Client service charter
OUR VISION AND MISSION
OUR VISION AND MISSION
Our vision is for a world that encourages and supports creativity, communication and learning.
Our mission is to provide simple ways for people to reproduce, store and share words, images and other creative content, in return for fair payment.
We are committed to providing high quality rights management services to our clients and the wider community.
Our Client Service Charter sets out the service standards that you can expect from us and how we will deliver these services to you.
WHAT ARE OUR SERVICE LEVEL STANDARDS?
Service to our clients is paramount. We aim to provide you with the highest level of assistance across our range of rights management services.
We have set the following service standards so that members, clients, licensees and the wider community know what to expect when dealing with us.
We are committed to:
- providing excellent customer service
- improving our processes and procedures
- delivering timely, accurate and efficient services and
- looking for new ways to provide better services for our clients and the wider community.
Our service to you
We strive to always treat clients fairly and honestly. As a result, our services to clients aim to be:
- accurate, and
We aim to make our contact with clients:
- courteous, and
Our staff aim to:
- be accessible
- provide accurate and meaningful information, and
- accept and respond to your feedback.
You can contact us by phone, fax, email and letter. You can even make an appointment to meet with one of our Client Relations Officers.
When contacting us by phone, we aim to respond to you either at the first point of contact or within one (1) working day.
We will respond to all other correspondence, including email, fax and letter, within seven (7) days.
If we cannot respond to your query within this timeframe, we will acknowledge your communication, let you know why we cannot fully respond and give you an estimated time when you can expect a more detailed response.
OUR SAMPLING AND INFORMATION MANAGEMENT
Our sample schemes measure how much and what copyright material is copied by our licensees and how much each member is entitled to claim from our distributions for that copying.
Our sampling and information management system aims to be
- transparent and
Our sampling and information management schemes are run in accordance with industry approved sampling methodology.
Our distribution policy sets out:
- how entitlements to payment are calculated
- how and when members will be paid, and
- deductions from revenue before distribution
We aim to ensure our distribution system is:
- consistent, and
We aim to send payments for correctly completed claim forms to members within four (4) weeks of the claim form being received by us .
Our copying licences provide access to rights cleared content and information.
Our licences aim to be:
- easy to use, and
- cost effective.
COMMUNICATION WITH CLIENTS
Communicating with our clients is of significant importance to us. We work hard to increase the understanding of copyright in the community and promotes the contribution that creators make.
We aim to:
- provide simple and clear information in plain English
- consult with clients about issues that we and rightsholders face
- create opportunities for dialogue between clients and us
- make it easy for you to communicate with and provide information to us, and
- make communications and publications available for free via our website or upon request.
YOUR CONCERNS AND COMPLAINTS
We value our relationships with clients and aims to resolve complaints and disputes to the satisfaction of members, licensees and us.
Our Complaints Handling and Dispute Resolution procedures are available to all members and licensees and aim to ensure:
- our dealings with you are fair and transparent
- clients know their rights
- complaints and disputes are dealt with quickly, and
- clients are kept informed about the progress and outcomes of their complaint or dispute.
Our staff will provide any member or licensee with all reasonable assistance when formulating or lodging a complaint. For further information, see our Complaints Handling and Dispute Resolution Procedures information sheet.
We go to considerable effort to protect the privacy of its clients. We comply with all applicable legislation relating to privacy and ensure that a ll information we keep relating to clients and members is accurate, regularly maintained and up to date.
Membership is free. If you are a creator of copyright material, or own or control the rights to copyright material, you are eligible to join .
As a member, you have the right to be treated fairly, honestly, impartially, courteously and in accordance with our Constitution and the terms of your Membership Agreement.
As a licensee, you have the right to be treated fairly, honestly, impartially, courteously, and in accordance with our Constitution and any licence agreement.
You have the right to access information about our licences or licence schemes, including the terms and conditions applying to them, and the manner in which we collect remuneration and/or licence fees for the use of copyright material.
As a valued client, it is your responsibility to abide by any responsibilities set out under:
- our Constitution
- any Membership Agreement
- any licence agreements, and
- applicable laws and legislation.
Licensees and other users of copyright materials are obliged to respect the creators and rightsholders of materials being used. This includes the obligation to reward creators and rightsholders for the use of their works.
We take our client service standards seriously and welcomes feedback and suggestions from clients and the community about the Charter or any other aspect of our business.
You can send your feedback to email@example.com or contact us.
CODE OF CONDUCT
We are a signatory to the voluntary Code of Conduct for Copyright Collecting Societies and participate fully in the annual review of code compliance.