Copyright Agency's complaints handling procedure
updated October 2011. For a printable pdf version of this information click
here.
Why does Copyright Agency have a Complaints Handling procedure?
Copyright Agency Limited has developed a Complaints Handling procedure to ensure that complaints are handled in a clearly defined and effective manner. This policy represents Copyright Agency’s commitment to fair and transparent dealings with our licensees and members.
Copyright Agency’s Complaints Handling procedure complies with the requirements of
Australian Standard 10002:2006, Guidelines for complaints handling in organizations (the Standard). The procedure is administered in accordance with the Standard, the
Code of Conduct for Copyright Collecting Societies, as well as general principles of fairness.
Who can make a complaint?
You are eligible to lodge a 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.
What can be complained about?
Complaints may be made about any aspect of Copyright Agency’s operations.
What is the procedure for making a complaint?
There is a set procedure that must be followed when making a complaint.
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:
1. What is perceived as the problem? This could include:
- the distribution of licence fees;
- Copyright Agency’s standard of service;
- Copyright Agency’s treatment of members or licensees;
- the transparency of Copyright Agency’s operations and financial reporting;
- licence fees;
- collecting society expenses and other amounts allowed by Copyright Agency’s Constitution;
- corporate governance and accountability;
- a Copyright Agency employee;
- Copyright Agency’s role in the education and awareness of copyright;
- Copyright Agency’s representation of its members; or
- other issues raised in the Code of Conduct for Copyright Collecting Societies not described above.
2. The nature of the practice being complained about; and
3. 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.
Who should complaints be addressed to?
All complaints must be addressed to:
Complaints Officer
Copyright Agency Limited
Level 15, 233 Castlereagh Street
Sydney NSW 2000
What happens once a complaint has been 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 occurs if a member or licensee is 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.
Information concerning this procedure can be found on the
Dispute resolution procedure between Copyright Agency and its members or licensees information sheet.
For more information concerning Copyright Agency’s Complaints Handling procedure contact our Complaints Officer on +612 9394 7600 or email
complaints@copyright.com.au.
Who is Copyright Agency?
Copyright Agency Limited provides simple ways for people to reproduce, store and share words, images and other creative content, in return for fair payment. In doing so, it connects the creators, owners and users of copyright material.
Code of Conduct
Copyright Agency is a signatory to the Code of Conduct for Copyright Collecting Societies (the Code). It is designed to ensure that the rights of all members and licensees are clearly stated, and that the operations of collecting societies are transparent and accessible.
The Code includes requirements for the Complaints Handling and Dispute Resolution procedures that collecting societies must follow. The Code and these procedures are available from Copyright Agency’s website and on request.