Complaints Handling

1. Purpose and legal basis

This Code of Practice sets out how 3FM receives, handles and decides on complaints from listeners about our broadcasts. It is published and maintained in accordance with Part 3B of the Broadcasting and Other Media Regulation Acts 2009 and 2022, and the complaints-handling requirements of Coimisiún na Meán (the Irish media regulator).

Our aim is to deal with complaints fairly, promptly and transparently, and to make it easy for members of the public to tell us when they believe we have breached a broadcasting code or statutory standard.

2. What can be complained about

A complaint may be made if a listener believes that something broadcast on 3FM breached:

• the Code of Programme Standards (harm, offence, taste and decency, etc.);
• the Code of Fairness, Objectivity and Impartiality in News and Current Affairs;
• the Code of Commercial Communications (advertising, sponsorship, promotions);
• the Code on the Protection of Children;
• the Access Rules (subtitling, sign language, audio description, where applicable); or
• any other applicable media service code or rule made by Coimisiún na Meán.

Complaints about music choice, scheduling, presenter style or general programming preferences are not code matters. These should be sent through our contact page or to info@3fm.ie and will be considered as feedback.

3. Who can complain

Any member of the public who heard the broadcast in question, or who has a legitimate interest in the content complained of, may make a complaint. Complaints must be made in writing.

4. How to make a complaint

Complaints may be submitted by any of the following methods:

• Online form: www.3fm.ie/complaints
• Email: info@3fm.ie with the subject line "Broadcasting Complaint".
• Post: Complaints Officer, 3FM, Radio Centre, Killarney Road, Bray, Co. Wicklow, A98 R6F6.

5. Information you must provide

To allow us to investigate and respond, a complaint should include:

1. Your name and contact details (postal address, email address and, if you wish, telephone number).
2. The name of the programme or content complained of. If the complaint relates to a specific item, please identify it clearly.
3. The date and approximate time of the broadcast. Where the content was broadcast more than once, or as part of a series, please tell us all relevant dates or the date of the most recent broadcast.
4. The broadcasting code or statutory standard you believe was breached.
5. A clear description of what was broadcast and why you consider it breached the code or standard.
6. The outcome you are seeking (optional).

Anonymous complaints cannot be accepted under this procedure. We may need to contact you to clarify details before we can issue a decision.

6. Time limits for making a complaint

A complaint must be received by 3FM within 30 days of the relevant broadcast. If the content was broadcast more than once, the 30-day period runs from the date of the last broadcast. If the content was part of a series, the 30-day period runs from the date of the last episode of the series that contained the material complained of.

Complaints received outside this time limit will not normally be considered under this procedure, unless there are exceptional circumstances.

7. How we handle complaints

Acknowledgement. We will acknowledge receipt of a complaint as soon as practicable, normally within a few working days.

Investigation. The Complaints Officer will consider the complaint, review the relevant broadcast material where available, and assess whether the complained-of content breached the applicable code or standard.

Decision. We will issue a written decision within 21 days of receiving the complaint. The decision will state whether the complaint is upheld, partially upheld or not upheld; the reasons for the decision; any action we intend to take; and the complainant's right to refer the matter to Coimisiún na Meán if dissatisfied.

If we cannot meet the 21-day deadline, we will inform the complainant in writing, explain the reason for the delay, and give a revised timeframe.

8. Referral to Coimisiún na Meán

If a complainant is dissatisfied with our decision, or if we do not issue a decision within 21 days, the complainant may refer the complaint to Coimisiún na Meán within 21 days of receiving our decision, or within 21 days of the date on which the 21-day decision deadline passed.

Coimisiún na Meán, 2-5 Warrington Place, Dublin 2, D02 XP29 — www.cnam.ie. Full details of the codes and the referral process are available on their website.

9. Complaints Officer

East Coast Radio Ltd has appointed a Complaints Officer to oversee this Code of Practice and ensure complaints are handled in accordance with statutory requirements.

Complaints Officer, 3FM / East Coast Radio Ltd, Radio Centre, Killarney Road, Bray, Co. Wicklow, A98 R6F6. Email: info@3fm.ie.

10. Record keeping

We will keep a record of each complaint received, including:

• the date the complaint was received;
• the complainant's contact details;
• the subject matter and relevant broadcast details;
• the code or standard alleged to have been breached;
• the decision and the date it was issued;
• any follow-up or referral to Coimisiún na Meán.

Records will be retained for as long as required by Coimisiún na Meán and in accordance with our data protection obligations.

11. Data protection

Personal data provided in connection with a complaint will be processed only for the purpose of handling the complaint and any subsequent referral to Coimisiún na Meán. For more information, please see our Privacy Policy.

12. Review of this Code

This Code of Practice will be reviewed periodically and updated as necessary to ensure it remains in line with Coimisiún na Meán requirements and any changes in legislation.

13. Contact

For general queries about this Code of Practice or the complaints process, contact 3FM, East Coast Radio Ltd, Radio Centre, Killarney Road, Bray, Co. Wicklow, A98 R6F6, IRL. Email: info@3fm.ie. Website: www.3fm.ie.