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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.
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.
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:
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.
We will ensure that our programming does not contain any content which may reasonably be regarded as
We also will ensure programming is in compliance with the BAI Code of Programme Standards.
(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.
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 firstname.lastname@example.org
If your complaint concerns alleged defamation, you should refer to the BAI Right Of Reply Scheme. (www.bai.ie)
You can first contact us by telephone, email (email@example.com) 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)
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 eir Sport only. eir Sport 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.
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.
You should submit your complaint to the following address:
Head of Programming
1 Heuston South Quarter,
St John's Road
Fax: 01 474 8001
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.
This response will be sent to you within 21 days from receipt of your 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.
If we have not responded to your complaint within 21 days or if you are not satisfied with our response, you may register your complaint with 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:
Broadcasting Authority of Ireland
2 – 5 Warrington Place
Phone: 01 644 1200
Fax: 01 474 8001
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.