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 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.
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 email@example.com 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 firstname.lastname@example.org 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 Complaints Procedure.
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
ATVOD has established the following Key Performance Indicators for Editorial Complaints about On-Demand Programme Services:
Straightforward cases: 80% closed within 30 working days
Complex cases: 80% closed within 60 working days