COMPLAINTS SUBMISSION AND COMPLETION PROCESS

As provided by article 42 of Act 4481/2017, EYEDs members and collective management organizations, for whom EYED has undertaken their rights’ administration through representation contracts, can submit any complaints to EYED at the following email address complaints@eyed.gr

The processes of complaints submission, evaluation and completion will be executed by EYED as follows:

Every member or rightsholder of EYED, who has assigned EYED the management of her/his intellectual rights, may submit in writing or via e-mail a signed complaint on any issue pertaining to the contract of right’s assignment and its expiration or the revocation or the termination of said contract, the conditions of member’s admittance, collection of the amounts due to rightsholders, deductions and distributions. The termination of contract should be accompanied by all the required documents which support the allegations of the complainant and can be sent to EYED either by post or via e-mail or can be handed in by the complainant in person.

The recipient of the complaint forwards it to the person in charge of the competent department, notifying also EYED’s General Manager and the Supervisory Board. The complainant is formally informed about the receiving of the complaint no later than 3 days after the submission of the complaint.

The person in charge of the competent department examines the complaint and files a report which she/he submits to EYED’s General Manager and the Supervisory Board with 5 working days. the above recipients are then responsible to reply, and their response is communicated in writing or via e-mail to the complainant within 12 days from the day of receipt.

If more details are required for the complaint’s completion, the complainant must provide them within the abovementioned deadline of 12 working days. In this case, EYED shall respond to the complainant in writing and duly justified within no later than 7 working days from the day of receipt of the supplementary details.

If the complainant requests a hearing by EYED for discussion regarding the complaint, this request must be included in the initial submission of the complaint. EYED shall respond to the request for hearing within the above-mentioned deadline of 12 working days.