Complaints procedure

We strive to provide the best service

APRA AMCOS has multiple systems in place to ensure we're providing the best service possible at all times. However, you may wish to comment on an aspect of the conduct or operation of APRA AMCOS.

Our complaints handling policy and procedures ensure that any complaints are dealt with in an efficient, transparent and fair manner.

What is a complaint?

A complaint is an allegation that APRA AMCOS’ conduct has fallen short of the standard of conduct required by the Code of Conduct for Collection Societies (Code). An example of a complaint is if you are not satisfied with the manner in which you have been treated by a staff member, or you feel that APRA AMCOS has been generally unfair or unreasonable in the setting of its licence fees.

If you consider that our conduct has fallen short of the standard of conduct required by the Code, you can submit a complaint using the methods set out further below.

If you have a dispute in relation to APRA AMCOS’ licensing practices or administration, you can submit a ‘dispute’. A dispute is different to a complaint in that a ‘dispute’ is a difference of opinion between you and APRA AMCOS on aspects of our licensing practices or administration. Disputes may arise for a number of reasons, for example:

• you do not agree with the way we have applied a licence to your business, including the licence fees we've asked you to pay;
• you believe you should be licensed under a different scheme to the one we asked you to be licensed under; or
• you disagree with the way we distribute royalties.

More information about raising a dispute with APRA AMCOS and the independent alternative dispute resolution facility, Resolution Pathways, is available in our Licensing Disputes procedure and our Member Disputes procedure.

How to make a complaint

Complaints about any aspect of APRA AMCOS’ business or operations need to be made in writing.

You can make a complaint in one of the following ways:

• By email to Complaints Officer at APRA AMCOS, [email protected]
• Or by post to the Complaints Officer at APRA AMCOS, Locked Bag 5000 Strawberry Hills NSW 2012

Where possible, please provide your name and relevant contact details as anonymous complaints are more difficult for APRA AMCOS to resolve successfully.

APRA AMCOS has a whistleblower policy and anonymous complaints under this policy can be submitted directly to an independent third party.Submit your complaint

Who can make a complaint?

Any person or organisation that has any dealings with APRA AMCOS can make a complaint, including members, licensees and members of the public.

What to include in your complaint

Your complaint should include:

• Where possible, your name and contact details, and/or the name and contact details of your organisation.
• What your complaint is about (e.g. the standard of services we provide, the conduct of any of our employees, or the transparency of our operations).
• The outcome you hope to achieve.
• Any material that supports your complaint.

How we handle complaints

We will acknowledge your complaint within 2 business days of receipt.

• In most cases, we'll respond to the complaint in writing within 14 days of acknowledging receipt.
• We maintain a register of all complaints and responses, and the Complaints Officer keeps a copy of that register.
• All responses we give regarding the complaint will give you the opportunity to ask for further clarification or, if necessary, to take the matter further.
• If you are not satisfied with the explanation provided, you can refer the matter to APRA AMCOS' independent alternative dispute resolution facility, 'Resolution Pathways'. Find out more about Resolution Pathways.

Need help with your complaint?

If you'd like some help in either formulating your complaint or questions about what information to include, please contact the Complaints Officer at APRA AMCOS, email [email protected] or post to Locked Bag 5000 Strawberry Hills NSW 2012.