Netflix - ombudsman? (and Now TV - subtitles?)

1ipstick

Are Netflix governed by any kind of ombudsman or regulator? I have a complaint about how they are dealing with a hearing-impaired member of the family and they are refusing to give a satisfactory response. Is there something like Trading Standards I can make a case to? We are paying full-price and receiving substandard service due to this issue. Nothing to do with broadband reliability or anything like that- it's the content that has an accessibility problem.

(While I'm on the topic, I'd love to know if anyone's successfully complained to Now TV about their complete lack of subtitles? Makes it very difficult to watch Now TV and I'd argue it discriminates against the hearing-impaired).

worried_jim

https://www.ofcom.org.uk/

1ipstick

Thanks, but I couldn't see anywhere on their site where they said they covered Netflix.

mije1983

Are subtitles the issue with netflix, or is it something else?

I read somewhere a while ago that Sky should be bringing some level of subtitles to Now TV at the end of the year.

worried_jim

1ipstick wrote: »

Thanks, but I couldn't see anywhere on their site where they said they covered Netflix.

If their servers are out of the UK then you have bob hope.

mije1983

worried_jim wrote: »

If their servers are out of the UK then you have bob hope.

Ofcom don't regulate Netflix according to their own site.

You can view a list of the video-on-demand programme service providers we regulate here.

Even if they did, on-demand services are not covered by Ofcom's access requirements.

Currently, the legislation requiring broadcasters to provide specific amounts of access services does not extend to video-on-demand services

sportsarb

1ipstick wrote: »

Are Netflix governed by any kind of ombudsman or regulator? I have a complaint about how they are dealing with a hearing-impaired member of the family and they are refusing to give a satisfactory response. Is there something like Trading Standards I can make a case to? We are paying full-price and receiving substandard service due to this issue. Nothing to do with broadband reliability or anything like that- it's the content that has an accessibility problem.

(While I'm on the topic, I'd love to know if anyone's successfully complained to Now TV about their complete lack of subtitles? Makes it very difficult to watch Now TV and I'd argue it discriminates against the hearing-impaired).

What's the problem with Netflix? They do have subtitles as I use them all the time as I often times mistake what was said and need to refer to them.

As for Sky, yeah, their lack of subtitles is annoying. Given the size of the company I'd be surprised a little if they were breaking the law or regulations in such a blatant way.

Bigphil1474

Agree with sportsarb, there are subtitles on Netflix. From what I remember, the problem with Sky was that they provide subtitles on live transmission, but not on demand - they say the subtitles are separate to the programme so they can't embed them in the on demand content. Probably nonsense. In terms of the op's query - how are you paying for a substandard service? If they said everything will have full subtitles and it didn't, then you might have a point. Otherwise not, IMO.

datlex

Regarding Now Tv subtitles they are meant to be coming soon. It was expected that they would be available at end of year. However no sign yet, so there may be technical issues. Subtitles are already available on the smart box on the Freeview channels. https://corporate.sky.com/media-centre/our-blog/2016/extending_our_commitment_to_subtitles_on_demand

giraffe69

I find with Sky that if you record a programme then it has subtitles but if you download a program/series the subtitles are not present. As recompense you get no or very short advertising breaks. I still wish they would fix the subtitles on downloaded programmes though.

VisionMan

I'm sorry to inform you on demand subtitles from on demand providers or catch up players isn't a requirement by law, and nor is it covered by Ofcom. And the reasons are technical.