IMRO fully appreciates the very significant challenges and uncertainty that you, our valued customers have and still experience. Whether you have closed your business or whether you are able to continue to deliver your service, we understand that the economic and financial landscape has completely changed since March and it is likely we will have to operate with significant business restrictions for the foreseeable future. We want to assure you that we are continuing to work hard to support you as much as we possibly can at this time of unprecedented uncertainty. At the beginning of this pandemic, we put in place several 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 remain closed and want to continue to make payments during this period or have any specific questions about your account, 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 and remains closed 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 they will arrange a payment holiday until 30 November 2020 or until your business reopens, should that be earlier than 30 November 2020. This will be reviewed again before the end of November and a decision on December payments will be taken considering the circumstances at that time. An update on the December position will be communicated to industry representative bodies and published on the IMRO website and on our social media platforms.
While acutely aware of the continuing uncertainty facing Irish businesses, IMRO is recommencing collection activity for customers that have re-opened and we are asking you to resume payments on your account if you have an outstanding balance. If you have an IMRO direct debit in place, we will resume this if we haven’t already done so. The credit control team is not currently seeking payment from customers that remain closed.
IMRO 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 your business re-opens.
Will I receive a credit note from IMRO if my business has been closed?
IMRO understands that customers do not use music while their premises are closed and is committed to offering customers the following invoice and credit note support:
- Any business that has been subject to a government enforced closure due to COVID-19 will be offered a credit note for the period of closure from the date of closure to30 November 2020 or until the date your business reopened, should that be earlier than 30 November 2020. The position will be reviewed again towards the end of November when a decision on December will be made considering circumstances at that time.
- Any business that has voluntarily closed due to COVID-19 will be offered a credit note for the period of closure from the date of closure up to 30 November 2020 at the earliest or until your business re-opens, should that be earlier than 30 November 2020. The position will be reviewed again towards the end of November when a decision on December 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.
Please note that 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 due to COVID-19 to claim a credit note. The declaration can also be made to the IMRO Customer First Team directly at 1800 66 10 10.
The online form is now available on the IMRO Self-Service Licensing 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. The information declared by you will be used by IMRO to process your closure credit note.
What is the IMRO Self-Service Licensing Portal?
The IMRO Self-Service Licensing Portal is an online facility that allows customers to view their accounts, invoices and statements and can be accessed at https://licensing.imro.ie/. It is also the easiest and fastest way for you to claim your credit note. All you have to do is go online and set-up your customer account.
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 Self-Service Licensing 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 your business has re-opened and you have declared your closing and re-opening dates. 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 Self-Service Licensing 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 Self-Service Licensing Portal.
My account is due to renew from April-November. Will I receive my invoices as normal?
IMRO will not send invoices to customers that are closed until after your businesses re-open. Invoices will be issued sector by sector so businesses who choose not to re-open until after the date allowed by government may receive invoices before they have re-opened. If this happens, please contact our Customer First Team and they will gladly help you.
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. If you believe that your music usage or business operations have changed and that might result in a change to your invoice, please provide your specific question and the specific information that has changed on the IMRO Self-Service Licensing Portal or contact our Customer First Team by e-mail ei.ormi@tsrifremotsuc ta or by phone at 1800 66 10 10
What do I do if there has been a change in my business that I think might affect my IMRO and PPI invoice?
IMRO will issue credit notes to you if your music usage, capacity or any other input to your annual charge has changed. If your music usage has changed, please confirm the specific details of your music usage that have changed on the Customer Portal or contact our Customer First Team and we will make any necessary adjustments to your account and issue a credit note if required.
Any invoices generated on your account will be for your pre-COVID-19 level of music usage and we urge you to contact us if your usage has changed and we will process any required credit notes so your account will reflect the new music usage.
IMRO will initially process information provided by you up until 31 December 2020 and we will review the situation again in Q1 2021 based on your specific business circumstances at that time.
IMRO will only ever charge you for actual music usage based on the information you provide in accordance with our published tariffs and we urge you to review your invoices in detail and contact our Customer First Team by e-mail at ei.ormi@tsrifremotsuc or by phone at 1800 66 10 10 if you have any questions.
My business re-opened but has closed again – how will IMRO support me?
If you re-open your business after the initial closure period but are subject to subsequent COVID-19 related closures, IMRO will offer you a credit note for any periods of closure. You will be required to complete the COVID-19 closure declaration form for each subsequent closure period to claim your credit note.
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.