Complaints procedure

About the complaints procedure

If you have a complaint about a fee that has been invoiced or if you are not satisfied with our approach to the problem you reported or with the outcome, or if you have any other complaint about our services, the complaints procedure mentioned below comes into effect. We have developed this for our customers in order to quickly and clearly handle their complaints.

Within three working days of receiving your complaint, we will send a confirmation of receipt to your registered email address. We will give your complaint a number, and always referring to this complaint number will improve the handling of the complaint. We will make every effort to promptly correct any mistakes and to clear up any ambiguities as quickly as possible. If a mistake cannot be fixed right away, Buma/Stemra will aim to resolve the case as soon as reasonably possible, and normally within a month of receiving the complaint, otherwise you will receive a conformation that the complaint is being handled. In that case, you will receive a decision on the complaint within two months. The decision on your complaint will be in writing and will be sent to your registered email address. If you wish, you can receive a copy of the decision by regular post.

The handling of your complaint will be accelerated if you clearly define what you disagree with. The Legal Affairs department can assist you with this, if you wish. Please do not hesitate to contact the staff of the department about this, even though we are your “adversary”. We also have an interest in avoiding unnecessary misunderstandings and irritations.

Send your complaint in writing to the Legal Affairs department of Buma/Stemra. This can be done by post or email. Please state:

(a) your name, address and place of residence;
(b) the telephone number where we can reach you if necessary;
(c) the most suitable email address for you for contacts regarding the handling of the complaint;
(d) where possible, the name and location of the company, institution or association/foundation for which you perform;
(e) if you have one, please also quote the account number provided by Buma/Stemra.

Contact information

Buma/Stemra
For the attention of: Legal Affairs

Postbus 3080
2130 KB Hoofddorp
The Netherlands
Phone: +31 (0)23 799 7511
Email: jaz@bumastemra.nl

What if you disagree with the decision on your complaint?

If your complaint relates to a fee that has been invoiced and you disagree with the decision on your complaint, you have the option to file a dispute with the Disputes Committee Copyright. The Disputes Committee Copyright deals with a variety of disputes about fees charged, such as an incorrect rate being used or the fee being unfair in your opinion. Below, in Section D, you will find an explanation of the Disputes Committee Copyright.

If you do not agree with the decision on your complaint in the case of all complaints other than the fee that has been invoiced, you have the possibility of asking our management to re-examine your complaint. You should make this request in writing within one month of being sent the decision on your complaint. We would advise you to clearly indicate why you do not find the decision on your complaint acceptable.

In principle, our management will make a decision within one month, and will notify you in writing. If the matter requires more time, we will inform you why the normal settlement period cannot be met, and will give you an estimate of the time required. In any case, you will receive the final decision of the management on your complaint within three months. The matter is thereby settled between you and Buma/Stemra. It will help to settle your complaint if you provide us with as much information as possible that may clarify the issue. Any information that you provide, either on request or voluntarily, will be treated carefully and confidentially.

Our management will decide on questions that are not covered in this complaints procedure.

Contact information:

Buma/Stemra
For the attention of: The Management
Postbus 3080
2130 KB Hoofddorp
The Netherlands
Email: directiesecretariaat@bumastemra.nl