Frequently Asked Questions
1. What types of complaints can be considered under the Code?
We can only consider a complaint about a dating service that is about a contravention or alleged contravention of the Code.
2. What types of complaints cannot be considered under the Code?
We are unable to consider your complaint if it is about your dating service account or dating profile (including the removal of your account or profile by the dating service), and any violations of a dating service’s terms of use and/or online safety policies by other users. In the first instance, you should always contact the dating service directly if you have any complaints of this nature.
3. Why won’t you consider a complaint that was submitted on or before 31 March 2025?
The Code commenced on 1 October 2024 and provides dating services with a six-month transition period to provide them with sufficient time to implement changes to their processes, procedures and systems to allow them to comply with the Code.
The transition period applies from 1 October 2024 to 31 March 2025 and any complaints that we receive during this period will not be considered by the Code Compliance Committee.
4. What happens after I submit a complaint?
Once we receive your complaint, we will look into the complaint to see if it relates to a matter which we can refer to the Code Compliance Committee. We will notify you if your complaint is not about a matter which can be considered by the Code Compliance Committee.
If we refer your complaint, we may need to contact you for further information (if you have provided us with your contact details) to ensure the Code Compliance Committee has all of the information it needs to consider your complaint.
5. Can I remain anonymous when submitting a complaint?
You do not have to provide us with your real name or your contact details. However, we may not be able to resolve your complaint if your complaint does not include sufficient details (for example, your dating profile name may be necessary if we need to verify any details with the relevant dating service).
6. Can I contact a dating service directly about my complaint?
Yes. We encourage you to contact the dating service in the first instance to see if they can resolve your complaint.
7. Can I report a criminal act through the Code Complaint Form?
You should always report any emergencies, safety concerns or criminal acts immediately to the police.
8. What resources are available to help me stay safe while using a dating service?
You may find the online resources available on our Resources page to be useful.
9. How can I report another user on the dating service for harassment or inappropriate behaviour?
You should always report harassment or inappropriate behaviour directly to the relevant dating service.
10. Why can’t the Australian Government take action against a dating service for contravening the Code?
The Code is a voluntary industry code of practice which does not fall under any Australian law or regulatory framework. This means that there is no statutory basis for the Australian Government to take action against non-compliant dating services.
However, the dating services that have signed up to the Code have worked closely with the eSafety Commissioner and other Australian Government stakeholders to develop the Code in a way which meets the expectations of the Australian Government.
Every Code signatory takes its obligations under the Code very seriously and are committed to ensuring the Code remains effective in reducing the risk of online-enabled harm to their users.
11. Does the Code cover all dating services?
No. Only the dating services that have signed up to the Code are subject to obligations set out in the Code.
This means that we will not be able to consider any complaints about a dating service that has not signed up to the Code.