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SMS Compliance in Australia
SMS Compliance in Australia
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Written by Support
Updated over a year ago

Australia has compliance regulations put forth by the mobile governing bodies. Ensuring your mobile program is compliant is an important step in setting up your campaigns. Non-compliant mobile programs can be subject to audits, fines, and even termination of the program.

Below you will find an at-a-glance guide to SMS Compliance. For additional guidance, please contact your Account Manager.


Who Sets Compliance Rules?

The following organizations and laws govern SMS compliance in Australia.

  • The Spam Act 2003​

  • Australian Privacy Principles Guidelines​

  • Office of the Australian Information Commissioner (OAIC)​

  • Telecommunications Industry Standard 2017​

  • Australian Communications and Media Authority (ACMA)


The Compliance Basics

  • ​​​​​​Express written consent is required for opt-in to marketing campaigns.

  • Contacts must be provided information about what type of content they will receive after opting in (e.g. marketing vs. transactional messaging).

  • Opt-in is only valid for the channel specified (e.g. email, SMS, web push).

  • Mobile Terms & Conditions must be easily accessible for contacts

  • Contacts must be able to easily opt-out of the program

⚠️ Always consult with your legal team to ensure your program is in full compliance.


Message Compliance Requirements

Below you will find the components that are recommended to be included in different message types.

Call to Action (CTA)

  • Product Description

  • Cost of program and message frequency (MsgFrequencyVaries & Msg&DataRatesMayApply)

  • Help Instructions or Customer service contact information (Reply HELP)

  • Opt-out instructions (Reply STOP)

  • Privacy policy or link to policy

  • Complete Terms & Conditions or link to T&C

  • Clear CTA​

  • Recommended disclosures​

  • Mention of cart reminders​

Opt-In Subscription Prompt

  • Program (brand) name or product description

  • Recurring automated messages will be sent

  • Purchase is not required for participation

  • Link to Terms & Conditions

  • Recommended: Double opt-in prompt (Reply Y)

Opt-In Welcome Message

  • Program (brand) name or product description

  • Manage expectations about possible carrier fees

  • Cost of program (Msg&DataRatesMayApply)

  • Opt-out instructions (Reply STOP)

  • Help instructions (Reply HELP)

One-Time or Recurring Ongoing Broadcast Messages

  • Program (brand) name or product description

  • Opt-out instructions in every message (Reply STOP)


Compliance for Mandatory Messaging

Some compliance messaging must be sent at a specific cadence or contain specific information in certain types of messages. The requirements are the same in both languages.

Automated Help Messages

  • Program (brand) name or product description

  • Customer service contact information - email address, toll free phone number, or website information

  • Opt-out instructions (Reply STOP to cancel)

  • Cost of program {Msg&DataRatesMayApply)

ProgramName: For help, please call 1-800-123-4567. Msg&DataRatesMayApply. Reply STOP to cancel.

Automated Stop Messages

💡 These can also be triggered by texting Cancel, End, Unsubscribe, Quit, or any recognized opt-out request

  • Program (brand) name or product description

  • Confirm no additional messages will be sent

ProgramName: We'' miss you. You will no longer receive messages unless you opt back in.



Additional Compliance Notes

  • Australia does not currently have a cap on the number of messages a contact can receive in a timeframe. A frequency cap is not required to be set at the long code level.

  • Australia requires contacts to be at least 15+ to opt in to messages.

  • Australia's quiet hours vary. The times below reflect the receiver's time zone.

    • Monday-Friday: 9AM-8PM

    • Saturday: 9 AM-5PM

    • Sundays: No texts allowed

    • Holidays: No texts allowed

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