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Complaints

Complaints

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MACP’s

Complaints Procedure

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.

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.

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.

Head Office

Music Authors’ Copyright Protection (MACP) Berhad
Unit 8, Level U2 Block D4(D4-U2-08)
Solaris Dutamas, No. 1 Jalan Dutamas 1, 50480 Kuala Lumpur

603 6207 8638

603 6413 0703

complaints@macp.com.my

Complaints Procedure Form

Submitting a Complaint

Complaint Process

Once a complaint is received by us, the Legal Manager will send an acknowledgment to you within 3 working days. 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.

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.

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.

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.

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.

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.

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.

Appeal

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.