Section Three - Complaints and dispute procedures

Download Classification Framework document

• Introduction - General overview of IMCB
• Section One - Classification Framework - General
• Section Two - Specific Classification Framework requirements
• Section Three - Complaints and dispute procedures
• Section Four - Independent appeals arrangements for Content Providers and Mobile Operators
• Appendix - Definitions used in the Classification Framework document

Consumers

1.  If you are a consumer you can make a complaint if you believe that an item of Commercial Content should have been classified as 18.

2.  In order to complain you must first contact your Mobile Operator and explain the nature of your complaint. (Contact details can be found at www.imcb.org.uk or click here.)

3.  On receiving your complaint your Mobile Operator has 28 days to state whether it agrees that the Commercial Content you complained about should have been classified as 18.

4.  Your Mobile Operator will contact you directly to advise you as to its response to your complaint.

5.  If your Mobile Operator does not reply to you within 28 days from the date you made your complaint or does not agree that the classification was incorrect you can make a formal complaint to IMCB.

6.  To contact IMCB either go to the website at www.imcb.org.uk or write to them at:

IMCB
1st Floor, Clove Building
Maguire Street
London SE1 2NQ

Content Providers

7.  If a Mobile Operator decides that content you have provided should have been classified as 18 (whether or not there has been a complaint about it) and you disagree with this decision then you can, within 28 days of hearing of this decision, make a complaint to IMCB.

8.  Complaints must be made either through the IMCB website or in writing to the above address.

How IMCB deals with all valid complaints

9.  On receiving a complaint the matter is considered by an IMCB board member. The board member will ask for information from all relevant parties and any other information needed to determine the case and state the time in which this should be received, which will not be longer than 28 days.

10.  Once all relevant information has been received, a panel of the IMCB board ('the Panel') will consider the matter and make its decision ensuring that everybody involved has had an opportunity to respond to all the points raised.

11.  Any party can request an oral hearing. If any of the parties does make such a request the Panel will consider at its discretion whether an oral hearing should be held. Such a hearing will normally be held within 28 days of that decision under the control of the Chairman of the Panel and will be held in private unless the Panel decides otherwise.

12.  However the matter is dealt with by the Panel, it will provide its decision in writing to all the parties within 28 days, and its decision will be published on IMCB's website.

13.  The Panel does not have powers to make any order for costs of the proceedings.

Note: Full details can be obtained from IMCB.