Complaints about access to VAST services | ACMA

Complaints about access to VAST services

Viewers who do not have adequate reception of one or more terrestrial digital commercial television broadcasting services should be able to access satellite television services via viewer access satellite television (VAST).

There are three categories of VAST eligibility:

  1. Viewers in remote licence areas and individual households covered by an out-of-area authorisation (including persons currently receiving satellite television via Aurora);
  2. Viewers in parts of regional Australia that are recognised areas of poor terrestrial digital television reception; and
  3. Viewers in the rest of Australia, in areas generally having good terrestrial digital television reception who do not have adequate reception of all applicable terrestrial digital commercial television services at their individual location.

Viewers in the first two categories are automatically eligible for VAST services. Those in the third category must apply for access on a case-by-case basis.

How to apply

Any viewer can access the ABC and SBS on the VAST service at any time by applying through mySwitch and ticking the box for ABC and SBS.

What can the ACMA investigate?

Legislation permits the Australian Communications and Media Authority (the ACMA) to investigate complaints involving the following types of difficulties in accessing VAST services:

  • where a viewer has made a valid application for access to VAST; and
  • where viewers who are eligible for VAST access have concerns regarding the process of having their access to VAST activated.

Making a complaint?

Your application must have been made via mySwitch.

Before making a complaint:

The administrator of the schemes, RBA Holdings Pty Ltd, may be contacted at vast.administration@mysattv.com.au or on 1300 993 376.

If you decide to complain, you will need to provide information including:

  • your name;
  • your contact information (email, telephone and postal mail);
  • the address at which VAST services were requested;
  • the date on which you made an application at mySwitch;
  • a copy of your application if available;
  • the kind of reception equipment you own;
  • the nature of your complaint; and
  • correspondence between you and the scheme administrator.

The best way to lodge a complaint with the ACMA is via email at the address below and include ‘Satellite TV Complaint’ in the subject field of the email:

Email: info@acma.gov.au

You may also contact us via post or fax:

Post: Satellite TV Complaint
Australian Communications and Media Authority
PO Box 78
Belconnen ACT 2616

Fax: (02) 6219 5347

Please note that the information provided in your complaint will be provided to the commercial television broadcasters, to enable the processing of your complaint.

How does the ACMA deal with complaints?

The ACMA will investigate all complaints according to legislative and administrative decision-making requirements unless there are grounds to consider that the complaint is either frivolous, vexatious or not having been made in good faith.

The ACMA may collect evidence from the scheme administrator (RBA) and may contact the complainant for additional information and evidence. The ACMA will inform the complainant of the results of its investigation.

Last updated: 15 February 2017