This Code of Practice outlines our complaint resolution process and ensures that we handle complaints effectively and efficiently, in accordance with the legal requirements under the Broadcasting Act 2009, as amended by the Online Safety and Media Regulation Act 2022 (the "Act"). It's important to note that this Code of Practice pertains to specific categories of complaints as detailed below.

Eligible Complaint Categories

You may file a complaint if you believe that an aspect of our service has violated one or more of the following obligations under the Act:

• Harmful content
• Incorrect age rating or content classification
• Text errors
• Violates advertising law
• Violates consumer protection or privacy law

How to Submit a Complaint

You can initiate the complaint process by contacting Apple online via the Report a Content Issue on the Apple TV app webform or by telephone, on 1800 804 062. A member of our team will reach out to discuss your concerns and work towards a resolution.  

To be considered, your complaint must include all information as required in the complaint webform. If, due to a disability or other valid reasons, you are unable to submit your complaint in writing, please contact us, and we will assist you in doing so.  Apple will not accept complaints that are deemed frivolous or vexatious.

Complaint Resolution Process

Once we have received your complaint, we will work diligently to address the issue(s) as quickly as possible. Your complaint will be carefully reviewed, and if necessary, investigated. The process will include:

• Acknowledging receipt of your complaint within 7 days.
• Consideration of the issues raised.
• Providing a response within 21 days from the receipt of your complaint, outlining the reasons for our decision and further resolution as applicable.

If we have not responded to your complaint within 21 days or if you are not satisfied with our response you can then refer your complaint to the Irish Media Commission (Coimisiún na Meán). The Coimisiún na Meán can be contacted at:

Complaints Officer 

Coimisiún na Meán 

2 – 5 Warrington Place

Dublin 02 XP29

Republic of Ireland

Phone: (01) 644 1200

Fax: (01) 6441 299

E-mail: complaints@cnam.ie

Record Keeping

We are required to keep a record of all complaints submitted in accordance with this Code of Practice for a period of two years. Our records will include copies of your complaint, our response/s and the content in question.