You can lodge a formal complaint if you are a member or licensee of Copyright Agency.
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 12, 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
Code of Conduct for Copyright Collecting Societies
We are a signatory to the Code of Conduct for Copyright Collecting Societies. In July each year, we report to the Annual Code Reviewer on our compliance with the Code for the previous financial year. This report includes how we have responded to any complaints during the reporting period.
December 2024