the average number of complaints received
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This form can be used to complain about one call or fax you have received. To complain about multiple calls or faxes you have received, please select ‘Lodge Another Complaint’ at the end of the form
Some public interest organisations are allowed to make calls to numbers even when they are listed on the Do Not Call Register.
Calls seeking charity donations fall into this category and are permitted to be made to numbers on the Do Not Call Register.
However, charity calls are still covered by the Industry Standard.
If you would like to lodge a complaint relating to the Industry Standard, you may do so if:
Callers are only able to call during the times set out below unless you have consented to being called at another time.
Telemarketing calls may only be made on:
Research calls may only be made on:
No telemarketing or research calls are permitted to be made on National public holidays.
Callers are required to give you certain information when they make a telemarketing call:
At the start of the call, the caller must:
On request, the caller must provide:
Callers must ensure that calling line identification (CLI) is displayed at the time they make a call and that this number is suitable for return contact (so that you can dial the number and obtain the name of the caller, who caused the call to be made and the purpose of the call).
Callers must terminate a call in certain circumstances, including where you ask for the call to be terminated or otherwise indicate that you do not want the call to continue.
Scroll down to continue with your complaint, or if you would like further information, you can follow this link or lodge an enquiry.
Some market research calls are permitted to be made to numbers on the Do Not Call Register, as long as there is no commercial element to the call—that is, as long as they are not trying to sell you something.
However, market research calls are still covered by the Industry Standard.
Calls or faxes related to product recalls, appointment rescheduling or reminder, fault rectification and making payments do not fall under the Do Not Call Rules. These calls or faxes can be legally directed at numbers on the Do Not Call Register.
If you would like further information, you can follow this link or lodge an enquiry.
Debt collection calls are permitted to be made to numbers on the Do Not Call Register. The Do Not Call Register only applies to calls that are 'telemarketing calls', which does not include calls relating to debt collection. The Do Not Call Register Act has no role in regulating calls that are not commercial in nature.
During an election period, even if your phone number is on the Do Not Call Register, you might receive calls relating to the election, including calls providing information, polling calls, research calls and calls from parties seeking campaign donations.
If the call is simply providing information and is not trying to sell you something or solicit donations—that is, it does not have a commercial element—it is allowed to be made, even to numbers on the Do Not Call Register. This includes recorded message calls. The Do Not Call Register Act has no role in regulating calls that are not commercial in nature.
However calls about opinion polling for an upcoming election or seeking campaign donations for political parties, independent members of parliament, or candidates for election are still covered by the Industry Standard.
If the call you received is about opinion polling for an upcoming election or seeking campaign donations and you would like to lodge a complaint relating to the Industry Standard, you may do so if:
Protect yourself from phone scams:
Useful tips about other ways you can protect yourself are available on the ACCC's SCAMwatch website.
The Do Not Call Register Act has no role in regulating calls that are not commercial in nature. If you are receiving nuisance, threatening or abusive calls that are not commercial in nature, you may wish to contact your telephone service provider. They may be able to assist if the calls form a 'pattern of unwelcome communications' within the meaning of the industry code Handling of Life Threatening and Unwelcome Communications.
Your service provider has an obligation to assist you where calls fall within this code, even where these calls are found to be from telemarketers. If you are not satisfied with the response you receive from your service provider, you may wish to take the matter to the Telecommunications Industry Ombudsman by completing a complaint form at www.tio.com.au or by calling 1800 062 058.
If you receive a life threatening call, you should contact the police on 000.
If you would like further information, you can lodge an enquiry.
The Do Not Call legislation does not apply to emails or SMS messages. However, you can report unsolicited emails or SMS on the ACMA's website by following this link.
The Privacy Act 1988 (Cth) imposes obligations on the ACMA and the register operator in relation to the collection, security, quality, access, use and disclosure of personal information. These obligations are detailed in the Australian Privacy Principles. For more information about the collection of data in this form, please see the Do Not Call Register data collection notice.
These contact details will be used if we need to contact you and will not be disclosed to any other party (unless the ACMA is required to disclose this information to another party by law). If you do not provide any contact details (which can include your postal address), we will be unable to contact you. Providing your email address means you will receive email confirmation that your complaint has been lodged and your complaint reference number.
Please note: If the phone number that the call was received on has been on the Do Not Call Register for less than 30 days, the ACMA will not be able to find a potential breach of the Do Not Call Register Act. However, the call may still raise issues relating to the Industry Standard that you can also make a complaint about using this form. If you are unsure whether your number is on the Register, or would like to Register your number, please go to this page or call 1300 792 958.
You have indicated that the number you received the call on is not listed on the Do Not Call Register. As such, the call you received does not appear to breach the Do Not Call Register rules. However the call may be subject to the Telemarketing and Research Calls Industry Standard.
If you would like to register your number on the Do Not Call Register, please click here.
If you would still like to lodge a complaint relating to the Industry Standard, you may do so if:
Telephone numbers that are used primarily for business purposes are not eligible to be registered on the Do Not Call Register. The ACMA is unable to accept complaints about telemarketing calls to business telephone numbers, unless the caller has failed to meet the requirements of the Industry Standard.
If the information you provide comes from a source other than the call (such as an internet search, web page or phone book), it is helpful to the ACMA if you can identify that source in your response.
You have said that your phone provider and the business who called you are the same. Did you know that you may have given your consent to be contacted by your phone provider and its affiliates through your business relationship with your provider? If you do not believe that you have consented to receiving this call, you may continue to lodge your complaint.
If you have a business relationship with the company, it can amount to having given your permission to be contacted, even if your number is on the Do Not Call Register.
However, you are able to withdraw your permission at any time and the company will no longer be able to rely on your business relationship to make telemarketing calls to you. To withdraw your consent, you should directly contact the company and let them know that you do not want to receive any telemarketing calls from them.
If you continue to receive telemarketing calls after directly opting out, please let us know by lodging a complaint.
Even if the company has consent to call you, the call may still raise issues relating to the Industry Standard. If you would like to continue to lodge a complaint relating to the Industry Standard, you may do so if:
Please continue with this form if you would still like to lodge your complaint.
To consider your complaint we need a copy of the fax you received. A scanned copy of the fax can be attached above, or the fax can be:
If you use one of these alternative methods, please include the reference number that you will receive when you have submitted your complaint.
The following questions are used to identify potential breaches of the Telemarketing and Research Industry Standard. The rules in the industry standard apply to all calls made by telemarketers regardless of whether the numbers being called are on the Do Not Call Register or not. If you just want to make a complaint about a call made to a number on the Do Not Call Register you can skip this section and move to the next step.
We would like to get your consent so we can use the information you provide to consider your complaint further
If you have provided an email address, you will receive an acknowledgement email (including your reference number) shortly. If you require any further assistance, you can call 1300 792 958 (please note your reference number to make it easier to identify your complaint).
You will need less than 2 minutes
