COMPLAINTS AND DISPUTE RESOLUTION PROCEDURE
RadioPro Ltd, operates as a Collective Management Organisation (CMO) under the Regulations of the Collective Management of Copyright (EU Directive) Regulations 2016 and the RadioPro Ltd Memorandum and Articles of Incorporation, as amended on 11th April 2019 .
RadioPro Ltd undertakes to deal with different types of complaints, implementing per-determined Dispute Resolution Mechanisms. The complaint handling and dispute resolution procedures we follow, are in accordance with Regulations 31 and 32 of the Collective Management of Copyright (EU Directive) Regulations 2016:
31.—(1) A collective management organisation must make available to—
(b)right holders who are not its members but who have a direct legal relationship with it by law or by way of assignment, licence or other contractual arrangement,
(c)collective management organisations on whose behalf it manages rights under representation agreement, and
effective and timely procedures for dealing with complaints.
(2) The matters covered by the procedures for dealing with complaints referred to in paragraph (1) relate in particular to—
(a)authorisation to manage rights;
(b)termination or withdrawal of rights;
(d)the collection of amounts due to right holders;
(e)deductions and distributions; and
(f)the service provided.
(3) A collective management organisation must—
(a)respond in writing to complaints; and
(b)give reasons where it rejects a complaint.
(4) Paragraph (1)(d) does not apply where the collective management organisation is a business with fewer than ten employees and which has a turnover or balance sheet of less than 2 million euros per annum.
Alternative dispute resolution procedures
32.—(1) A collective management organisation must ensure that disputes to which—
(a)paragraph (2) applies, or
(b)paragraph (3) applies,
can be submitted to an independent and impartial alternative dispute resolution procedure.
(2) This paragraph applies to disputes between a collective management organisation and one of its members, a right holder, a user or another collective management organisation concerning compliance with these Regulations other than—
(a)a dispute to which paragraph (3) applies; or
(b)a dispute concerning paragraph (4)(b) of regulation 15 (tariffs).
(3) This paragraph applies to disputes between a collective management organisation to which Part 3 of these Regulations applies which grants or offers to grant multi-territorial licences for online rights in musical works with—
(a)an actual or potential online service provider regarding compliance with regulations 15 (licensing), 24 (transparency), 25 (accuracy of multi-territorial repertoire information) and 26 (reporting and invoicing);
(b)a right holder regarding compliance with regulations 24, 25, 26, 27 (payment to right holders), 28 (agreements between collective management organisations), 29 (representation of other collective management organisations) and 30 (access to multi-territorial licensing); and
(c)another collective management organisation regarding compliance with regulations 24, 25, 26, 27, 28 and 29.
(4) Paragraph (1)(a) does not apply where the collective management organisation is a business with fewer than ten employees and which has a turnover or balance sheet of less than 2 million euros per annum“.
All interested parties are welcome to submit their complaints, using our contact form. The resolution procedure will take place according to our policies, in order to solve the dispute in a time efficient and amicable way.