Notifying advertisers of complaints
Only complaints that raise issues under the advertiser Codes or Initiatives will be created as a case.
All complaints are assessed by the Advertising Standards Bureau to determine if the content of the complaint raises issues under the prevailing advertiser Codes and Initiatives administered by the Advertising Standards Bureau.
Complaint(s) that are within scope, about an advertisement that has not already been considered by the Advertising Standards Board will be raised as a case. Each case raised has at least one complaint associated with it. Each case is related to only one medium. If an advertisement has been subject to complaints following broadcast on several mediums, eg free-to-air television, pay tv and cinema, a separate case is created for each medium.
The process then involves Advertising Standards Bureau case managers making contact with advertisers (by phone or email) to confirm that the advertisement is yours (as identified by the complainant) and confirm up-to-date details of the appropriate contact person.
Once all details are confirmed, a letter of notification will be sent to the advertiser’s contact person. This includes a copy of the complaints received and identifies the initial assessment of the potential Code or Initiative breaches. This letter seeks a response from advertisers.
If further complaints are received during this period the Advertising Standards Bureau will forward these you.