which we deem to be of a frivolous or vexatious nature.

3. How soon should I make my complaint after the broadcast?

The Broadcasting Act, 2009 requires you to make your complaint not more than 30 days after the date of broadcast:

(a) if your complaint relates to one broadcast, 30 days after the date of that broadcast;

(b) if your complaint relates to two or more unrelated broadcasts; 30 days after the date of the earlier or earliest of those broadcasts;

(c) if your complaint relates to two or more related broadcasts of which at least two are made on different dates; 30 days after the date of the later or latest of those broadcasts.

Complaints submitted outside of these time periods cannot be considered.

4. Where should I send my complaint?

You should submit your complaint to the following address:

The Head of Programming

Premier Sports

Asgard House

3A Princes Street South

Dublin 2

Fax: 01 4748001

Email: enquiries@premiersports.tv

5. What will happen to my complaint?

Once we have accepted your complaint we will work to resolve the issue/s as soon as possible.  Your complaint will be carefully considered, investigated if necessary, and responded to in writing by our Head of Programming or another senior member of our programming team.

  • We will write to you to acknowledge receipt of your complaint within 7 working days.
  • We will consider the issues raised in your complaint.
  • We will watch the programme/broadcast item identified in your complaint.
  • Where appropriate, we will consult with any party to which your complaint relates, for example, the advertiser, the presenter or programme maker, to give that party an opportunity to provide observations and comments in relation to the issues raised by you.
  • We will provide a response to your complaint which will, as far as possible, address all of the issues/concerns you have raised. We will set out the reasons for our decision on your complaint.

This response will be sent to you within 21 days from receipt of your complaint.

6. What are the potential outcomes for my complaint?

We may uphold or reject a complaint. Upholding a complaint means that we believe that our programming did not comply with our obligations covered by this Code of Practice. Rejecting a complaint means we believe that our programming was in compliance with our obligations.

If we uphold your complaint, we will seek to resolve it to your satisfaction in an agreed manner.  The manner of resolution will be decided on a case by case basis but may include an apology, correction, clarification and/or the offer of a rebuttal.

7. The role of the Broadcasting Authority of Ireland

If we have not responded to your complaint within 21 days or if you are not satisfied with our response, you can refer your complaint to the Broadcasting Authority of Ireland.  The BAI will consider the complaint and may carry out an independent review of the complaint and our response. Information on how to refer a complaint to the BAI is available on the BAI website at www.bai.ie or from the following address:

Complaints Officer

Broadcasting Authority of Ireland

2 – 5 Warrington Place,

Dublin 2

Phone:  (01) 6441200

Fax:      (01) 6441299            

Email: complaints@bai.ie

 

8. Record of Complaints

 We are required under the Broadcasting Act, 2009 to keep a record of all complaints submitted in accordance with this Code of Practice for two years. We are also obliged to provide these records to the Compliance Committee of the BAI if the Committee so directs. Our records will include copies of your complaint, our response/s and the audio-visual copies of the broadcast material.

 

 


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  • 12:00 Magazine: NHL Tonight

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  • 14:30 Magazine: NHL Tonight

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    Sporting features and highlights from around the globe.
  • 08:30 NRL: Dragons v Panthers LIVE

    Dragons Jamie Soward will want to put on a good show against his employers for next season, as the Panthers come to WIN Stadium.

    08:30 NRL: Dragons v Panthers
    Dragons Jamie Soward will want to put on a good show against his employers for next season, as the Panthers come to WIN Stadium.
  • 10:30 NRL: Roosters v Storm LIVE

    The Roosters have shown in recent weeks they are contenders, and now take on the current champions Storm at Allianz Stadium.

    10:30 NRL: Roosters v Storm
    The Roosters have shown in recent weeks they are contenders, and now take on the current champions Storm at Allianz Stadium.
  • 12:30 Magazine: NHL Tonight

    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.

    12:30 Magazine: NHL Tonight
    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.
  • 13:30 Magazine: M7 Multisport
    Follow the M7 Multisport Series, taking in the world's most exciting and adrenaline pumping events such as the Abu Dhabi Adventure Challenge and the Anaconda Adventure Race.
  • 14:00 All Ireland Football Championship : Galway v Mayo

    The first big derby of the summer sees Mayo make the short trip to Salthill to take on a Galway side buoyed by their recent under 21 success.

    14:00 All Ireland Football Championship : Galway v Mayo
    The first big derby of the summer sees Mayo make the short trip to Salthill to take on a Galway side buoyed by their recent under 21 success.
  • 15:25 Top 14: Clermont v Castres LIVE

    The European Cup runners-up will look to bounce back quickly in their Top 14 home Semi-final from Parc des Sports Marcel Michelin.

    15:25 Top 14: Clermont v Castres
    The European Cup runners-up will look to bounce back quickly in their Top 14 home Semi-final from Parc des Sports Marcel Michelin.
  • 17:30 Magazine: Enduroman Arch to Arc
    Mark Bayliss attempts a new world record; an 87 mile run from Marble Arch to Dover, a swim from Dover to Calais and a 181 mile bike ride from Calais to the Arc de Triomphe.
  • 18:00 Magazine: NHL Tonight

    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.

    18:00 Magazine: NHL Tonight
    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.
  • 19:00 NRL: Sea Eagles v Raiders

    The confident Raiders should be near full strength as they travel to Brookvale Oval to take on the mean defence of the Sea Eagles.

    19:00 NRL: Sea Eagles v Raiders
    The confident Raiders should be near full strength as they travel to Brookvale Oval to take on the mean defence of the Sea Eagles.
  • 21:00 Rugby League: NRL Fulltime
    Watch all the action from the latest round of the 2013 Australian NRL.
  • 21:30 Boxing: KOTV Classics

    The best of all the world boxing action as we take a look through the archives of KOTV.

    21:30 Boxing: KOTV Classics
    The best of all the world boxing action as we take a look through the archives of KOTV.
  • 22:30 NHL: NY Rangers at Boston LIVE

    Coverage of the NHL, the North American premier professional ice hockey league.

    22:30 NHL: NY Rangers at Boston
    Coverage of the NHL, the North American premier professional ice hockey league.
  • 01:00 NHL: Detroit at Chicago LIVE

    Coverage of the NHL, the North American premier professional ice hockey league.

    01:00 NHL: Detroit at Chicago
    Coverage of the NHL, the North American premier professional ice hockey league.
  • 04:00 Magazine: In Depth with Brad Keselowski
    Graham sits down with Brad Keselowski. The 2012 NASCAR Sprint Cup Champion discusses his life and career.
  • 04:30 Rugby League: NRL Fulltime
    Watch all the action from the latest round of the 2013 Australian NRL.
  • 05:00 NRL: Warriors v Knights LIVE

    The Warriors who have shown an improvement in form, but have failed to get over the winning line, take on the Knights who can falter on their travels.

    05:00 NRL: Warriors v Knights
    The Warriors who have shown an improvement in form, but have failed to get over the winning line, take on the Knights who can falter on their travels.
  • 07:00 NRL: Roosters v Storm

    The Roosters have shown in recent weeks they are contenders, and now take on the current champions Storm at Allianz Stadium.

    07:00 NRL: Roosters v Storm
    The Roosters have shown in recent weeks they are contenders, and now take on the current champions Storm at Allianz Stadium.
  • 09:00 NRL: Eels v Titans

    Eels excellent prop Tim Mannah takes his team into the country as they take on the Titans at Mudgee Stadium.

    09:00 NRL: Eels v Titans
    Eels excellent prop Tim Mannah takes his team into the country as they take on the Titans at Mudgee Stadium.
  • 11:00 Football: Goalissimo

    The cult football weekly round-up show brings you all the goals and action for some of the best and least known leagues in the world.

    11:00 Football: Goalissimo
    The cult football weekly round-up show brings you all the goals and action for some of the best and least known leagues in the world.
  • 12:00 Magazine: NHL Tonight

    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.

    12:00 Magazine: NHL Tonight
    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.
  • 13:00 Motorsport: NASCAR Euro-Racecar Series
    Highlights of the recent NASCAR Euro-Racecar Series from Dijon.
  • 13:30 All Ireland Football Championship : Kerry v Tipperary LIVE

    Coverage of the All Ireland Senior Football Championship 2013.

    13:30 All Ireland Football Championship : Kerry v Tipperary
    Coverage of the All Ireland Senior Football Championship 2013.
  • 16:00 All Ireland Football Championship : Donegal v Tyrone LIVE

    Coverage of the All Ireland Senior Football Championship 2013.

    16:00 All Ireland Football Championship : Donegal v Tyrone
    Coverage of the All Ireland Senior Football Championship 2013.
  • 18:30 NRL: Warriors v Knights

    The Warriors who have shown an improvement in form, but have failed to get over the winning line, take on the Knights who can falter on their travels.

    18:30 NRL: Warriors v Knights
    The Warriors who have shown an improvement in form, but have failed to get over the winning line, take on the Knights who can falter on their travels.
  • 20:30 NRL: Sea Eagles v Raiders

    The confident Raiders should be near full strength as they travel to Brookvale Oval to take on the mean defence of the Sea Eagles.

    20:30 NRL: Sea Eagles v Raiders
    The confident Raiders should be near full strength as they travel to Brookvale Oval to take on the mean defence of the Sea Eagles.
  • 22:30 Motorsport: NASCAR Pre-race
    Coverage of the 3M NASCAR pre-race.
  • 23:00 NASCAR: Charlotte LIVE

    NASCAR's iron-man contest features 43 of stock car racing's best, in an all-out slugfest at the only 600-mile event of the season from Charlotte Motor Speedway.

    23:00 NASCAR: Charlotte
    NASCAR's iron-man contest features 43 of stock car racing's best, in an all-out slugfest at the only 600-mile event of the season from Charlotte Motor Speedway.
  • 04:00 NHL: NHL 2013

    Coverage of the NHL, the North American premier professional ice hockey league.

    04:00 NHL: NHL 2013
    Coverage of the NHL, the North American premier professional ice hockey league.
  • 06:30 Magazine: M7 Multisport
    Follow the M7 Multisport Series, taking in the world's most exciting and adrenaline pumping events such as the Abu Dhabi Adventure Challenge and the Anaconda Adventure Race.
  • 07:00 NHL: NHL 2013

    Coverage of the NHL, the North American premier professional ice hockey league.

    07:00 NHL: NHL 2013
    Coverage of the NHL, the North American premier professional ice hockey league.
  • 09:30 Magazine: In Depth with Adrian Peterson
    TV personality Graham Besigner interviews athletes and sporting people from around the world.
  • 10:00 NRL: Sharks v Rabbitohs LIVE

    Half back Todd Carney faces the challenge of Souths giant half back John Sutton, as the Sharks take on the Rabbitohs at Toyota Stadium.

    10:00 NRL: Sharks v Rabbitohs
    Half back Todd Carney faces the challenge of Souths giant half back John Sutton, as the Sharks take on the Rabbitohs at Toyota Stadium.
  • 12:00 Magazine: NHL Tonight

    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.

    12:00 Magazine: NHL Tonight
    Enjoy all the highlights from the previous evening's NHL action and stay informed with comprehensive post-game analysis, scores, interviews and breaking news.
  • 13:00 NHL: NHL 2013

    Coverage of the NHL, the North American premier professional ice hockey league.

    13:00 NHL: NHL 2013
    Coverage of the NHL, the North American premier professional ice hockey league.
  • 15:30 Argentine Primera: River v At Rafaela

    Full coverage of Argentina's top division.

    15:30 Argentine Primera: River v At Rafaela
    Full coverage of Argentina's top division.
  • 17:15 Top 14: Toulon v Toulouse

    The premier pick of this week's Top 14 French Rugby.

    17:15 Top 14: Toulon v Toulouse
    The premier pick of this week's Top 14 French Rugby.
  • 19:00 NRL: Sharks v Rabbitohs

    Half back Todd Carney faces the challenge of Souths giant half back John Sutton, as the Sharks take on the Rabbitohs at Toyota Stadium.

    19:00 NRL: Sharks v Rabbitohs
    Half back Todd Carney faces the challenge of Souths giant half back John Sutton, as the Sharks take on the Rabbitohs at Toyota Stadium.
  • 21:00 Championship Rugby League: Hunslet v Batley

    South Leeds Stadium is the venue for Hunslet as they take on Grand Final hopefuls Batley

    21:00 Championship Rugby League: Hunslet v Batley
    South Leeds Stadium is the venue for Hunslet as they take on Grand Final hopefuls Batley
  • 22:45 Premier Sports Extra: Premier Sports Extra
    Sporting features and highlights from around the globe.
  • 23:00 Motorsport: V8 Supercars Texas Highlights

    All the action from Race 15 and 16 of the V8 Supercars Championship.from Austin, Texas.

    23:00 Motorsport: V8 Supercars Texas Highlights
    All the action from Race 15 and 16 of the V8 Supercars Championship.from Austin, Texas.