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.
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:
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.
APRA AMCOS has a whistleblower policy and anonymous complaints under this policy can be submitted directly to an independent third party.
Any person or organisation that has any dealings with APRA AMCOS can make a complaint, including members, licensees and members of the public.
Your complaint should include:
We will acknowledge your complaint within 2 business days of receipt.
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