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 was closed due to Covid-19. Will IMRO support me in terms of payments due?
While acutely aware of the uncertainty facing Irish business, IMRO has recommenced collection activity for customers that have re-opened or for those who have remained open. IMRO understands that it will take businesses a while to find their feet and therefore has allowed time before seeking payment. If you have re-opened, we are asking you to resume payments if you have an outstanding balance.
If your business is open and you have an IMRO direct debit in place, this will be resumed. IMRO request that you do not cancel your direct debit and opt for the direct debit deferral to reduce the administration burden on your business and IMRO when you re-open.
The credit control team is not currently seeking payment from customers that remain closed. If you receive an invoice and are closed, please ignore the invoice until after you have re-opened. If you remain closed and have any specific questions about your account, please contact our Customer First Team at customerfirst@nullimro.ie or by phone at 01-6448027.
Will I receive a credit note from IMRO if my business has been closed?
Credit notes for periods of closure between mid-March 2020 and 26th December 2020 –
If your business was closed between mid-March 2020 and 26th December 2020, IMRO requests that you confirm the dates that your business was closed, and we will subsequently issue the credit note to you. The easiest and fastest way for you to claim your credit note is to set-up your account on the IMRO Self-Service Licensing Portal (https://licensing.imro.ie/) and declare your closure dates on the COVID–19 Closure Declaration Form. IMRO will then process the request and issue your credit note as soon as possible.
Credit notes for periods of closure between 26th December 2020 and the government allowed re-opening date for your business sector –
You do not need to do anything! IMRO will automatically issue you with a credit note from 26th December 2020 until the re-opening date as set out for your sector in the Government re-opening of society and business plan.
Please note that credit notes are only available to customers whose premises have closed due to COVID-19.
If you remained closed after that date or if you have any other questions specific to your account, please contact our Customer First Team by e-mail at customerfirst@nullimro.ie or by phone at 01-6448027.
My account was due to renew while I was closed. Will I receive my invoices as normal?
We request that you make payment of any outstanding balance on your account as soon as possible. IMRO has restarted our cash collection activity and if you do not make payment, our credit control team will shortly be in contact with you.
The easiest way to check your account to ensure all credit notes and renewal invoices have been issued is to set up your account on the IMRO Self-Service Licensing Portal at https://licensing.imro.ie/. See Question 6 below for further details.
If you have not received your annual renewal invoice or your credit note for your period of closure from 26th December 2020 to your re-opening date or if you have any other questions about your account, please contact us by e-mail at customerfirst@nullimro.ie or by phone at 01-6448027.
What do I do if there has been a change in my business that I think might affect my IMRO and PPI invoice?
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 this has changed. We will then process any required credit notes so your account will reflect your new music usage.
IMRO will only ever charge you for actual music usage based on the information you provide in accordance with our published tariffs. We urge you to review your invoices in detail and contact our Customer First Team by e-mail at customerfirst@nullimro.ie or by phone at 01-6448027 if you have any questions.
How can I support the music industry?
Please contact our Customer First Team by e-mail at customerfirst@nullimro.ie or by phone at 01-6448027 if you have any questions.
What is the IMRO Self-Service Licensing Portal?
It is the easiest and fastest way for you to claim your credit note. All you need to do is go online and set-up your customer account. We strongly recommend, to avoid delays in getting your credit note for any periods of closure between mid-March 2020 and 26th December 2020, that you register your account on the IMRO Self-Service Licensing Portal as soon as possible.
To register on the IMRO Self-Service Licensing Portal, please contact our Customer First Team at customerfirst@nullimro.ie or by phone at 01-6448027.
What is the Covid-19 closure declaration form?
Please see Question 2 above for further information on your credit note entitlements.
I have already paid my account in full – am I entitled to a refund?
My business is open, but I have less customers now due to Covid-19, can I get a credit note on my account?
If you have any questions regarding your account that are not covered by the questions above, do not hesitate to contact our Customer First Team who will be happy to help you. The team can be contacted by e-mail at customerfirst@nullimro.ie or by phone at 01-6448027.
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 customerfirst@nullimro.ie or by telephone at 1800 66 10 10.
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