Not satisfied? Tell us
We do our utmost to help you as best we can. That is why we continuously work on the quality of our services.
However, you may still be unsatisfied. Do you have any comments or complaints after contacting our Servicedesk? We would like to hear from you.
I have a complaint
A complaint is a written report, not a comment, indicating that you are unsatisfied with us or with a decision we have made that affects you individually and directly in your interests. Submit the complaint no later than three months after it arose, providing clear justification. You can do this using the online form below, by email or by post.
I have a comment about a reimbursement
A comment is a notification indicating that you disagree with the amount of the compensation paid by Sena. It is also possible that a payment has not been made. Submit a comment no later than three months after payment or after sending the specification of an announced payment or after the year of distribution, accompanied by a clear explanation. This can be done using the online form below, by e-mail or by post.
When can you expect a reply?
You will receive confirmation of receipt from us within one week. We will respond to your comment/complaint within three months at the latest. If a comment/complaint is so complex that it cannot be dealt with within three months, we may extend the response period to a maximum of one year. The one-year period does not apply to comments/complaints for which we are dependent on foreign sister organisations. In that case, we will make separate agreements with you about the response period. In these special cases, where the handling takes longer than three months, we will inform you of the status at least every six months.
As of 1 January 2022, uploading sound files will be mandatory.
As of 1 January 2022, it will be mandatory to upload sound files when submitting a comment. You must check yourself whether sound files have already been uploaded via MySena. If this is not the case, the sound files must be uploaded when the comment is submitted. We cannot process comments without sound files. This only applies to producers.
Please note
1. The playlist from the fingerprinting supplier is the only basis for the distribution. No playback data from other sources will be added here.
2. Comments relating to the absence of (a difference of) 10 seconds or less per broadcast moment will not be processed.
Not satisfied with the answer?
The Sena Disputes Committee was established to ensure the proper handling of disputes that may arise in connection with the Distribution Regulations and/or the handling of comments and complaints. If your comment/complaint has not been dealt with within the specified period or if you feel that a comment/complaint has not been dealt with properly, you can send an email to the Sena Disputes Committee. Please do so within three months of the expiry of the specified period. You can send your email to the secretary of the Sena Disputes Committee: Mr H. Roerdink: herwin.roerdink@vondst.com
The Disputes Committee will issue a binding decision, unless one of the parties indicates within one month of the request being submitted that it prefers to have the dispute settled by a court of law. For more information about the Sena Disputes Committee, please refer to Article 6 of the General Distribution Regulations and the regulations of the Sena Disputes Committee.
Procesreglement Sena geschillencommissie (in Dutch)
