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Internet Safety: Complaints

There are 4 main categories of complaints

1. Complaints about illegal content
2. Complaints about copyright content
3. Complaints about spam
4. Complaints about other matters.

Complaints procedure for illegal content

Australian residents have the right to complain to the Australian Communications and Media Authority (ACMA) about Internet content they believe may be prohibited or illegal under the regulatory regime.

NOTE: ACMA will not investigate a complaint about something a person disagrees with or simply does not like if it is not otherwise prohibited content. Such complaints should be directed to the authors of the content.

The most convenient way to make a complaint about content is to complete the ACMA online complaint form. Alternatively, you can post your complaint to ACMA. To help ensure that ACMA can investigate your complaint, you must set out:

• your name and contact details
• the Internet address of the Internet content and any other details required to access it
• a description of the Internet content
• the reason that you think the Internet content is, or may be, prohibited content (you should refer to the Classification Board Guidelines for the Classification of Films and Computer Games, which can be viewed at www.oflc.gov.au)

Complaints procedure for Copyright content

Copyright owners must notify Optus in a manner that is in accordance with the Regulations, including all required information. Such notices can be sent to Optus by:

Email: copyright.officer@optus.com.au
Fax: 02 9775 9077
Post: Locked Bag 26, Chatswood NSW 2057

Complaints procedure for Spam

You can make a complaint about spam that you have received to ACMA via their website. You can also download ACMA's SpamMATTERS program which enables you to report spam directly to ACMA via a 'one-click' process.

Depending on the content of the spam email you have received, it may be appropriate to report it to a relevant Authority to investigate the content. For example, ACMA will investigate if the spam email contains prohibited or offensive content, the Australian Competition & Consumer Commission (ACCC) may investigate if the spam email contains fraudulent content, or the Privacy Commissioner may investigate if the content breaches privacy laws. You can find out more information on your options and how to contact these organisations via the ACMA spam complaints website.

Complaints procedure for other matters

If you have a complaint about your Optus Internet service, including technical problems, please direct these to

• support@optusnet.com.au for Optus customers

If you believe that your computer is being probed or port scanned, you should contact Optus at abuse@optusnet.com.au. By sending us a log file of the port scans, we can determine if another Optus Internet customer is scanning your computer and if necessary take appropriate action against that customer.