How to Lodge a Complaint
This page outlines the complaints procedure and the different methods you can use to lodge a complaint including completing the online complaint form.
Where can I complain?
Any person can lodge a complaint with the ASA regarding the content of an advertisement. The ASA will deal with complaints about advertising content but not with complaints about contractual matters or service standards.
When do I complain?
If a person believes that the content of an advertisement is untruthful, misleading or harmful in any way, a complaint may be lodged.
Are there any criteria for a complaint?
All complaints lodged with the ASA must meet the following criteria:
- The complaint must be in writing.
- The identity of the complainant(s) must be disclosed.
- The contact details of the complainant(s) should be clearly stated.
- The complainant(s) identity or passport number must be provided.
- The grounds on which the complaint is based must be clearly stated.
- Where the complaint relates to advertising on broadcast media (e.g. television, radio or on cinema) information should be furnished on where and when the advertisement was screened / transmitted.
- Where signs, posters or any form of outdoor advertising is involved, the nature of the advertisement and the wording should be specified.
- When the complaint is about print advertising, the relevant advertisement should be attached.
- If possible, the contact name, address or telephone / fax number of the advertiser should be provided.
Complaints may be submitted as follows:
Responsibility for establishing receipt by the ASA of a complaint lies with the complainant.
- By delivery, to the ASA at No. 5, Seventh avenue, Parktown North, Johannesburg;
- By post to, PO Box 41555, Craighall, 2024;
- E-mail complaint to:
- Use the online complaint form on this website
Are There Any Costs
Consumer complaints will be dealt with free of charge.
Competitor complaints are subject to a non-refundable filing fee for 2017 of R24 396,00, inclusive of VAT, before the complaint will be investigated. However, any competitor that has subscribed to the newly implemented levy-system will only pay R12 198,00, inclusive of VAT to lodge a complaint.