You may file a complaint if you discover improper practices in our operation when working for or being engaged by us, or if you are dissatisfied with the way in which our employees perform their duties. The sub-sections below describe the policies and procedures we adopt in handling these complaints:
Public complaint against the Coinsuper Premium or its employees
Coinsuper Premium is a world leading digital asset exchange. We are a global elite team with extensive experience in financial advisory, compliance, wealth management and most importantly, cryptocurrency and financial technology. We are committed to adopt a policy of transparency and accountability. It welcomes outside scrutiny and genuine criticism. A high standard of conduct is also expected of its employees. Any failure to observe professional standards of competence and behaviour may damage public confidence in the Coinsuper Premium and its effectiveness as a compliance cryptocurrency platform.
To ensure prompt handling of complaints from external parties against the Coinsuper Premium or its employees and to facilitate effective follow-up action, a complaints handling procedure (this procedure) has been established as set out below.
What is a complaint?
A complaint is a statement of dissatisfaction regarding the way in which the Coinsuper Premium or its employee(s) has/have carried out or failed to carry out its/their duties, and in the case of an employee, includes any alleged failure to observe professional standards of competence and behaviour.
Who can complain?
Any person who is directly affected may lodge a complaint. Generally speaking, a person is "directly affected" when the person alleges personal inconvenience, distress or loss as a direct result of the actions or inactions of the Coinsuper Premium or an employee.
How do I make a complaint?
You should make your complaint in writing addressed to the Coinsuper Premium by post or email (i.e. email@example.com), setting out the circumstances of the alleged incident or conduct and the name of the employee about whom you want to complain (if applicable). If you do not make your complaint in writing, we will invite you to lodge the complaint in person at the Coinsuper Premium's office by appointment. We will produce a written summary of the complaint and ask you to certify that it is accurate. Otherwise, your complaint will not be dealt with.
Complaints that are raised anonymously will only be considered at the discretion of the Chief Executive Officer who will take into account the seriousness of the complaint, the credibility of the complainant and the likelihood of confirming the complaint from sources that can be verified. For the purposes of this procedure, a complaint will be handled as if it is an anonymous complaint if the complainant does not provide any contact details.
Is there a time limit for making a complaint?
Complaints will normally only be dealt with if they are lodged within a year of the date on which you become aware of the circumstances of the complaint. Complaints made more than a year later will only be investigated if you can show a reasonable ground for the delay.
How will my complaint be dealt with?
Within 7 working days of receiving your complaint, we will write to you to acknowledge receipt of your complaint and notify you whether or not it can be dealt with under this procedure. If we decide the compliant is valid and can be substantiated, we will conduct an investigation.
Why must I have a genuine complaint, and include as much information as possible?
Subject to prior consultation with the Chief Executive Officer, Coinsuper Premium may decide not to possess a complaint received in the following circumstances (not an exhaustive list):-
(a) where incomplete or inaccurate contact details have been provided;
(b) where a complaint is trivial, malicious or frivolous in nature, or appears to have been made in order to be vexatious;
(c) where a complaint contains insufficient information to enable it to be assessed;
(d) where there has been undue delay on the part of the complainant in submitting a complaint or in providing any further information reasonably requested by Coinsuper Premium.
In such cases, Coinsuper Premium will explain in writing to the complainant the reason why the complaint is not being dealt with under this procedure.
What happens after the investigation?
Upon conclusion of the assessment or investigation, a final written reply will be issued to you stating our decision, with reasons. Such a decision will be regarded as final in the absence of new material information or evidence.
What is the timeline of a substantive response from Coinsuper Premium?
For minor cases involving professional standards, competence, behaviour of employees or any issues noted in operation support, our aim is to issue a substantive written reply to the complainant within 4 weeks from the date the complaint is received.
For other complaints, our aim is to issue a substantive written reply to the complainant within 12 weeks from the date the complaint is received.
The above is an indicative timeframe and not a commitment, as the processing of a complaint may be subject to various factors, such as the complexity of the complaint and any subsequent communications with the complainant for the purpose of seeking further information or clarification.
What happens if I am not satisfied with the outcome of the investigation?
Our decision is final in the absence of new material information or evidence and cannot be appealed under this procedure. If you are not satisfied with the decision, you may refer the matter to other relevant regulators or relevant authorities.
If you persist in pursuing your complaint in the absence of new material information or evidence, we may seek endorsement from our senior management to refrain from entering into any further discussion or correspondence with you about your complaint。