Complaints Procedure
1. Introduction
Any member of the public who is dissatisfied with the rating or advice issued by the Irish Classification Office (IFCO) may complain in writing directly to IFCO.
This document explains how the complaints procedure works and is effective from February 1st 2024. IFCO reserves the right to update this document based on operational experience at its absolute discretion. Any updated procedure will be published on the IFCO website, www.ifco.ie.
2. Who Can Make a Complaint?
Any member of the public can make a complaint.
Please note, IFCO will only accept complaints regarding content which has already been classified.
3. How Can I Complain?
For a complaint to be considered, it must be sent in writing via email to info@ifco.gov.ie or by post to IFCO, Blackhall Walk, Smithfield, Dublin 7 D07 NRR6.
Complainants must include their name and address with their complaint. This information is for internal records only and will not be published. It will be retained for a maximum of 12 months after the complaint process has finished. Anonymous correspondence will not be considered.
4. What Can I Complain About?
IFCO’s classification decisions and advice relate to the following:-
- Theatrical content released in cinemas (including trailers) in the Republic of Ireland, and
- Home Entertainment content which has been sold physically on DVD/Blu Ray format in retail stores in the Republic of Ireland.
- PEGI 18 rated videogames for physical sale in retail stores in the Republic of Ireland.
IFCO cannot consider complaints about classification decisions or advice in relation to other content.
IFCO will only accept complaints regarding content where the relevant classification decision and/or advice has been issued in the previous twelve calendar months. Comments in relation to decisions and advice that fall outside this timeframe will be considered as feedback. IFCO will consider complaints in the context of the relevant legislation and Classification Guidelines in force at the time the Classification decisions were made. Complaints about issues which do not relate to these matters will be considered as feedback.
If the complaint relates to a theatrical trailer, please include details of the film with which the trailer played, and the name and location of the cinema you visited.
5. Processing Complaints
IFCO will acknowledge receipt of correspondence within 5 working days. At this time, it will indicate if it is being treated as a complaint or feedback. If it is a being treated as a complaint, IFCO will consider the issues raised in the context of the relevant legislation and Classification Guidelines in force at the time the classification decisions were made and will respond within 20 working days from the date of receipt of the initial correspondence.
The complainant will have 20 working days from the date of the IFCO response to submit any relevant follow-up query or relevant observation. IFCO will consider any such correspondence in the context of the initial complaint. If further responses are deemed necessary, the timeframes set out above will continue to apply. If IFCO considers that no response is required, the complaint will be considered closed once the relevant response time has elapsed.
If IFCO, at its sole discretion, decides that it is necessary to contact any third party in relation to a complaint or feedback (e.g. a distributor or exhibitor) the complainant’s personal information will not be shared and only the relevant parts of any such correspondence will be shared with the third party. In such situations a similar timeframe for response will apply.
6. Publication of Complaints
IFCO will publish all completed complaints on its website every three months. All personal information will be redacted from such publications. Please note IFCO is an FOI body, and all complaints are subject to The Freedom of Information Act, 2014.
Nós Imeachta chun Gearáin a Dhéanamh
1. Réamhrá
Féadfaidh aon bhall den phobal atá míshásta leis an rátáil nó leis an gcomhairle a d’eisigh Oifig Aicmithe Scannán na hÉireann (IFCO) gearán a dhéanamh i scríbhinn go díreach chuig IFCO.
Mínítear sa doiciméad seo conas a oibríonn an nós imeachta chun gearáin a dhéanamh agus tá sé i bhfeidhm ó 1ú Feabhra 2024. Coimeádann IFCO an ceart an doiciméad seo a nuashonrú bunaithe ar thaithí oibriúcháin dá lánrogha féin. Foilseofar aon nós imeachta nuashonraithe ar shuíomh gréasáin IFCO, www.ifco.ie.
2. Cé atá in ann Gearán a Dhéanamh?
Is féidir le haon bhall den phobal gearán a dhéanamh.
Tabhair faoi deara, le do thoil, ní ghlacfaidh IFCO ach le gearáin maidir le hábhar atá aicmithe cheana féin.
3. Conas is Féidir Liom Gearán a Dhéanamh?
Chun gearán a mheas, ní mór é a sheoladh i scríbhinn trí ríomhphost chuig info@ifco.gov.ie nó tríd an bpost chuig IFCO, Siúlán Blackhall, Margadh na Feirme, Baile Átha Cliath 7 D07 NRR6.
Ní mór do ghearánaigh a n-ainm agus a seoladh a chur san áireamh lena ngearán. Is le haghaidh taifead inmheánach amháin atá an fhaisnéis seo agus ní fhoilseofar í. Coinneofar é ar feadh 12 mhí ar a mhéad tar éis don phróiseas gearáin a bheith críochnaithe. Ní mheasfar comhfhreagras gan ainm.
4. Cad faoi is Féidir Liom Gearán a Dhéanamh?
Baineann cinntí agus comhairle aicmithe IFCO leis na nithe seo a leanas:-
- Ábhar amharclainne eisithe i bpictiúrlanna (réamhfhógraí san áireamh) i bPoblacht na hÉireann, agus
- Ábhar Siamsaíochta Baile a díoladh go fisiciúil ar fhormáid DVD/Blu Ray i siopaí miondíola i bPoblacht na hÉireann.
- Físchluichí rátáilte PEGI 18 le díol fisiciúil i siopaí miondíola i bPoblacht na hÉireann.
Ní féidir le IFCO gearáin faoi chinntí nó faoi chomhairle aicmithe a mheas maidir le hábhar eile.
Ní ghlacfaidh IFCO le gearáin maidir le hábhar ach amháin i gcás inar eisíodh an cinneadh agus/nó an chomhairle ábhartha maidir le haicmiú sa dá mhí dhéag féilire roimhe sin. Déanfar tuairimí maidir le cinntí agus comhairle a thagann lasmuigh den fhráma ama seo a mheas mar aiseolas. Measfaidh IFCO gearáin i gcomhthéacs na reachtaíochta ábhartha agus na dTreoirlínte Aicmithe a bhí i bhfeidhm ag an am a rinneadh na cinntí Aicmithe. Measfar ar ghearáin faoi cheisteanna nach mbaineann leis na hábhair seo mar aiseolas.
Má bhaineann an gearán le réamhfhógra amharclainne, cuir isteach sonraí an scannáin lenar craoladh an réamhfhógra, agus ainm agus suíomh na pictiúrlainne ar thug tú cuairt air.
5. Gearáin a Phróiseáil
Admhóidh IFCO go bhfuarthas comhfhreagras laistigh de 5 lá oibre. Ag an am seo, léireoidh sé an bhfuiltear ag caitheamh leis mar ghearán nó mar aiseolas. Má táthar ag déileáil leis mar ghearán, breithneoidh IFCO na saincheisteanna a ardaíodh i gcomhthéacs na reachtaíochta ábhartha agus na dTreoirlínte Aicmithe a bhí i bhfeidhm ag an am a rinneadh na cinntí aicmithe agus freagrófar laistigh de 20 lá oibre ón dáta a fhaightear an comhfhreagras tosaigh.
Beidh 20 lá oibre ag an ngearánach ó dháta fhreagra an IFCO chun aon cheist leantach ábhartha nó aon bhreathnóireacht ábhartha a chur isteach. Measfaidh IFCO aon chomhfhreagras den sórt sin i gcomhthéacs an ghearáin tosaigh. Má chinntear go bhfuil gá le freagraí breise, leanfaidh na frámaí ama atá leagtha amach thuas d'fheidhm a bheith acu. Má mheasann IFCO nach bhfuil aon fhreagra ag teastáil, measfar an gearán a bheith dúnta a luaithe a bheidh an t-am freagartha ábhartha caite.
Má chinneann IFCO, dá lánrogha féin, gur gá teagmháil a dhéanamh le haon tríú páirtí i ndáil le gearán nó aiseolas (m.sh. dáileoir nó taispeántóir) ní roinnfear faisnéis phearsanta an ghearánaigh agus ní roinnfear ach na codanna ábhartha d’aon chomhfhreagras den sórt sin leis an tríú páirtí. I gcásanna den sórt sin beidh fráma ama comhchosúil le haghaidh freagartha i bhfeidhm.
6. Gearáin a Fhoilsiú
Foilseoidh IFCO gach gearán comhlánaithe ar a shuíomh gréasáin gach trí mhí. Déanfar an fhaisnéis phearsanta ar fad a fholú ó fhoilseacháin dá leithéid. Tabhair faoi deara gur comhlacht Saorála Faisnéise é IFCO, agus tá gach gearán faoi réir an Achta um Shaoráil Faisnéise, 2014.
