ATVOD

The Association for Television on Demand
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Complaints & determinations

Users of an On Demand Programme Service who believe that the service is in breach of the Rules are advised to use the online complaints form as this is the most efficient way of ensuring that the necessary information is provided and that the complaint is directed to the correct recipient as quickly as possible.

Please note that, with the exception of complaints about material likely to encourage or incite the commission of crime or lead to disorder, complaints must be directed to the service provider in the first instance – this is usually done automatically on your behalf if you use the online complaint form.  If the service provider does not deal with the complaint to the satisfaction of the complainant, ATVOD will consider whether a breach of the Rules has taken place.

Please note also that ATVOD regulates only editorial content on video on demand services. Complaints about billing, technical matters and customer service (for example) are not within ATVOD’s remit.

Important: changes to the statutory requirements came into force on 1st December 2014. Those changes are not yet reflected in the Rules & Guidance published on this page. ATVOD is currently consulting on proposed new Rules & Guidance and is working towards adopting new Rules & Guidance in spring 2015. In the meantime, the new requirements are set out in the Audiovisual Media Services Regulations 2014 . Providers of on demand programme services must comply with the new requirements from 1st December 2014 and should contact ATVOD directly if they have any queries about their new responsibilities. 

Details of the current consultation on proposed new Rules & Guidance are published here.

The new requirements make reference to standards applied by the British Board of Film Classificiation. Consequently,  ATVOD, the British Board of Film Classification and Ofcom have signed a Memorandum of Understanding which sets out how these organisations intend to work together to ensure a consistent approach.

If you wish to complain by post or email, contact details for service providers can be found in the Directory of Notified Services on this website. Include the following information with all complaints: the name, series number, and episode number or title of the programme complained about, the date (and if relevant) the time it was provided, the service on which it was provided, the nature of the complaint, and your full contact details. If you are not satisfied with the response from the service provider, contact ATVOD at complaints@atvod.co.uk or ATVOD Complaints, 27 Sheet Street, Windsor, SL4 1BN with full details of any correspondence.

If the service is not listed in the Directory it may be outside the scope of the regulations or it may be in breach of its obligation to notify and you should contact ATVOD directly. If you believe that the service includes material likely to encourage or incite the commission of crime or lead to disorder: please contact ATVOD directly at complaints@atvod.co.uk so that urgent consideration can be given to whether there is a need for Ofcom to take urgent action to suspend or restrict access to the service.

Full details of how ATVOD handles complaints are set out in ATVOD’s Breach Determination Procedure which sets out how ATVOD will handle both complaints and pro-active investigations. We have also established a set of Key Performance Indicators  for dealing with complaints.

Please note: ATVOD has been designated as the appropriate regulatory authority for the editorial content of On Demand Programme Services and does not regulate the advertising that appears in those services.

Ofcom has designated the Advertising Standards Authority with the relevant powers to regulate advertising in On Demand Programme Services. Complaints about advertising in such services should therefore be addressed to the Advertising Standards Authority (see http://asa.org.uk/Complaints-and-ASA-action/How-to-complain.aspx). To ensure effective handling of complaints the ASA and ATVOD have agreed case handling principles which are published on this page.

ATVOD also works in cooperation with the Internet Watch Foundation ("IWF"), with which it has a Memorandum of Understanding. IWF is the UK Hotline for reporting criminal online content, founded to disrupt the availability of child sexual abuse content hosted anywhere in the world, protect children who are victims of sexual abuse from repeat victimisation and public identification, prevent internet users from accidentally stumbling across child sexual abuse content, and delete criminally obscene adult, and non-photographic child sexual abuse content hosted in the UK. You can report such issues at https://www.iwf.org.uk/report