Complaints

This is an unofficial translation. If there is any difference between the versions, the Norwegian version applies: Klage (in Norwegian).

We do our best to achieve the best possible result for you. However, there may be cases where you are not satisfied.

If, after being in contact with our member services, you still wish to comment or submit a complaint, we would like to hear from you.

I have a complaint

A complaint is a written message (other than a comment) to Gramo saying that you are dissatisfied with us, or with a decision we have made that directly and personally affects your interests.

You must send your complaint, with clear reasons, to klage(at)gramo.no

Procedures for complaints handling and dispute resolution

See section 48 of the Collective Management Act (in Norwegian).

General

A decision made by Gramo's administration can be appealed to Gramo's board by a rights holder, by collective management organisations that Gramo has a representation agreement with, and by outside rights holders who are affected by the decision.

Written form required

The complaint must be sent to Gramo in writing, with documentation attached, and within the deadlines set out below, counted from the day the decision reached the rights holder. Gramo's administration may choose to reverse the decision that is being appealed.

Challenging a statement

Gramo's administration decides when a rights holder challenges a payment statement or similar. The challenge must be submitted within six weeks after the statement or notice reached the rights holder.
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The administration's decision on a challenge can be appealed to Gramo within three weeks. The decision of Gramo's administration can be appealed further to the board within six weeks. The board will consider and make a final decision on the matter at the first possible board meeting after the complaint has been received.

Other decisions

The deadline for complaints about other decisions made by Gramo's administration is six weeks. If Gramo's administration upholds its decision, the complaint is considered by the board, which will consider and make a final decision on the matter at the first possible board meeting after the complaint has been received.
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Complaints about the distribution of remuneration, including but not limited to disputes between rights holders, are handled under Gramo's distribution rules.

Loss of the right to complain

If the deadline for complaining has been missed, the right to complain is lost.

Supervision

The Norwegian Industrial Property Office (Patentstyret) supervises compliance with provisions laid down in or under the Collective Management Act, see section 49. The supervision includes Gramo.

Dispute resolution between parties liable to pay remuneration and Gramo

A dispute about remuneration under section 21 of the Copyright Act can be brought by either party before Vederlagsnemnda (the Remuneration Tribunal) (in Norwegian), which can set the remuneration with binding effect.