Complaints

Before lodging a complaint

Make sure that the problem you are experiencing is not caused by poor reception (scrambled captions on more than one channel are a typical example of this). For more information, go to the Captioning problems section of this website.

How to lodge complaints

When making a complaint about captions, make sure you give enough information for the network to investigate it properly. You should

  • Specify the date and time of the program.
  • Describe the problem (e.g. hanging captions, intermittent captions, captions too fast to read, generally poor captions, no captions).
  • If your complaint is to a free-to-air station, specify whether you are watching on analog or digital.

Where to lodge complaints

  • Complaints about captions on commercial free-to-air stations, e.g. Seven, Nine, Ten, WIN and Southern Cross: go to the Free TV Complaints webpage.
  • Complaints about captions on ABC: go to the ABC Complaints webpage.
  • Complaints about captions on SBS: go to the SBS Complaints webpage.
  • Complaints about captions on Foxtel: go to the Foxtel Complaints webpage.

We want to know about your complaints

We would like to know about caption problems, so after you have lodged your complaint with the network, send us an email with the details. If it is a complaint that requires immediate action we will try to follow it up.

You can also complain to the ACMA

At anytime you may direct complaints about captions to the Australian Communications and Media Authority. The ACMA is the government body that regulates the television stations. If you do not get a response from the TV station (it could take a few weeks), then you can also go to the ACMA and submit the complaint.

The ACMA should then formally respond and tell you what they are going to do about your complaint.


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