How to make a complaint

How to complain about an advertisement for a therapeutic product

Where you should go to make your complaint will depend on the type of product involved and where you saw or heard the advertisement.

If you would like to make a complaint about an advertisement or other conduct by a company, please refer to the table below. The website links provided direct you to information about how to lodge your complaint and what you can expect from the complaints process.

The therapeutic goods industry is broadly organised around the types of products its member companies supply, and each ‘type’ has a corresponding organisation which has its own set of standards and complaints handling process associated with that ‘type’.

Type of product Examples Industry association with complaint-related weblink
Innovator prescription medicines (only available with a prescription) Companies that are researching new medicines (innovator companies) Medicines Australia
Generic prescription medicines (only available with a prescription) Companies that are supplying generic medicines once all valid patents have expired Generic Medicines Industry Association
Non-prescription consumer healthcare products Includes medicines you can get from a pharmacy without a script and those you can buy in a supermarket Consumer Healthcare Products Australia
Complementary medicines and natural healthcare products Includes vitamins, mineral and nutritional supplements, special purpose foods, herbal and homoeopathic medicines, aromatherapy products and natural cosmetics Complementary Medicines Australia
Medical technology and diagnostics Includes syringes, wound dressings, as well as high-technology implanted devices such as pacemakers, defibrillators, hip and other orthopaedic implants. Instruments and test reagents for pathology tests, blood glucose meters, home pregnancy test kits. Medical Technology Association of Australia
Dental products Includes dental-related medical devices Australian Dental Industry Association

The Therapeutic Goods Administration also enforce the requirements for advertising all therapeutic goods in Australia. Further information about their role can be found on their Advertising Hub.

Lodging a complaint with Medicines Australia

To lodge a complaint in relation to promoting a prescription medicine, or ethical interactions with stakeholders as governed by the Medicines Australia Code of Conduct, please complete the below form and send it to the Code Secretariat via codehelpdesk@medicinesaustralia.com.au

Code of Conduct Complaint form – pdf format

Need help to lodge a complaint?

To ensure our complaints process is accessible, Medicines Australia offers the services of an independent facilitator to assist non-industry complainants in formulating a complaint and identifying sections of the Code that may be relevant to the complaint. This service (to a maximum of 2 hours) is provided free of charge to a non-industry complainant.

The Code Secretariat also provides advice and assistance about the complaints handling process to anyone, industry or non-industry.

If you wish to access the independent facilitator, or have any questions at all, please email the Code Secretariat or call (02) 6147 6500 at Medicines Australia.