From 1 July 2018, the TGA is the single body responsible for handling complaints about the advertising of therapeutic goods to the public. A new web form has been introduced for lodging complaints easily online, and we have made a commitment to handle these complaints within certain timeframes. Complaint outcomes, information on enforcement outcomes, enforceable undertakings and infringement notices as well as information on meeting our Key Performance Indicators will be published as required.
Making a complaint
If you see an advertisement that looks as though it does not comply with the applicable legislation, you can submit a complaint using our online complaints form.
Before you get started, you should be prepared to provide in-depth information on what concerns you have about a particular advertisement, although you do not need to tell us which section of the legislation you think is being violated.
Please note - it may take a few days for you to receive an acknowledgement email regarding your complaint or enquiry.
Target timeframes for complaint handling (KPIs)
We have made a commitment to handle complaints within certain timeframes depending on the level of priority. These form part of our new Key Performance Indicators (KPIs) and will be publically reported for transparency.
|Priority||Time to action||Time to close|
|Low||95% in 14 days||90% in 20 days|
|Medium||95% in 40 days||90% in 90 days|
|High||95% in 20 days||90% in 90 days|
|Critical||100% in 10 days||90% in 60 days|
- Time to action complaints means the time from when the complaint was received, assessed and triaged to making an initial regulatory engagement with the person responsible for the offending advertising.
- Time taken to close complaints means the time from when the complaint was received, assessed and triaged to when we have engaged with the person responsible for the offending advertising and have achieved a successful compliance outcome with no further action is required.