Measures for the Administration of Trading Complaints

Article 1. To standardize the complaint management, enhance the quality of trading services, maintain trading order, and protect the lawful rights and interests of all trading parties, Beijing Iron Ore Trading Center Corporation (hereinafter referred to as “COREX”) has formulated these Measures in accordance with the “Measures for the Administration of Trading Venues in Beijing” and other relevant policies and regulations.

Article 2. The term "complaints" as used in these Measures refers to complaints regarding COREX's trading services and the conduct of trading parties.

Article 3. COREX provides complaint channels, including a complaint hotline and complaint email, which are published on its official website.

Article 4. Complaints concerning COREX's trading services shall be handled by COREX in accordance with relevant laws, regulations, and management regulations.

Article 5. Complaints concerning the trading conduct of trading parties shall be handled by COREX in accordance with relevant laws, regulations, and trading regulations.

Article 6. COREX's complaint handling process includes:

1. Accurately recording the complaint details, including but not limited to: the complainant's name, gender, contact information, organization name, the respondent's name (or entity name), the subject of complaint, reasons for the complaint, and specific requests.

2. Investigating the complaint through methods including but not limited to inquiries, interviews, and requests for written documents.

3. Providing periodic feedback to the complainant on the investigation progress, proposed handling measures, and final results.

4. Analyzing and summarizing the complaint and conducting a follow-up communication with the complainant.

Article 7. COREX reserves the right to interpret and revise these Measures.

Article 8. Both Chinese and English versions are valid. In case of any inconsistency, the Chinese version shall prevail.

交易投诉管理办法

第一条 为规范北京铁矿石交易中心股份有限公司（以下简称“北铁中心”）投诉管理工作，提高交易服务质量，维护交易秩序，保护交易各方的合法权益，根据《北京市交易场所管理办法》等政策法规，北铁中心制定本办法。

第二条 本办法所称投诉是指对北铁中心交易服务、交易方交易行为等方面的投诉。

第三条 北铁中心设有投诉电话、投诉邮箱等投诉渠道并公示于官方网站。

第四条 针对北铁中心交易服务的投诉，北铁中心依据法律法规、管理制度进行处理。

第五条 针对交易方交易行为的投诉，北铁中心依据法律法规、交易规则进行处理。

第六条 北铁中心投诉处理流程：

（一）准确记录投诉内容，包括但不限于：投诉方姓名、性别、联系电话、单位名称、被投诉方姓名（或名称）、投诉事项、投诉原因、诉求等。

（二）根据投诉内容进行调查，调查方式包括但不限于询问、约谈、要求提交书面文件等。

（三）阶段性向投诉方反馈调查进展、处理意见、处理结果。

（四）对投诉进行分析总结并回访投诉方。

    第七条 本办法由北铁中心负责解释和修订。