Amazon has apologised after a technical error led to a child being shown a 15-rated film instead of a PG movie on its Prime Video platform.
The incident happened when a parent rented Diary of a Wimpy Kid for their child. Shortly after playback began, they realised a completely different film was streaming. Instead of the family-friendly title, the service played Love & Other Drugs, which the British Board of Film Classification says includes strong sexual content.
The parent reported the issue to media regulator Ofcom. After investigating, Ofcom ruled that Amazon had breached broadcasting rules designed to protect children.
Amazon said the mistake was caused by an error from the company that licensed the films. Both movies were assigned the same internal code, even though each title should have a unique identifier. The company said the problem was fixed within 48 hours.
During that period, Amazon confirmed that 122 customers attempted to watch Diary of a Wimpy Kid while the error was active.
The company also said it has updated its internal processes to prevent similar mistakes from happening again. Amazon issued an apology but declined further comment when contacted by the BBC.
Ofcom decided not to fine Amazon, but made clear that the error was a serious breach. In its report, the regulator said parents and carers would reasonably expect Diary of a Wimpy Kid to be safe for children, including viewing without adult supervision.
The complainant told Ofcom they had contacted Amazon by phone three times but did not receive a callback. They then escalated the issue directly to the regulator.
Ofcom stressed that accurate age ratings are critical. Parents rely on them to decide what content is appropriate for their children.
