Lodge a complaint

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:

• The call was made outside allowable times

  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:

  • weekdays between 9 am-8 pm
  • Saturdays between 9 am-5 pm
  
  

  Research calls may only be made on:

  • weekdays between 9 am-8:30 pm
  • Saturdays between 9 am-5 pm
  • Sundays between 9 am-5 pm
  
  

  No telemarketing or research calls are permitted to be made on National public holidays.

• The caller failed to provide mandatory information

  Callers are required to give you certain information when they make a telemarketing call:

  
  

  At the start of the call, the caller must:

  • provide their given name
  • identify the business they are calling from and the business who caused the call to be made
  • state the purpose of the call
  
  

  On request, the caller must provide:

  • their business contact information
  • the contact details of the business who caused the call to be made
  • the name and contact details of the person responsible for inquiries and complaints
• The caller did not enable calling line identification

  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).

• The caller did not terminate the call upon request

  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.