Ticketek’s $500K Fine: A Legal Perspective on Email Compliance

October 31, 2023

In the constantly changing world of digital communication, email marketing remains a vital way for businesses to connect with their audience. However, it’s crucial to manage this tool with care and attention to legal obligations. The Australian Communications and Media Authority (ACMA) ensures strict adherence to the rules, as demonstrated by the recent $500,000 fine imposed on Ticketek. This serves as a serious reminder of the importance of complying with the Spam Act. In this article, we break down email marketing, using Ticketek’s experience as a lesson. We aim to provide you with clear and practical guidance to ensure your email campaigns are fully compliant with Australian spam laws, helping you navigate these regulations confidently.

The Importance of Compliance in Email Marketing

Email marketing is a delicate dance between reaching out to potential customers and respecting their inboxes. The ACMA’s stringent enforcement of the Spam Act underscores the need for businesses to take email marketing seriously and ensure they are fully compliant.

Understanding the Spam Act: A Necessity for Marketers

The Spam Act sets clear guidelines for what is and isn’t allowed in email marketing. Ignorance is not bliss in this case; understanding and adhering to these laws is crucial.

Lesson from Ticketek: A $500,000 Wake Up Call

Ticketek’s fine is a wake up call for all marketers and business owners. It’s a clear message from ACMA: comply or face the consequences.

Email Marketing Done Right

In Australia, the Spam Act 2003, enforced by the Australian Communications Media Authority (ACMA), sets clear guidelines for commercial electronic messages, including emails, SMS, MMS, and instant messages. These messages, whether they promote goods, services, land, business, or investment opportunities, must comply with three fundamental rules: obtaining consent, providing clear identification, and offering easy unsubscribe options.

Permission: Implied vs. Express Consent

There are two primary types of consent: implied and express. Implied consent is derived from an existing business relationship or previous interactions, suggesting a level of interest in the sender’s messages. Express consent, on the other hand, is explicitly given, often through actions like ticking a box to receive marketing messages or replying to an SMS to complete an opt in process.

Under the Spam Act, sending commercial electronic messages is contingent on obtaining the recipient’s consent. Express consent is clear and straightforward, it’s a deliberate opt-in by the individual, demonstrated through various actions such as ticking a box on a website, entering contact details for ongoing updates, or directly requesting information.

Implied consent, however, is more nuanced. It is inferred from existing relationships or conduct, where the sender has a reasonable basis to believe that their messages would be welcomed by the recipient. For example, a subscription to a magazine might imply consent to receive related promotional messages.

Navigating these types of consent is vital for any business engaging in email marketing, ensuring not only the effectiveness of your campaigns but also their compliance with Australian laws. Whether it’s through a clear opt-in on your website or leveraging an existing customer relationship, securing the right type of permission is essential.

Transparency in Header Information

Misleading “from” names or subject lines can lead to confusion and mistrust. Ensure your email’s origin and content are clear and transparent.

The Spam Act mandates that all commercial electronic messages must include clear and accurate identification of the sender, as well as contact information. This identification can be found in various parts of the message, including the ‘from’ field, subject line, body text, or even a website address provided in the email. For SMS or MMS messages, the sender identification is also crucial.

If a recipient cannot easily identify the sender of the message or feels that the information provided is unclear or misleading, they have the right to report the message to the ACMA. As a business, it’s your responsibility to ensure that every email you send out is transparent and provides all the necessary information for recipients to know exactly who is contacting them and why.

Honesty in Advertising

Clearly disclose if your message is promotional. Transparency builds trust, and trust is key in email marketing.

Providing Contact Information

Include your address in your campaigns. It’s not just good practice; it’s a legal requirement.

Ease of Unsubscribing

Your electronic communications must include a clear and simple way for recipients to opt-out of future messages. This is not just a best practice, it’s a requirement under the Spam Act

The instructions for unsubscribing should be straightforward and easy to understand. Avoid using complex language or a lengthy process that might discourage recipients from opting out.

Timely Action on Unsubscribe Requests:
Once a recipient chooses to unsubscribe, you are obligated to ensure that their request is honored within five working days. Prompt action demonstrates respect for the recipient’s preferences.

No Additional Costs: Unsubscribing should be free of charge, and the process should not incur costs beyond the usual charges associated with the communication method (e.g., standard text charges for SMS).

Functionality Period: The unsubscribe mechanism should remain functional for at least 30 days after the message is sent. This gives recipients ample time to make their opt-out decision.

No Requirement for Additional Personal Information: The unsubscribe process should not necessitate the provision of extra personal information. Additionally, it should not require the recipient to log in to, or create, an account.

Tip for SMS Communications: If you are using an alphanumeric message header for SMS communications, be aware that these are generally not capable of receiving return messages. Ensure that your unsubscribe mechanism takes this into account.

By adhering to these guidelines, you not only comply with the Spam Act but also foster trust and respect with your audience, which is invaluable for any business.

The Role of ACMA in Email Marketing

ACMA plays a crucial role in ensuring that businesses adhere to email marketing laws. Their enforcement of the Spam Act is a clear indication that compliance is crucial.

Best Practices for Email Marketing Compliance

Adhering to best practices is not just about avoiding fines; it’s about building trust and creating effective email campaigns.

Creating Effective and Compliant Email Campaigns

Learn from Ticketek’s mistake. Ensure your email campaigns are not only effective but also fully compliant with Australian spam laws.

The Future of Email Marketing: Staying Compliant and Effective

As the digital landscape evolves, so do the rules of email marketing. Stay ahead of the curve by adhering to best practices and respecting your audience. More information about complying with the Spam Act’s here


The material contained in this publication is of a general nature only and it is not, nor is intended to be, legal advice.


AMK Law acknowledges the Traditional Owners of the land on which we are fortunate to live and work. We pay our respects to Elders, both past and present and further acknowledge the important role that Indigenous people continue to play within our communities.


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