Snap Send Solve pays penalty for alleged misleading advertising

11 December 2019

Snap Send Solve Pty Ltd has paid a penalty of $12,600 after the ACCC issued an infringement notice to the online platform operator for alleged false or misleading advertisements. 

Until August 2019, Snap Send Solve’s promotion of their website and mobile app suggested consumers could send photos and reports of issues needing to be fixed, such as cracked footpaths, to any relevant public authority, such as local councils, in Australia or New Zealand.

Between November 2018 and August 2019, Snap Send Solve withheld photographs submitted by consumers from councils and authorities who were not paid subscribers. 

“We were concerned that Snap Send Solve misled consumers by suggesting local councils would be able to effectively respond to issues reported through its website or app. This may not have been the case because photos submitted were withheld from local councils without paid subscriptions,” ACCC Deputy Chair Delia Rickard said.

“This may also have created a situation where local councils felt pressured into fully participating in the platform and paying for a subscription.”

“Online platforms can provide a useful service by linking consumers with service providers, but platform operators must ensure the information they provide is not misleading,” Ms Rickard said.

Background:

The Snap Send Solve website and mobile application allow consumers to report local issues such as damaged footpaths and potholes to relevant authorities, including local councils.

Notes to editors:

The payment of a penalty specified in an infringement notice is not an admission of a contravention of the Australian Consumer Law.

The ACCC can issue an infringement notice where it has reasonable grounds to believe a person or business has contravened certain consumer protection laws.

Release number: 
238/19
ACCC Infocentre: 

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