Advertising standards and the law

Australian Consumer Law prohibits businesses from making false or misleading representations about:

• the quality, value or grade of goods or services
• the performance characteristics, accessories, benefits and uses of goods or services
• the place of origin of a product which means where it was made or assembled
• the price of goods or services
• a buyer's need for the goods or services
• testimonials relating to goods or services
• any guarantee, warranty or condition on the goods and services.

Regulation of advertising standards in Australia

The advertising and marketing communications industry regulates itself and the expectation it follows the Code of Ethics. The code was developed by the Australian Association of National Advertisers (AANA).

Ad Standards manages complaints about advertising and marketing communications and includes:

• consumer complaints handled by the Ad Standards Community Panel 
• competitor complaints handled by the Ad Standards Industry Jury.

Making a complaint 

When making a complaint, you should include:

• details of the issues you are experiencing
• copies of any correspondence that shows how you have tried to resolve the matter.

How NSW Fair Trading will handle your complaint 

Your complaint will be reviewed to determine the most appropriate resolution. This may include:

• providing you with information to help resolve your complaint
• recording the complaint issues to assist in future compliance programs, or
• contacting the other party to try and resolve the dispute.

You can lodge a complaint: 

Online

If you cannot resolve your matter, submit your complaint by using our form.

Make a complaint

By mail

Post your complaint form and documentation to: 

NSW Fair Trading

PO Box 972 

Parramatta NSW 2124 

Ask a question 

If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry. 

Make an enquiry