Flow chart of complaints process
ASA receive a written complaint via the online complaints form, by email or mail
The Complaints Board Chair reviews the complaint and decides:
Is there an apparent breach of the code/s?
No
There is no apparent breach of codesYes
There is a possible breach of codesThe advertiser, agency and media are asked to respond
No
The advertiser, agency or media do not amend the adYes
The advertiser, agency or media change / remove the adThe complaint is settled
The complaint is adjudicated by the board
Is the complaint upheld by the board?
No
The complaint is not upheldYes
The complaint is upheldThe ad is removed or amended
A formal written decision is sent to parties
Do any parties want to appeal?
Parties can appeal the decision
The decision is released to the media
