Advertising Standards Bureau Review of Operations 2014 | Page 84
1. Advertising Standards Bureau
complaints process
Complaint received in writing
Complaint assessed
Complaint assessed as under code.
NEW CASE CREATED or linked
to case already created
Complaint assessed as
consistently dismissed
Complaint assessed as
already considered
Complaint assessed as
not in ASB charter
Complainant notified that complaint
will be considered by the Board
Complainant informed
Complainant informed and provided with
Case Report. Complaint forwarded
to advertiser
Complainant informed and
referred to appropriate body
Advertiser notified of complaint and
offered opportunity to respond
NT
COMPLAI
CLOSED
Advertiser response received
Advertiser response not received
Response included in case
notes provided to the Board
Response requested again
Nil response noted in case
notes provided to the Board
D
BOAR ERS
ID
CONSPLAINT
COM
Board dismisses complaint
Board upholds complaint
ASB notifies advertiser
Advertiser indicates non-compliance
with Board decision
Advertiser non-response
noted in Case Report
Referred to appropriate agency,
if applicable
ASB notifies advertiser and
requests advertiser statement
Advertiser doesn’t
withdraw/modify ad
Advertiser provides statement,
included in Case Report
Advertiser withdraws/modifies ad
Complainant and advertiser provided
with final Case Report and advised
of option for Independent Review
ASB Publishes Case Report
Independent Review requested
Independent Review accepted