Who can we help?
We can handle complaints from:
- licence holders;
- people who have applied for a licence;
- people who have been approached to apply for a licence;
- a member of a Collective Management Organisation; or
- someone who is representing a person in one of the situations above.
There are some rules about when we can help
Before you can use our service you must tell the Collective Management Organisation about your problem and follow its complaints procedure.
The Collective Management Organisation has up to eight weeks to resolve your problem.
If, during this time, you receive a letter from the Collective Management Organisation which says that it will no longer be handling your complaint or it tells you that it has reached its final position, and you are not satisfied, you should let us know.
The company may refer to this as a deadlock letter. You can see more about this on the Explaining your final position section of this website.
If at least eight weeks have passed since you first complained and it has not been resolved to your satisfaction, you should let us know.
There is a deadline for bringing a complaint to us
You must tell us about your complaint within nine months from the date you first complained to the Collective Management Organisation.
Telling us about your complaint
If you would prefer for someone else to handle your complaint for you, we can make arrangements with you to do this.
What we can and cannot do is set out in our terms of reference. You can see the terms of reference here. We’ll decide if your complaint fits in with these terms and whether we have the power to deal with it.