Labelling Code FAQs

Who do I contact if I have a question or complaint about product labelling?

A dedicated Complaints Handling Service is provided by AMRA, on behalf of the industry. If you have a concern about an audio-only recorded music product (including CD, audio cassette or vinyl record) please contact them on:

Phone: 1800 25 25 47
Fax: (03) 9507-2316
Postal: AMRA, MBE 148/45 Glenferrie Road, Malvern, VIC 3144

Please include your name, address, daytime phone number, a brief explanation of your complaint and the details of the product you're concerned about (artist name, album/single title and record label).

How will my complaint be handled?

Within 10 days you will be sent a letter confirming that your query has been received and is being reviewed.

Depending on the nature of your concern, enquiries will be made with the record company, the retailer, or both. You may also get a phone call, e-mail or letter asking for further information.

Within 30 days of your initial contact, you will be advised in writing of the outcome of our investigation, including details of any follow-up action taken by a retailer or record company, if appropriate.

If you remain dissatisfied you have the option of referring the matter to the Code Ombudsman. Details on how to refer a matter to the Ombudsman are included in correspondence you recieve from the Complaints Handling Service.

What if I have concerns about a DVD, video cassette or enhanced CD (CD containing a video clip or clips)?

The Recorded Music Labelling Code of Practice covers audio-only recordings.

Where a CD contains a visual element (and therefore becomes an enhanced CD) the product will be labelled under the National Classification Scheme and will carry G, PG, M, MA15+ or R18+ labels as required. In these circumstances the National Classification Scheme labelling (G, PG, M, MA15+ or R18+) supersedes the Recorded Music Labelling Code of Practice meaning that only the National Classification Scheme label need be applied to such product.

If you have questions about a DVD, video or enhanced CD, then you need to contact the Classification Branch at the Attorney-General's Department on 02 9289 7100.

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