IMRO fully appreciates the very significant challenges that you, our customers are currently experiencing. Whether you have closed your business or whether you are in a position to continue to deliver your service, we understand that the economic and financial landscape has completely changed over the last few weeks and is likely to remain that way for the foreseeable future. We want to assure you that we are working hard to support you as much as we possibly can at this time of unprecedented uncertainty. We have put in place a number of measures designed to reduce the financial burden you and your businesses are currently experiencing. We have already communicated directly with many of you and based on that communication, we have compiled a list of Frequently Asked Questions below that we hope will help you understand the measures we have put in place and how they will operate.
Of course, if your question is not covered here, our Customer First team will be delighted to deal with your questions by e-mail or over the phone and they can be contacted using the details below. We will do our best to work with you as much as we possibly can through this extraordinarily difficult period for Irish business and Irish society.
COVID-19 FREQUENTLY ASKED QUESTIONS | IMRO CUSTOMERS
My business is closed due to Covid-19. Will IMRO support me in terms of payments due to IMRO?
If you want to continue to make payments during this period, please contact our Customer First Team at ei.ormi@tsrifremotsuc or 1800 66 10 10.
Any business which has voluntarily closed due to Covid-19 can contact IMRO directly for support with Direct Debit or Standing Order payments due to IMRO. Please contact our Customer First Team at ei.ormi@tsrifremotsuc or 1800 66 10 10 and our team will arrange a payment holiday until 30 September 2020 or until your business reopens, should that be earlier than 30 September. This will be reviewed again before the end of September and a decision on October payments will be taken considering the circumstances at that time. An update on the October position will be communicated to industry representative bodies and published on the IMRO website and on our social media platforms.
Our credit control team is not currently seeking payment from customers that are not in paying by Direct Debit or Standing Order and therefore if you do not pay IMRO by either of these means, you do not have to contact IMRO regarding payment.
IMRO would request that you do not cancel your direct debit and opt for the direct debit moratorium to reduce the administration burden on your business and IMRO when normal business resumes.
Will I receive a credit note from IMRO if my business has been closed?
IMRO understands that customers are not using music while their premises are closed and wants to work with customers as much as possible during this period. IMRO has committed to offering customers the following support in relation to invoices and credit notes:
- Any business that has been subject to a government enforced closure due to Covid-19 will receive a credit note from the date of closure up to 30 September 2020 at the earliest or until your business reopens once the closure order is lifted, should that be earlier than 30 September. The position will be reviewed again towards the end of September when a decision on October will be made considering circumstances at that time.
- Any business that has voluntarily closed due to Covid-19 will receive a credit note from the date of closure up to 30 September 2020 at the earliest or until your business reopens, should that be earlier than 30 September. The position will be reviewed again towards the end of September when a decision on October will be made considering circumstances at that time.
If you have closed your business voluntarily, you will need to complete the Covid 19 closure declaration form to claim your credit note.
Credit notes are only available to customers whose premises which have closed due to Covid-19.
What is the Covid-19 closure declaration form?
The Covid-19 closure declaration form is an online form that will need to be completed by businesses that have closed voluntarily due to Covid 19 to claim a credit note.
This form is now available on the IMRO customer portal (https://licensing.imro.ie/). You are required to submit the date your business closed and the date your business re-opened on this declaration form.
What is the IMRO Customer Portal?
The IMRO Customer Portal is an online facility that allows customers to view their accounts, invoices and statements and can be accessed at https://licensing.imro.ie/. The most efficient way for you to receive your credit note is to have a customer account set up on the IMRO Customer Portal.
We strongly recommend, to avoid delays in getting your credit note, that you register your account on the customer portal as soon as possible.
To register on the IMRO customer Portal, please contact our customer first team at ei.ormi@tsrifremotsuc or 1800 66 10 10.
When will my credit note be issued?
Your credit note will be issued after the government enforced closure orders have been lifted. There will be some processing time required by IMRO considering the large volume of credit notes that will have to be processed. We request that after you have submitted your Covid 19 closure declaration form that you are patient as we process all the credit notes.
We again want to stress the importance of registering your account on the IMRO Customer Portal so you can get your credit note as easily and quickly as possible. See Question 4 above for details on registering your account on the IMRO Customer Portal.
My account is due to renew from April-September. Will I receive my invoices as normal?
IMRO will not send any invoices to premises that are closed until after the government enforced closure orders have been lifted.
If you wish to receive your invoices as normal, please contact us by e-mail at ei.ormi@tsrifremotsuc or by phone at 1800 66 10 10.
I have already paid my account in full – Am I entitled to a refund?
If you qualify for a credit note, as outlined in a previous answer above, then a credit note will be issued to you at the same time as all credit notes are issued. At that time, you can contact the Customer First team by e-mail at ei.ormi@tsrifremotsuc or by phone at 1800 66 10 10 to confirm if you want to receive a refund or if you want the credit amount offset against your next renewal invoice.
My business is still open, but I have less customers now due to Covid-19, can I get a credit note on my account?
Credit notes are only available to customers whose premises have closed due to Covid-19.
What do I do if there has been a change in my business that I think might affect my IMRO and PPI invoice?
You don’t need to do anything for the moment.
IMRO will issue credit notes to you if your music usage, capacity or any other input to your annual charge has changed. We will contact you about this process very shortly once we have processed the COVID-19 closure credit notes. IMRO will only ever charge you for actual music usage based on the information you provide in accordance with our published tariffs.
If you have any questions regarding your account that are not covered by the questions above, do not hesitate to contact IMRO’s Customer First Team who will be happy to help you. The team can be contacted by e-mail at ei.ormi@tsrifremotsuc or by telephone at 1800 66 10 10.