Consumers’ complaints on advertising materials shall be in written form and submitted to the Executive Director or the Operations Manager, either through courier or e-mail. The ASC shall not entertain and accept complaints via telephone, text, or word-of-mouth from consumers or the general public.
Consumer complainants must indicate their complete contact details to avoid nuisance complaints e.g. postal and e-mail address, phone numbers and other contact details that may establish their credibility.
As with a regular complaint, the ASC shall forward a copy of the letter to the Advertiser concerned.
Consumer complainants may be invited to present their case in person to the ASC, especially if such complaints have a widespread or are of highly sensitive nature.
The Hearing Panel shall be composed of the ASC Chairperson or President, ASC TechCom Chairperson and ASC Executive Director. Whenever necessary, the ASC Legal Counsel shall also be present.
Action by the Panel may be: send to Advertiser for voluntary action; dismiss the complaint with notice to complainant and advertiser/ad agency; or other recommendation, which must follow the ASC procedures.
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