The Australian Communications and Media Authority ('ACMA') is an independent authority that regulates broadcasting, radio communications, telecommunications, and some online content in Australia. Established by the Australian Communications and Media Authority Act 2005, ACMA investigates, enforces, and prosecutes complaints related to communication and media services. If you have issues with any of these services, you can report them to ACMA for investigation.
What types of complaints can you make?
Complaints can be made about broadcasting, telecommunications, telemarketing, spam, gambling, cabling, radio and TV interference, and product labelling. This includes, but is not limited to:
- Programming on TV or radio: Issues such as accuracy, neutrality, distressing content, and classification of programs.
- Captioning on TV: Complaints about the quality or absence of captions.
- Advertising on TV or radio: Issues such as inappropriate scheduling, political ads, gambling ads, and tobacco ads.
- Advertising by online content providers: Concerns over misleading advertisements, inappropriate content, and excessive advertising.
- Complaints about Media control and ownership: Breaches of statutory control, media diversity requirements, or directorship rules.
- Telecommunications Services: Complaints about systemic issues and rule violations by telecommunications providers.
- Removal of Payphones: Complaints about the removal process of payphones by Telstra.
- Work on your property: Telco non-compliance with the Telecommunications Code of Practice during property work.
- Phone towers, mobile phone base stations, and small cells: Non-compliance with the Mobile Phone Base Station Deployment Code.
- Telemarketing calls: Unwanted calls despite being on the Do Not Call Register.
- Spam: Unwanted emails, texts, or instant messages that advertise goods or services.
- Illegal gambling services and interactive gambling: Prohibited or unlicensed interactive gambling services and ads.
- Blocked gambling websites: Complaints about incorrectly blocked gambling websites.
- National Self-Exclusion Register (BetStop): Non-compliance with BetStop obligations.
- Cabling in your home or office: Complaints about non-compliant cablers or cabling work.
- Radio and TV interference: External interference with radio or digital TV reception.
- Satellite TV: Issues with Viewer Access Satellite Television (VAST).
- Technical Standards: Non-compliant or unlabelled products.
Jurisdiction:
The ACMA operates under Commonwealth law and addresses issues within Australia or involving Australian service providers. It has jurisdiction over the communication and media sectors across Australia.
Time Limitations:
There is no time limit for lodging complaints, but prompt action is recommended.
ACMA will not deal with complaints about:
ACMA cannot handle complaints about:
- Online misinformation.
- Subtitles.
- Phone and internet scams.
- Radio and TV ad scheduling, placement, or volume.
- Billing, contract terms, or services provided by telcos, including the NBN.
- Copyright or performing and recording rights.
- Competition prizes on TV or radio.
- Classification of non-television movies, publications, and computer games.
- Journalists' code of ethics.
- Defamation claims in broadcasting.
- Print media content.
- Pay TV equipment disputes.
Who can you make a complaint against?
You can make a complaint against:
- Individuals: Any involved in the listed complaint types.
- TV stations: SBS, ABC, commercial networks, and subscription services.
- Radio stations: SBS, ABC, and commercial radio.
- Subscription services/online content providers: Streaming services and apps.
- Phone and internet providers/Telcos: Telstra, Optus, Vodafone, and other telcos.
- Online gambling providers: Any entity violating the Interactive Gambling Act.
- Cablers: Non-compliant individual cablers or companies.
- VAST administrator: Entities providing satellite TV access.
- Other entities/businesses: Investigated by ACMA for telemarketing or spam issues.
ACMA will not deal with complaints about:
- Complaints about content on streaming services including Netflix, Stan, and Amazon Prime should be directed to the service provider.
- ACMA does not manage complaints about NBN services, which should be issued to the Telecommunications Industry Ombudsman.
Are you eligible to make a complaint?
Who can make a complaint:
Anyone can lodge a complaint.
Before you lodge a complaint:
- For telecommunications, attempt to resolve the issue with the provider first.
- For broadcasting, complaints about TV or radio programming must be lodged with the broadcaster first. If unresolved, escalate to the ACMA.
Can complaints be made on behalf of someone?
Yes, with the proper authorisation.
ACMA will not deal with complaints about:
Complaints cannot be made by non-Australian community members.
Complaints about Products:
- Technical Standards: You can report non-compliant or unlabelled products to the ACMA.
What can this body do to help?
ACMA may provide:
- Encouraging voluntary compliance: Guidance documents and consultation strategies to promote compliance.
- Investigation report: Findings documented and potentially published.
- Informal voluntary undertaking: Respondent may address minor non-compliance voluntarily.
- Remedial Directions: Written directions to remedy or prevent breaches.
- Direction to Comply: Notices to fix problems and comply with regulations.
- Formal Warnings: Warnings for identified non-compliance issues.
- Enforceable Undertaking: Formal promises to act or refrain from certain actions.
- Infringement Notice: Financial penalties for breaches.
- Licensing action: Imposing conditions, suspending, or cancelling licenses.
- Civil litigation: Seeking injunctive relief, civil penalties, or enforcing undertakings.
- Criminal prosecution: Referral to the Commonwealth Director of Public Prosecutions for criminal prosecution.
How to prepare your complaint
Format:
Complaints must be in writing. ACMA offers online forms for various complaint types.
Personal Details:
Required for broadcasting complaints; optional for spam and online gambling complaints.
Respondent details:
Identify the TV/radio station, subscription service, business, or individual.
Relevant Facts:
Detailed information about the complaint, including dates, times, and supporting documents.
What not to include:
Inaccurate, false, or incomplete information.
Lodging your complaint and next steps:
You can lodge a complaint via:
Broadcasting
- Online: Broadcasting Complaint Form.
- Post: PO Box Q500, Queen Victoria Building, NSW 1230.
Telecommunications services
- Online: Online enquiries form.
Payphone removal
- Online: Payphone Complaint Form
- Email: ConsumerInterests@acma.gov.au.
- Post: PO Box 13112 Law Courts, Melbourne VIC 8010.
Phone towers, mobile phone base stations, and small cells
- Online: Mobile Phone Base Station Complaint Form
- Email: info@acma.gov.au.
- Post: PO Box 13112 Law Courts, Melbourne VIC 8010.
Spam and telemarketing
- Online: Spam complaint form.
Illegal gambling and interactive gambling services
- Online: Interactive Gambling Complaint Form.
- Post: PO BOX Q500 Queen Victoria Building NSW 1230.
Gambling advertising, the promotion of odds during live sport and gambling operators offering or promoting credit
- Online: Spam complaint form.
Blocked gambling website
Cabling
- Email: info@acma.gov.au.
- Post: PO Box 13112 Law Courts, Melbourne VIC 8010.
TV interference
Radio interference
Satellite TV
- Email: info@acma.gov.au (subject: "Satellite TV complaint").
- Fax: (02) 6219 5347.
- Post: PO Box 78, Belconnen ACT 2616.
Technical standards and labelling
What happens next?
- Assessment: ACMA will assess whether to investigate your complaint.
- Investigation: Findings will be published, and enforcement action may be taken.
- Enforcement action: Remedial directions, infringement notices, enforceable undertakings, civil litigation, and criminal prosecution may be used depending on the complaint's nature and severity.
More information:
Refer to the factsheet provided below for more information.
