Complaints Policy
Effective Date: 26 August 2026
A complaint must be submitted to the Administrator through the SWC Personal Account or by email to the Administrator at compliance@swcfield.com. The complaint should state the complainant’s name and User ID, describe the circumstances and the remedy sought, and include supporting documents.
The Administrator will acknowledge receipt of a complaint within five Business Days and aims to provide a reasoned final response within 30 Business Days. If more time is required, the complainant will be informed of the reason and the revised deadline.
If a complaint concerns payment, transfer, the Register, royalties, a buyback or a refund, the Administrator will refer it to the Seller and coordinate the response. This does not affect the Seller’s liability under the agreement.
Before commencing arbitration, the parties shall attempt in good faith to resolve the dispute through the complaints procedure. If the dispute is not resolved, the DIAC arbitration clause in the Programme Terms shall apply.