Customer complaints

This code of practice outlines method for handling complaints. This Code of Practice sets out and explains our complaints handling methodology 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:

complaints@setv.ie or

Southeasttelevision Ltd, 1 Riverside Court, The Quay, Enniscorthy, County Wexford.

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 complaints@setv.ie

If your complaint is incomplete, it may not be processed.
We may not accept complaints which we deem to be frivolous and/or vexatious in nature, we may not respond to complaints if offensive or threatening language has been used.

We will acknowledge your complaint within 5 working days from receipt and will undertake an investigation.

We will respond to your complaint within 15 working days from receipt.

Your complaint may be upheld or rejected. 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, or other actions as appropriate.

When a reasonable complaint has been accepted, we will work to resolve the issue in question, as efficiently as possible. A responsible member of staff will:

* Acknowledge receipt
* Consider the issues raised in your complaint and review the broadcast identified in your complaint.

We may contact any producer/content provider involved in your complaint in order to allow them to provide their input into our response.
We will respond to your complaint within 15 working days of receipt, and will, as far as practicable, address all issues raised in your complaint. Our decisions shall be outlined in this response.

Appeals

If you are unhappy with our response, you may escalate the complaint to the Managering Director of setv.ie
In this instance a further investigation will be conducted and a response will be issued within 10 working days from receipt of the appeal.
All appeals will be escalated to the regulatory working group of the Internet Broadcasting Association of Ireland (IBAI).

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 our 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: complaints@bai.ie

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

We are required to abide by the decisions and recommendations of the ASAI and BAI and to take appropriate actions if required.

Record of complaints

We maintain records of all complaints submitted in accordance with this Code of Practice for a period of 1 year. Our records may include but are not limited to 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