Compliments & Complaints

If you’ve had a great experience with us or have suggestions where you think we need to improve, we would love to hear from you.

To provide feedback of any kind, contact communications@copyright.com.au. We want to provide great service, so if we have not met your expectations, please let us know and we will try and put things right.

You can lodge a formal complaint if:

  • you are a member of Copyright Agency i.e. an author, journalist, visual artist, photographer or publisher; or
  • a licensee of Copyright Agency e.g. a school, university, corporation, TAFE, government department, document delivery service or local council.

Procedure

All complaints must be made in writing and must give the name and address of the person or organisation making the complaint. The complaint must include the following information:

  • What is perceived as the problem?
  • The nature of the practice being complained about; and
  • A simple explanation of the reason(s) for the objection.

Copyright Agency will provide any member or licensee with all possible assistance should they wish to formulate and lodge a complaint.

All complaints must be addressed to:

Complaints Officer
Copyright Agency Limited
Level 11, 66 Goulburn Street
Sydney NSW 2000

or emailed to complaints@copyright.com.au

What happens once a complaint is lodged?

Once a complaint reaches Copyright Agency, our Complaints Officer will acknowledge its receipt within seven working days. During this time the Complaints Officer will make an assessment as to whether the complaint is legitimate or whether it is frivolous, vexatious or an abuse of the complaints procedure.

If a decision is made that the complaint is frivolous, the member or licensee will be notified of this in the acknowledgment letter, and will be provided with an explanation of why this decision has been made.

If a complaint has been found to be legitimate, Copyright Agency has a further 21 working days to respond in writing to the complainant. The complainant then has 21 working days to comment on the response.

If further comment is received from the complainant, Copyright Agency must then provide a final written response within 14 working days.

What happens if a member or licensee if still unsatisfied at the end of this process?

If a member or licensee is unhappy with Copyright Agency’s final response, they have ten days in which to inform Copyright Agency of their intention to avail themselves of our Dispute Resolution procedure.

For more information concerning Copyright Agency’s Complaints Handling procedure contact our Complaints Officer on +612 9394 7600 or email complaints@copyright.com.au