Compliance with measurement regulation in 2024–25

Australians rely on measurement every day. For example, when we buy fuel, we rely on the petrol bowser (a measuring instrument) to deliver the amount we have paid for. When we buy fruit and vegetables at the supermarket, we rely on shop scales to charge for the correct amount. Australia’s measurement legislation governs these purchases and supports trusted measurement across Australia. 

To achieve this vision, NMI aims to achieve the following objectives:

1. Measuring instruments are fit for purpose. Measuring instruments used for trade give accurate and reliable information under different conditions.
2. Measurements are made correctly. The measurement system ensures that Australians have confidence in measurement results.
3. Measurements used in trade are accurate. Consumers and business get the amount they have paid for.
4. We have the people and capabilities to deliver. We invest meaningfully in our people and frameworks to get the job done.

We published NMI’s compliance program and priorities for 2024–25 in Legal metrology priorities 2024–25. Performance against each objective informs how NMI can improve our regulatory services in the future to build a trusted measurement system for Australia.

One priority for 2024–25 was to revise the NMI Compliance Policy. We published the revised policy in October 2025.

We are improving our reporting and compliance practices and procedures following recommendations from an audit by the Australian National Audit Office in 2023–24 into trade measurement compliance activities and subsequent inquiry into the administration of Commonwealth regulations in 2024– 25. Further changes will be reflected in future reports.

Pattern approval and instrument verification

Measuring instruments must be manufactured according to an approved pattern (design). The pattern approval process determines whether a measuring instrument is suitable for its intended use. It also determines whether the instruments can operate within allowable limits of error under various environmental and usage conditions.

More than 10,000 measuring instrument designs have been approved for trade use in Australia. Another 110 measuring instrument designs were approved in 2024–25. Examples of designs approved this year include a counter-top shop scale, electricity meter, hopper weigher for bulk commodities such as grain.

NMI licenses 300 external third-party organisations that employ more than 1,200 verifiers. Verifiers test each instrument before it is first used. These verifiers assess between 85,000 and 110,000 measuring instruments every year.

Developing measurement capability for industry

NMI provides training courses in biological, chemical, physical and legal measurement. These courses help build national and international capability and expertise in measurement to meet industry demands. In 2024–25, NMI: 

• delivered 50 training courses as 33 training courses and 17 consultancies
• enrolled 99 people in e-learning modules.
• issued 166 certificates in our role as a registered training organisation.

Reference standards of measurement

Reference standards of measurement are used by trade measurement inspectors and verifiers to check and verify measuring instruments. Reference standards of measurement are generally calibrated or certified at our NATA-accredited laboratories in Brisbane, Adelaide and Perth.

During 2024–25, our measurement standard laboratories calibrated more than 6,900 reference standards of measurement, for example:

• small weights used to test the accuracy of high-precision scales used to measure precious stones and metals
• one tonne weights used to ensure accurate measurement in mining and agriculture.

NMI on the international stage

NMI ensures international recognition and acceptance of Australia’s measurement system by acting as the interface between the Australian and international measurement systems. 

The Australian Government is a signatory to the Metre Convention and the International Organization for Legal Metrology (OIML) Convention. NMI represents Australia in our obligations under these treaties and ensures international recognition and acceptance of Australia’s measurement system.

Australia is also a member economy of the Asia-Pacific Legal Metrology Forum (APLMF). In 2024–25, NMI partnered with Singapore Weights and Measures Office with the support of the APLMF to implement the Frozen seafood program. NMI is currently chairing the APLMF Working Group on Measurement of Fuels, which was formed to harmonise the requirements for fuel measurement in the Asia-Pacific economies with a view to removing technical barriers to trade.

In 2024–25, NMI experts participated in 25 international meetings to:

• establish model draft laws and regulations for measuring instruments and their use
• promote closer relations between the departments responsible for measurement regulation in each of the OIML member states
• play an important leadership role in establishing a sustainable international system for measurement regulation that supports Australian businesses and manufacturers
• develop and guide the strategic direction of the OIML Certification System and related programs to ensure Australian businesses have access to global supply chains for trusted measuring instruments
• actively build and nurture relationships with critical trading partners and marshal global expertise during times of technological change
• influence the digitalisation of legal metrology infrastructure and work towards a harmonised approach to the emerging role of AI in legal metrology
• reduce barriers to trade and build opportunities for Australian businesses to invest and compete in global markets.

What an inspection for compliance involves

An inspection audit is checking to ensure that traders are complying with Australia’s trade measurement laws. A trade measurement inspector will:

• test measuring instruments
• inspect prepackaged goods to ensure they contain the correct amount of product
• review business and quality assurance processes
• give advice to educate traders in meeting compliance obligations
• take enforcement action when necessary.

Customer relationship management systems extended

NMI launched a new online portal for test and calibration services in June 2025. The launch followed substantial development and testing with internal staff and selected private sector users. Users found it is easy to use and a significant improvement on the paper process. Being able to download reports and find the status of a request was seen as a major benefit.

Building staff capacity

Trade measurement inspectors ensure that traders comply with the law and adopt correct measurement trading practices. They are a core part of NMI’s regulatory staff. Trade measurement inspectors complete a Certificate IV in Trade Measurement and a Certificate IV in Government (Investigations) over 12 to 18 months.

In 2024–25, NMI trained, assessed and appointed 3 new trade measurement officers. 

Staff also received training on: 

• driver safety, fire extinguisher training and manual handling
• complex measuring instrument training delivered to key personnel.

This work supports NMI’s performance target to build staff capability though internal and external training opportunities (RMG 128).

Modernising Australia’s measurement legislation

Following a comprehensive review, NMI is in the process of reforming Australia’s measurement legislation. In the 2023–24 Budget, the government announced $12.7 million of funding over 4 years to implement these reforms and support traders to understand their obligations.

The reforms are expected to streamline, modernise and simplify Australia’s measurement legislation to be more principles-based and flexible. The legislation will continue to ensure Australia has a strong, efficient and effective measurement system that reduces the regulatory burden on businesses and better aligns Australia’s measurement standards with international best practice. The Regulation Impact Statement is available on the Measurement Law Review section on the Office of Impact Analysis website.

NMI published its planned program of activities as part of the Legal metrology priorities 2024–25. This section provides an overview of:

• Trader audits – how many traders were audited and what was audited, over the 5 years to 2024–25
• Instrument audits – how many instruments were assessed for accuracy and whether inaccuracies were to the detriment (or disadvantage) of consumers, over the 5 years to 2024–25
• Prepackaged goods audits – how many lines were inspected and whether they were labelled according to law and had the correct amounts stated on the label, over the 5 years to 2024–25
• Complaints received in 2024–25 and NMI’s responses
• Enforcement actions over the 5 years to 2024–25.

Compliance activities are listed in the financial year they were taken. As a result, an initial audit, follow-up audit and enforcement action may be recorded in different financial years.

Trader audits

In 2024–25, NMI conducted 5,152 trader audits across industry sectors in metropolitan and regional areas, including:

• 3,554 audits in major cities
• 899 in inner regional Australia
• 565 in outer regional Australia
• 81 in remote Australia
• 53 in very remote Australia.

Inspectors also tested 7,427 measuring instruments and 55,615 lines of prepackaged goods for a total of 213,773 individual packages. They made 788 trial purchases to monitor trading practices, of which 70% (588) complied with measurement law.

Measuring instruments

The National Measurement Act 1960 regulates measuring instruments that are used for trade purposes. This regulatory framework is consistent with international best practice.

Australia’s trade measurement laws require that measuring instruments used for trade are:

• of an approved pattern
• verified
• accurate.

Accurate means that when a measuring instrument is tested by NMI’s trade measurement inspectors, it is operating within legal tolerances or ‘maximum permissible errors’. When an instrument is incorrect by more than the permitted error, even to the consumer’s advantage, it is defined as a non-compliance within the legislation. 

For example, if a consumer bought 60.0 litres of petrol, and the dispenser had an error of 1% to consumer disadvantage, the consumer would receive 59.4 litres of petrol. If a consumer bought 60.0 litres of petrol and the dispenser had an error of 1% to consumer advantage, the consumer would receive 60.6 litres of petrol.

In 2024–25, trade measurement inspectors assessed 7,427 measuring instruments, of which:

• 156 (2%) were inaccurate to consumer disadvantage
• 354 (5%) were inaccurate to consumer advantage.

Note: Instrument categories are from Schedule 2 of the National Trade Measurement Regulations 2009.

Prepackaged goods

A prepackaged good is a single item comprising a product and packaging so that it is ready for sale. NMI’s trade measurement inspectors check prepackaged goods in the Australian marketplace to ensure they contain the correct amount of product and are correctly marked.

In 2024–25, trade measurement inspectors examined 55,615 lines of prepackaged goods (213,773 individual packages) to determine whether they:

• contained the correct amount (weight, volume or units) of product as displayed on the label
• displayed sufficient measurement marking (for example, weight, price per kilogram, total price for the product) in the correct format and position
• included correct packer identification (name and street address of packer if packed in Australia).

Of the 55,615 lines of prepackaged goods tested in 2024–25, 1,485 (3%) were found to contain less product than what was stated on the package. Most of the discrepancies were relatively small, with a shortfall of less than 5%. For example, if a 1 kg packet of flour had a shortfall of 5%, the customer would receive 950 g (50 g less).

Most discrepancies detected in prepackaged goods are typically small and are often quickly resolved following advice from the trade measurement inspector.

Among the categories of prepackaged goods, meat and seafood consistently have the greatest proportions of products with short measure. However, in recent years there has been considerable variation among the other categories.

The following table lists the categories of prepackaged goods with the greatest proportions of incorrect measurement in 2024–25.

Complaints

NMI responds to complaints received from consumers and businesses on our website and through our helpline. In response to complaints we:

• visited 517 business premises
• tested 1,198 measuring instruments
• checked 1,045 lines of prepackaged goods
• conducted 63 trial purchases.

Identified non-compliances included:

• 16 instruments that were not of an approved pattern
• 44 measuring instruments that were not verified
• 56 measuring instruments that were inaccurate to consumer advantage
• 31 measuring instruments that were inaccurate to consumer disadvantage
• 43 lines of prepackaged goods with short measure
• 24 lines of prepackaged goods with non-compliant labelling
• 20 failed trial purchases.

NMI issued 137 non-compliance notices for the following breaches:

• 83 related to measuring instruments
• 22 related to packaged goods
• 32 for failure of trading practice (for example, shortfall offences from trial purchases).

Some stores were issued with more than one non-compliance notice or were issued with a non-compliance notice covering more than one breach.

No warning letters or infringements notices resulting from activities associated with the complaints program were issued in 2024– 25.

Enforcement actions

NMI inspectors issue non-compliance notices when they identify breaches of trade measurement law during trader audits. NMI considers all enforcement actions in line with the National Compliance Policy. 

We consider escalating our response when:

• we identify continued non-compliance
• a breach detected during an initial audit is severe (such as significant shortfall in multiple product lines)
• contraventions are of high public interest or impact.

Any enforcement action could cover more than one breach of trade measurement law. 

When non-compliance is assessed as having a low level of harm with minimal likelihood of continued non-compliance, the trade measurement inspector will issue a non-compliance notice and may give advice if appropriate. The aim is to provide education and guidance on measurement legislation requirements. A follow-up visit will check that any issues identified have been fixed. This is the most common course of action.

The Commonwealth Director of Public Prosecutions (CDPP) decides whether to take forward a referral for prosecution. Prosecutions may also conclude in the year after any referral. No convictions were recorded in 2024–25.

Notes: For infringement notices, dollar values in brackets are the total value for the financial year.

In 2024–25, the most common breaches resulting in a warning letter were short measure in prepackaged goods and breaches to trading practices. 

The most common breaches resulting in an infringement notice were:

• short measure in prepackaged goods
• breaches of trading practices (incorrect operation of scales and not allowing for the weight of packaging during over-the-counter transactions).

NMI plans forward compliance activities each financial year and publishes planned industry focus areas in our annual legal metrology priorities report. Compliance activities are organised into programs that run across the financial year. The program duration varies – it may run throughout the whole year, for 6 months, or be a week-long concentrated audit. 

During concentrated audit programs, all trade measurement inspectors focus on a target industry for one week. In 2024–25, NMI undertook 2 concentrated one-week programs focused on measurement compliance in the following areas:

• bakeries
• hardware and building supplies.

We used all available trade measurement inspectors across the country to complete audits of these trade groups during the nominated weeks.

The 2 planned education programs were not delivered in this financial year. Education is part of our regular compliance activity and continues in 2025–26.

The following sections detail compliance program outcomes for the 2024–25 financial year.

Bakery concentrated national audit program

Between 26 and 30 August 2024, trade measurement inspectors visited bakeries and places that sold baked products such as bread, rolls, donuts, cake and biscuits. Bakeries were targeted as part of the 2024–25 concentrated national audit program in response to cost-of-living pressures and to inform the industry risk profile.

During this audit, NMI trade measurement inspectors: 

• visited 684 business premises, of which 532 (78%) were compliant with measurement law
• tested 74 measuring instruments, of which 70 (95%) were compliant
• checked 5,891 prepackaged article lines, of which 5,330 (91%) were compliant
• conducted 5 trial purchases, all of which were compliant.

Identified non-compliances included:

• 1 measuring instrument that was not of an approved pattern
• 1 measuring instrument that was not verified
• 2 measuring instruments that were inaccurate to consumer advantage
• 1 measuring instrument that was inaccurate to consumer disadvantage
• 95 prepackaged goods with short measure
• 478 lines of prepackaged goods with non-compliant labelling.

There were no failed trial purchases.

Most non-compliance was corrected by traders following advice from trade measurement inspectors. NMI issued 159 non-compliance notices for the following breaches:

• 3 related to measuring instruments
• 149 related to prepackaged goods
• 7 for failure of trading practice (for example, shortfall offences from trial purchases).

Some traders received more than one non-compliance notice or received a non-compliance notice covering more than one breach.

NMI issued 2 warning letters. Two infringement notices were issued for $1,565 each.

Hardware and building supplies concentrated national audit program

Between 11 and 15 November 2024, trade measurement inspectors visited stores that sell hardware and building supplies. Hardware and building supplies were targeted as part of the 2024–25 concentrated national audit program due to compliance history and stakeholder feedback.

During this program, NMI trade measurement inspectors:

• visited 459 business premises, of which 335 (73%) were compliant with measurement law
• tested 108 measuring instruments, of which 99 (92%) were compliant
• checked 9,181 packaged article lines, of which 8,663 (94%) were compliant
• conducted 86 trial purchases, of which 72 (84%) were compliant.

Identified non-compliances included:

• 49 measuring instruments that were not of an approved pattern
• 4 measuring instruments that were not verified
• 2 measuring instruments that were inaccurate to consumer disadvantage
• 99 prepackaged article lines with short measure
• 437 lines of prepackaged goods with non-compliant labelling
• 14 failed trial purchases.

There were no measuring instruments that were inaccurate to consumer advantage.

Most non-compliance was corrected by traders following advice from trade measurement inspectors. NMI issued 112 non-compliance notices for the following breaches:

• 7 related to measuring instruments
• 56 related to prepackaged goods
• 49 for failure of trading practice (for example, shortfall offences from trial purchases).

Some traders received more than one non-compliance notice or received a non-compliance notice covering more than one breach.

In 2024–25, NMI issued 4 warning letters.

Regional and remote communities

During this program inspectors focused on inspecting and educating businesses in regional and remote areas throughout Australia. Regional and remote communities are defined in line with the Australian Statistical Geography (ASG) Remoteness Structure.

During these visits in 2024–25, inspectors:

• visited 505 business premises, of which 377 (75%) were compliant with measurement law
• tested 1,010 measuring instruments, of which 888 (88%) were compliant
• checked 4,095 prepackaged article lines, of which 3,731 (91%) were compliant
• conducted 95 trial purchases, of which 61 (64%) were compliant.

Identified non-compliances included:

• 12 measuring instruments that were not of an approved pattern
• 45 measuring instruments that were not verified
• 37 measuring instruments that were inaccurate to consumer advantage
• 26 measuring instruments that were inaccurate to consumer disadvantage
• 257 lines of prepackaged goods with short measure
• 126 lines of prepackaged goods with non-compliant labelling
• 34 failed trial purchases.

NMI issued 159 non-compliance notices for the following breaches:

• 72 related to measuring instruments
• 44 related to prepackaged goods
• 43 for failure of trading practice (for example, shortfall offences from trial purchases).

Some stores were issued with more than one non-compliance notice or were issued with a non-compliance notice covering more than one breach.

NMI issued one warning letter. Two infringement notices were issued for $1,650 and $3,130.

Marketplace intelligence

During this annual program, trade measurement inspectors visit traders who manufacture wholesale seasonings, herbs, spices, tea, coffee, snacks, confectionery and prepared meals. During these visits in 2024–25, inspectors:

• visited 1,002 business premises, of which 704 (70%) were compliant with measurement law
• tested 1,301 measuring instruments, of which 1,167 (90%) were compliant
• checked 9,953 prepackaged article lines, of which 9,173 (92%) were compliant
• conducted 108 trial purchases, of which 71 (66%) were compliant.

Identified non-compliances included:

• 18 measuring instruments that were not of an approved pattern
• 31 measuring instruments that were not verified
• 65 measuring instruments that were inaccurate to consumer advantage
• 10 measuring instruments that were inaccurate to consumer disadvantage
• 302 lines of prepackaged goods with short measure
• 554 lines of prepackaged goods with non-compliant labelling
• 37 failed trial purchases.

NMI issued 242 non-compliance notices for the following breaches:

• 81 related to measuring instruments
• 111 related to prepackaged goods
• 50 for failure of trading practice (for example, shortfall offences from trial purchases).

Some stores were issued with more than one non-compliance notice or were issued with a non-compliance notice covering more than one breach.

NMI issued one warning letter. Two infringement notices were issued for $1,565 and $3,130.

Compliance confidence

Compliance confidence programs are targeted follow-up inspections designed to verify whether businesses have addressed non-compliance identified in earlier audits. Their aim is to confirm that corrective actions – such as implementing quality assurance systems or staff training – have been successfully adopted. Such actions increase our confidence in ongoing compliance.

In 2024–25, the compliance confidence program audited retailers of seasonal and festive season products (Christmas), wholefoods and health foods. 

Over both compliance confidence activities, trade measurement inspectors:

• visited 262 business premises, of which 201 (77%) were compliant with measurement law
• tested 385 measuring instruments, of which 336 (87%) were compliant
• checked 6,239 lines of prepackaged goods, of which 5,903 (95%) were compliant
• conducted 105 trial purchases, of which 80 (76%) were compliant.

Identified non-compliances included:

• 10 measuring instruments that were not of an approved pattern
• 17 measuring instruments that were not verified
• 29 measuring instruments that were inaccurate to consumer advantage
• 4 measuring instruments that were inaccurate to consumer disadvantage
• 98 prepackaged goods with short measure
• 210 packaged article lines with non-compliant labelling
• 25 failed trial purchases.

NMI issued 112 non-compliance notices for the following breaches:

• 31 related to measuring instruments
• 49 related to prepackaged goods
• 32 for failure of trading practice (for example, shortfall offences from trial purchases).

Some stores were issued with more than one non-compliance notice or were issued with a non-compliance notice covering more than one breach.

NMI issued 4 warning letters.

International foods

The purpose of this program was to assess compliance of traders who wholesale and retail international foods. The program focused on traders who:

• were previously found to be non-compliant
• were issued with a non-compliance notice in the past 2 years
• have not been previously audited (no compliance history in NMI’s Trade Measurement Activity Reporting System).

Inspections evaluated business practices such as over-the-counter and online transactions, instrument verification and accuracy, and the marking and labelling requirements of prepackaged goods, especially those packed in-store.

During the 2024–25 program, inspectors:

• visited 511 business premises, of which 317 (62%) were compliant with measurement law
• tested 359 measuring instruments, of which 272 (76%) were compliant
• checked 11,822 lines of prepackaged goods, of which 11,117 (94%) were compliant
• conducted 90 trial purchases, of which 51 (57%) were compliant.

Identified non-compliances included:

• 27 measuring instruments that were not of an approved pattern
• 51 measuring instruments that were not verified
• 32 measuring instruments that were inaccurate to consumer advantage
• 6 measuring instruments that were inaccurate to consumer disadvantage
• 385 prepackaged goods with short measure
• 417 packaged article lines with non-compliant labelling
• 39 failed trial purchases.

NMI issued 247 non-compliance notices for the following breaches:

• 70 related to measuring instruments
• 123 related to prepackaged goods
• 54 for failure of trading practice (for example, shortfall offences from trial purchases).

Some stores were issued with more than one non-compliance notice or were issued with a non-compliance notice covering more than one breach.

NMI issued 12 warning letters and 3 infringement notices amounting to a total of $14,850 in fines.

Frozen seafood program

In 2024–25, we partnered with Singapore Weights and Measures Office with the support of the APLMF to implement the frozen seafood compliance program. Frozen seafood has been an area of focus for many of the APMLF member economies. NMI’s trade measurement inspectors audited prepackaged frozen seafood products for compliance with Australia’s measurement laws.

During the 2024–25 program, NMI inspectors:

• visited 53 business premises, of which 38 (72%) were compliant with measurement law
• tested 25 measuring instruments, of which 23 (92%) were compliant
• checked 328 lines of prepackaged goods, of which 309 (94%) were compliant.

Identified non-compliances included:

• 2 measuring instruments that were inaccurate to consumer advantage
• 18 prepackaged goods with short measure
• 1 packaged article lines with non-compliant labelling.

NMI issued 13 non-compliance notices for the following breaches:

• 1 related to measuring instruments
• 13 related to prepackaged goods
• 1 for failure of trading practice (for example, shortfall offences from trial purchases).

Some stores were issued with more than one non-compliance notice or were issued with a non-compliance notice covering more than one breach.

In 2024–25, no warning letters or infringements associated with the frozen seafood program were issued.

This collaboration demonstrates our sustained commitment to strengthening regional cooperation and ensuring trusted measurement standards in seafood trade.

Serious enforcement actions are considered when severe or continued non-compliance is identified. Certain trader types continued to have higher rates of serious non-compliance during 2024–25 than other trader types. This reflects ongoing issues in those sectors.

Higher rates of serious non-compliance that were detected among some trader types in 2023–24 resulted in these traders being investigated further during the 2024–25 audit programs.

The data in this section includes aggregate results from all audits conducted in 2024–25. It includes those from concentrated audit programs and desktop audits. 

Meat – retail

Note: Breach numbers may not have resulted in the same number of enforcement actions. For example, 3 breaches may result in one warning letter.

Supermarkets

Note: Supermarkets audit data includes visits to major supermarkets, independent supermarkets and co-operatives, and smaller retail supermarkets.

Note: Breach numbers may not have resulted in the same number of enforcement actions. For example, 3 breaches may result in one warning letter.

Licensed premises

Note: Breach numbers may not have resulted in the same number of enforcement actions. For example, 3 breaches may result in one warning letter.

Seafood – retail

Note: Breach numbers may not have resulted in the same number of enforcement actions. For example, 3 breaches may result in one warning letter.

Delicatessens

Note: Breach numbers may not have resulted in the same number of enforcement actions. For example, 3 breaches may result in one warning letter.

Fruit and vegetables – retail

Note: Breach numbers may not have resulted in the same number of enforcement actions. For example, 3 breaches may result in one warning letter.

An accurate measuring instrument is the basis of any trade measurement transaction. Compliance in 2024–25 was as follows:

Measuring instruments are non-compliant if one or more of the following is identified:

• The instrument is not verified by an authorised servicing licensee (or without a verification mark).
• The instrument failed to measure accurately, regardless of whether the inaccuracy was to consumer disadvantage or consumer advantage
• The instrument did not meet other necessary standards to comply with legislation, such as display issues, eccentricity, inadequate sealing and data plate irregularities.

Note: Percentages may not add to 100% due to rounding errors.

Measuring instrument compliance rates at the initial audit have increased since last year:

• 2023–24: initial instrument compliance was 84%, and 86% on follow-up
• 2024–25: initial instrument compliance was 87%, and 86% on follow-up.

When trade measurement inspectors conduct a follow-up audit, they may inspect additional instruments to ensure trader compliance overall. This may result in further non-compliance being detected. 

Compliance of retail fuel dispensers

Of the 2,613 fuel dispensers tested in 2024–25:

• 151 (6%) had an error resulting in consumer advantage (the consumer received more fuel than what was indicated on the display)
• 90 (3%) had an error resulting in consumer disadvantage (the consumer received less fuel than what was indicated on the display).

Most dispensers found to be inaccurate to consumer disadvantage were in the range of one to 3 times the maximum permissible error of 0.3%. This equates to between 30 cents and 90 cents for every $100.00 of fuel delivered. It is a relatively small sum for an individual consumer. However, if it is applied to 5% of all fuel sales in the year, it amounts to between $12 million and $36 million in total detriment for the Australian community.

Consumer complaints

Consumer concern about inaccurate fuel dispensers is reflected in the complaints to NMI about potential breaches of trade measurement law, of which almost two-thirds relate to allegations of short measure from fuel dispensers (liquid and gas). Only 20 (8%) of the 240 fuel-related complaints received in 2024–25 were justified when investigated. This is consistent with previous years.

Complex measuring instruments

For this program, NMI’s trade measurement inspectors target traders who own complex measuring instruments such as weighbridges, truck-mounted flow meters and wheeled loader weighers. These high-capacity measuring instruments are used in various industries to trade large quantities of commodities such as coal, wheat, fuel and waste. In 2024–25, NMI’s trade measurement inspectors conducted 132 audits, of which 8 (6%) were found to be non-compliant. 

Of the 211 instruments that were tested:

• 8 were found to be not verified
• 6 were found to be inaccurate to consumer disadvantage
• 3 were found to be inaccurate to consumer advantage.

Public weighbridge operators and servicing licensees help build trust and confidence in the accuracy of measurements used to determine the trade value of goods. NMI appoints:

• servicing licensees to verify the accuracy of trade measuring instruments
• public weighbridge licensees to ensure weighbridges available to the public operate within regulatory requirements.

Compliance and monitoring activities that help ensure the integrity of the licensing system include:

• audits of the quality systems of servicing and public weighbridge licensees
• audits of recently verified measuring instruments to confirm they were properly verified.

We also monitor servicing licensee compliance through:

• auditing test reports submitted for complex instrument verifications
• requiring licensees to report their measuring instrument verifications
• ensuring licensees have the relevant licence subclass to verify measuring instruments
• confirming verifications are performed by verifiers who hold appropriate competency for specific instrument types.

In 2024–25, NMI conducted:

• 555 verifier audits, of which 443 (80%) were compliant
• 1,051 checks of verifier instruments, of which 939 (89%) were compliant
• 46 service licensee audits, of which 38 (83%) were compliant and 8 (17%) were non-compliant
• 43 public weighbridge audits, of which 35 (81%) were compliant and 8 (19%) were non-compliant.

NMI uses its national footprint of trained and skilled trade measurement inspectors to deliver the following marketplace audit programs for the Australian Government:

• Tobacco plain packaging for the Department of Health, Disability and Ageing (DoHDA)
• Fuel quality monitoring for the Department of Climate Change, Energy, the Environment and Water (DCCEEW).

Tobacco plain packaging

NMI supports DoHDA in the administration and enforcement of the Public Health (Tobacco and Other Products) Act 2023 and the now-repealed Tobacco Plain Packaging Act 2011 through a Memorandum of Understanding (MoU). Under the MoU, NMI trade measurement inspectors undertake monitoring, compliance and enforcement activities, including information visits and complaint investigations. In agreement with DoHDA, this program was paused during 2024–25.

Fuel quality monitoring

NMI supports the delivery of the Australian National Fuel Quality Monitoring Program on behalf of DCCEEW. The program is administered under the Fuel Quality Standards Act 2000 through an operational agreement. Under the agreement, NMI trade measurement inspectors were appointed as fuel quality standards inspectors. They completed fuel site inspections and sampling activities to assess the quality of liquid fuels throughout the Australian supply chain.

More detail is available on page 258 of the DCCEEW 2024–25 Annual Report.