Complaints

Please note that Commercial Radio & Audio has no role in the complaints process and cannot accept or process complaints regarding content broadcast on radio stations.

Complaints About Advertising

Complaints about advertisements on radio should be made to the Advertising Standards Bureau (ASB), unless it is a complaint under Section 4 or Section 9 of the Code.

You can lodge a complaint with the ASB by:

• using the online complaints form at www.adstandards.com.au;
• sending a fax; or
• writing a letter;

Contact details are as follows:
The Advertising Standards Bureau
Level 2
97 Northbourne Avenue
Turner ACT 2612
Tel: (02) 6262 9822
Fax: (02) 6262 9833

Complaints Under The Commercial Radio Code Of Practice

The complaints process is set out in the Commercial Radio Code of Practice. In summary, complaints should:

1. be made in writing by online form or letter;
2. provide the complainant's name and address;
3. be sent to the Manager of the radio station;
4. adequately identify the material broadcast and the nature of the complaint;
5. be about a matter covered by the Code;
6. be about a matter that the complainant has heard broadcast; and
7. be received within 30 business days of broadcast.

Under Code 10 of the Commercial Radio Code of Practice a station that receives a valid complaint must respond to the complainant within 30 business days. If the station needs to investigate the complaint or obtain professional advice and a response is not possible within 30 business days, the station must, in any event, acknowledge receipt of the complaint within 30 business days and provide a final reply within 45 business days of receiving the complaint.

If the complainant is not satisfied with the station's response, they can then refer the complaint to the Australian Communications and Media Authority (ACMA).

For more information, please contact Sarah Kruger (Head of Legal & Regulatory Affairs) at sarah.kruger@commercialradio.com.au or 02 9281 6577.