arrow  PROSEDUR ADUAN / COMPLAINTS PROCEDURE

   

Prosedur Aduan MACP untuk Ahli dan Pelesen / MACP’s Complaints Procedure for Licensees and Members


MACP sentiasa berusaha untuk memperbaiki peranannya di dalam memperjuangkan hakcipta muzik. MACP mengambil tanggungjawabnya secara serius bagi memastikan para ahli dan pelesennya menerima perkhidmatan yang sebaik mungkin.

MACP strives to improve its role in advancing music copyright. MACP takes its responsibilities seriously in order to ensure members and licensees receive the best services possible.

Walaubagaimanapun, kita sedar bahawa ada ketika para ahli dan pelesen MACP mungkin mempunyai komen tertentu yang hendak dikemukakan atau dipanjangkan mengenai perkhidmatan yang diberikan oleh MACP.

Nevertheless, we are aware that at times people may have certain comments that they would like to express or be addressed pertaining to the services that are rendered by MACP.

Oleh yang demikian, MACP telah menyediakan satu Prosedur Aduan yang mengandungi proses yang jelas, pasti dan tulus bagi pengendalian sesuatu aduan terhadap MACP.

In view of this, MACP has devised a Complaints Procedure which contains a clear, definitive and transparent process of how a complaint is handled by MACP.

A. Penyerahan Aduan / Submitting a Complaint

Semua aduan perlu diserahkan secara bertulis dan merujuk kepada salah satu fungsi dan operasi MACP.

All complaints should be in writing and make reference to a particular aspect of MACP’s business functions and operations.

Setiap aspek operasi MACP dikendalikan oleh bahagian yang khusus. Oleh itu aduan perlu disalurkan kepada bahagian yang relevan mengikut subjek aduan seperti berikut:

Different aspects of MACP’s business operations are taken care by specialised departments and so complaints should be directed to the relevant department according to the subject matters as follows:

Keahlian / Membership:

Perlesenan / Licensing:

Dokumentasi & Pengagihan / Documentation & Distribution:

Untuk Perhatian / Attention: Pn. Aishah Sanan
Bahagian Keahlian / Membership Department

Untuk Perhatian / Attention: Mr. Abdurahemsa Mokhtar
Bahagian Pelesenan / Licensing Department

Untuk Perhatian / Attention: Ms. SK Ng
Bahagian Dokumentasi dan Pengagihan / Documentation & Distribution Department

Music Authors’ Copyright Protection (MACP) Berhad
Unit 8, Level U2, Block D4, (D4-2-8),
Solaris Dutamas, No. 1 Jalan Dutamas 1, 50480 Kuala Lumpur
Tel: 603 6207 8638
Fax: 603 6206 2228
Email: complaints@macp.com.my

B. Penyediaan Aduan / Preparing the Complaint

  1. Untuk melakukan satu aduan, anda perlu mengisikan Borang Aduan, dan melampirkan dokumen sokongan yang relevan, di mana diperlukan.
    In order to make a Complaint, you will have to fill in the Complaint Form, together with relevant supporting documents, where necessary.

  2. Aduan tersebut perlu mengandungi perkara seperti berikut:
    • nama penuh anda dan maklumat untuk menghubungi anda, dan/atau nama dan maklumat organisasi yang anda mempunyai kuasa untuk mewakili;
    • aspek khusus aduan anda, sebagai contoh:
      • keahlian bersama MACP;
      • Peraturan Pengagihan; 
      • terma dan syarat pelesenan;
      • Tarif MACP;
      • standard perkhidmatan kami;
      • perilaku pekerja-pekerja kami;
      • ketulusan operasi kami; atau
      • pentadbiran hak-hak anda
    • sebab-sebab aduan anda;
    • keputusan yang diinginkan; dan
    • sebarang dokumen yang relevan untuk menyokong aduan anda.

    The Complaint shall include the following:
    • your full name and current contact details, and/or the name and contact details of the organization you are authorized to act for;
    • the specific area(s) complained of, for example:
      • membership with MACP;
      • Distribution Rules;
      • Licensing terms and conditions; 
      • MACP’s Tariffs;
      • the standard of our services;
      • the conduct of any of our employees;
      • the transparency of our operations; or
      • administration of your rights
    • reason(s) for your complaint;
    • the desired outcome you wish for; and
    • any relevant documents to support your complaint.

  3. Sila emel atau tulis kepada Pengurus Undang-Undang MACP jika anda memerlukan bantuan di dalam mengenal pasti isu-isu relevan dan mendokumentasi Aduan anda.
    Please email or write to the Legal Manager at MACP if you require any assistance in identifying the relevant issues and documenting your Complaint.

C. Proses Aduan / Complaint Process

  1. Apabila satu Aduan diterima oleh kami, Pengurus Undang-Undang akan menghantar pengesahan kepada anda di dalam masa 3 hari bekerja.
    Once a complaint is received by us, the Legal Manager will send an acknowledgment to you within 3 working days

  2. A response will be forwarded to you within 15 working days from the date of your Complaint by the relevant Manager. In matters where a monetary sum is sought, the response will affirm whether or not the payment is granted, together with our reasons if the payment is not so granted. All payments shall be made in accordance with our usual accounting practices and time frames.
    A response will be forwarded to you within 15 working days from the date of your Complaint by the relevant Manager. In matters where a monetary sum is sought, the response will affirm whether or not the payment is granted, together with our reasons if the payment is not so granted. All payments shall be made in accordance with our usual accounting practices and time frames.

    Setiap aduan akan disimpan di dalam daftar oleh Pengurus Undang-Undang dan salinan Aduan tersebut akan disediakan untuk Pengurus Besar sebagai rujukan.
    Each complaint will be kept in a register by the Legal Manager and a copy of which is made available to the General Manager for reference.

    Jika anda telah menerima maklumbalas tetapi masih tidak berpuas hati, anda akan diberikan 15 hari daripada tarikh maklumbalas kami untuk menulis kepada Pengurus Besar dengan mencatitkan sebab-sebab ketidakpuasan-hati anda terhadap maklumbalas tersebut.
    If you have received our response and remain dissatisfied, you will have 15 days from the date of our response to write to the General Manager stating the reasons for your dissatisfaction towards our response.

  3. Apabila kami menerima maklumbalas anda, Pengurus Besar akan membalas anda di dalam masa 10 hari dari tarikh penerimaan surat anda yang akan mengakibatkan salah satu ini berlaku:
    • mengesahkan keputusan Pengurus yang terbabit;
    • mengubah keputusan Pengurus itu dan menasihatkan tentang hak anda; atau:
    • menasihatkan anda untuk merujuk Aduan anda kepada Jawatankuasa Aduan yang terdiri daripada ahli Lembaga Pengarah MACP.

    Upon receiving your reply, the General Manager will respond to you within 10 days from the date of receiving your letter which may result in the following outcomes:
    • confirm the decision of the relevant Manager;
    • vary the decision of the Manager and advise you of your rights; or
    • advise you to refer the Complaint to a Complaints Committee comprising members of the Board of Directors of MACP.

  4. Pengadu akan diberikan 5 hari untuk memberikan maklumbalas kepada Pengurus Besar. Jika Pengadu tidak berpuas hati dengan jawapan Pengurus Besar, perkara tersebut akan dipanjangkan kepada Jawatankuasa Aduan.
    The Complainant will then have 5 days to respond to the General Manager’s reply. If the Complainant is not satisfied the said reply, the matter will be forwarded to the Complaints Committee.

  5. Jawatankuasa Aduan, yang terdiri daripada sehingga dua wakil Penulis dan dua wakil Penerbit, akan mendengar dan memberikan respon mereka kepada Aduan tersebut secara berikut:
    • memberikan keputusan di dalam masa 30 hari; atau
    • memanggil anda dan/atau saksi-saksi untuk satu pendengaran untuk menjawab sebarang persoalan yang ditimbulkan oleh Jawatankuasa Aduan sebelum keputusan dibuat di dalam masa 30 hari selepas pendengaran tersebut.

    The Complaints Committee, comprising up to two representatives from the Writers and two representatives from the Publishers, shall hear and respond to the Complaint with the following outcomes:
    • a decision within 30 days; or
    • call for a hearing wherein you and/or your witnesses will have to be present to address any queries by the Complaints Committee before a decision is made within 30 days of the said hearing.

  6. Jika Jawatankuasa Aduan berpendapat bahawa Aduan tersebut tidak boleh diselesaikan, Jawatankuasa tersebut akan memberitahu bahawa tiada tindakan dapat diambil menggunakan Prosedur Aduan ini.
    In the event the Complaints Committee is of the opinion that the Complaint cannot be resolved, the Committee may confirm there is no further action that can be taken using the Complaints Procedure.

D. Rayuan / Appeal

Jika aduan anda adalah berkenaan terma dan syarat Tarif MACP atau sebarang perkara yang tidak disebutkan di atas, kita akan cuba dengan sedaya-upaya untuk menyelesaikannya. Walaubagaimanapun, jika aduan anda lebih sesuai didengar oleh Tribunal Hakcipta, mahkamah atau badan penghakiman atau pihak berkuasa, kami akan memberikan keterangan kepada anda.

If your complaint is about the terms and conditions of MACP’s Tariffs or about any other matter not mentioned above, we will endeavor to address it. However, if your complaint is more properly dealt with by the Copyright Tribunal, a court or another judicial or regulatory body, we will explain this to you.

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