Customer Update | Covid-19

IMRO fully appreciates the very significant challenges and uncertainty that you, our valued customers have endured since mid-March 2020 when the COVID-19 pandemic severely impacted Irish business and society. 

Whether you had to close your business or whether you were able to continue to deliver your service, we understand that the economic and financial landscape has changed since March 2020. Now that restrictions are disappearing, we want to assure you that we will continue to work hard to support our valued customers, as we kickstart our licensing and cash collection activities to ensure song-writers, composers and authors are remunerated for their work.

At the beginning of the pandemic, IMRO put in place several measures designed to reduce the financial burden on you and your business. We compiled a list of Frequently Asked Questions to keep you up-to-date on the supports that were available to you.

Now that businesses have re-opened, we have updated the Frequently Asked Questions below. We hope this will help you understand the measures that have been in place and IMRO’s plan to re-engage with businesses to license and collect outstanding royalties.

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, so we can all come through this extraordinarily difficult period for Irish business and 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?

If your business was closed due to COVID-19, IMRO did not seek payment and will only seek payment after you have re-opened. 

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?

IMRO understands that customers did not use music while their premises were closed and committed from the outset of the pandemic to issuing credit notes to customers for any periods of COVID-19 enforced closure since 15 March 2020. Credit notes will be issued to customers as follows:

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?

IMRO did not send annual renewal invoices to customers while they were closed and postponed the issue of these until after customers had re-opened. Renewal Invoices and credit notes for the period from 26th December 2020 to the date your business sector re-opened have now been issued to almost all businesses that have re-opened.

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?

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 on the IMRO Self-Service Licensing 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 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?

Like many IMRO customers, musicians, song-writers and composers have experienced severe financial distress during the current pandemic, with many having little or no income since March 2020. If you would like to support through these challenging times, you can now also opt to not claim your IMRO COVID-19 credit note. Details on how to do this are on the declaration section of the IMRO Self-Service Portal. IMRO will ensure your contribution is distributed to those who really appreciate your support in these difficult times.

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?

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 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?

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 between mid-March 2020 and 26th December 2020. This is now available on the IMRO Self-Service Licensing Portal (https://licensing.imro.ie/). You are required to submit your date of closure and re-opening on the form, and the information declared by you will be used by IMRO to process your credit note. This declaration can also be made to the Customer First Team directly.

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?

If you qualify for a credit note for any periods of COVID-19 related business closure, then follow the steps in Question 2 above.  Once all credit notes and renewal invoices are issued on your account, you can contact the Customer First Team by e-mail at customerfirst@nullimro.ie or by phone at 01-6448027 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 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 were 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 submit specific details of this through the IMRO Self-Service Licensing Portal or contact our Customer First Team 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 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 phone at 01-6448027

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