Measures for the Enquiries and Complaints of Iron Ore Portside Index

Chapter I General Provisions

Article 1. These Measures are formulated in accordance with the “Administrative Measures for the Behavior of Important Commodity and Service Price Indices” and other relevant policies and regulations, for the purpose of regulating the handling procedures for external enquiries and complaints related to the index and enhancing the service quality of the index business at the Beijing Iron Ore Trading Center Corporation (hereinafter referred to as “COREX”).

Article 2. External enquiries and complaints refer to stakeholders’ enquiries and complaints regarding COREX’s index business, which may concern:

(1) Index data collection and processing;

(2) Index data calculation;

(3) Index methodology specifications;

(4) Other issues related to index business.

Chapter II External Enquiries and Complaints

Article 3. COREX has designated an email address to receive external enquiries and complaints, which is managed by the Risk Control Department. The email address is enquiry@corex.cc, which is announced through channels such as COREX's official website.

Article 4. The Risk Control Department of COREX is responsible for receiving external enquiries and complaints and coordinating the internal handling. The department operates independently from the index compilation team.

Article 5. To facilitate the handling of external enquiries and complaints, enquirers or complainants should clarify the nature of their enquiries or complaints and provide as much detailed information as possible. They may also suggest reasonable solutions or measures.

Article 6. In the process of receipt or handling of enquiries or complaints, COREX may request additional information from the enquirer or complainant. If the required information is not provided, further processing of the case may be affected.

Chapter III Management of External Enquiries and Complaints

Article 7. COREX will confirm the receipt of enquiries or complaints in writing within three working days.

Article 8. Base on the nature of the enquiries or complaints, COREX will select the appropriate departments and personnel to form a working group (hereinafter referred to as the “Working Group”) dedicated to addressing the issue. Working Group will conduct research and investigations, and develop a solution on a timely, objective, and fair manner.

Personnel involved in the complaint will not be involved the Working Group and must recuse themselves from the handling process.

Article 9. Once the solution is determined, it will be communicated to the submitter of the enquiries or complaints by the Risk Control Department. If necessary, the solution may also be disclosed via COREX’s official website and other appropriate channels.

Article 10. If the enquirers or complainants proceed with further enquiries or complaints regarding the solution, they will be considered new enquiries or complaints.

Article 11. If the enquirers or complainants are dissatisfied with the solution, they may request a review from an independent third party designated by COREX within six months from the date of the initial complaint. The independent third party will provide a final response to the enquirers or complainants.

Article 12. In principle, the solution for complaints and enquiries should be provided within 60 days of receipt. If additional time is required for addressing the issue, the enquirers or complainants will be informed within the initial 60 days.

Article 13. Informal complaints received by COREX that do not align with the conditions specified in Article 2 and Article 3 shall be also addressed in accordance with these Measures.

Article 14. Enquiries and complaints in terms of issues such as index changes and revisions to methodology specifications shall be handled with reference to relevant measures of COREX.

Article 15. All documents and records related to enquiries and complaints shall be retained for a minimum of five years.

Chapter IV Supplementary Provisions

Article 16. COREX reserves the rights to interpret and revise these Measures.

Article 17. These Measures shall enter into force as of the date of promulgation.

Article 18. Both Chinese and English versions are valid. In case of any inconsistency, the Chinese version shall prevail.

铁矿石港口现货价格指数咨询与投诉管理办法

第一章 总则

第一条 为规范指数外部咨询与投诉处理程序，提高北京铁矿石交易中心股份有限公司（以下简称“北铁中心”）指数业务服务质量，根据《重要商品和服务价格指数行为管理办法》等政策法规，特制定本办法。

第二条 外部咨询与投诉是指利益相关方对北铁中心指数业务的咨询和投诉，包括：

（一）指数数据采集、数据处理；

（二）指数数据计算；

（三）指数编制方案；

（四）其他指数业务相关事项。

第二章 外部咨询与投诉

第三条 北铁中心设电子邮箱接收外部咨询与投诉，由风险控制部负责维护。电子邮箱地址为enquiry@corex.cc，通过北铁中心官网等渠道对外公示。

第四条 北铁中心风险控制部负责接收外部咨询与投诉，并协调公司内部对外部咨询与投诉的处理工作。风险控制部独立于指数编制团队。

第五条 为了协助外部咨询和投诉处理，咨询或投诉人应明确咨询、投诉内容，尽可能提供详细的信息和内容，也可以提出合理的解决方式或措施。

第六条 在咨询或投诉接收和处理中，北铁中心可以要求咨询或投诉人提供进一步的信息，如果未能收到要求提供的信息，可能影响该咨询、投诉的进一步处理。

第三章 外部咨询与投诉的处理

第七条 北铁中心收到咨询、投诉后的三个工作日内以书面形式回复，确认收到咨询、投诉信息。

第八条 北铁中心将根据咨询、投诉问题，选择适当的部门和人员组成外部咨询与投诉处理工作小组（以下简称“工作小组”）进行研究、调查，及时、客观、公正地拟定处理方案。

投诉所涉人员不能成为工作小组成员，应回避参与处理流程。

第九条 处理方案确定后，由风险控制部反馈给咨询或投诉人。在必要的情况下，处理方案可通过北铁中心官网等渠道进行披露。

第十条 若咨询或投诉人对处理方案提出进一步的咨询或者投诉，则视为新的咨询或投诉。

第十一条 若咨询或投诉人不满意处理方案，可在自最初投诉之日起6个月内向北铁中心指定的独立第三方提出复核申请，独立第三方向咨询或投诉人予以最终回复。

第十二条 投诉和咨询的处理方案原则上应在接到咨询或投诉后60日内予以答复。如处理需要更长时间，则需要在60日内通知咨询或投诉人。

第十三条 北铁中心收到的不符合前述第二条、第三条情形的非正式投诉，参照本办法处理。

第十四条 咨询与投诉涉及指数变动、指数编制方案修订等事项的，参照北铁中心相关办法处理。

第十五条 所有与咨询与投诉的相关文档和记录应至少保存五年。

第四章 附则

 第十六条 本办法由北铁中心负责解释和修订。

 第十七条 本办法自发布之日起实施。