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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.

交易投訴管理辦法

第一條 為規(guī)范北京鐵礦石交易中心股份有限公司（以下簡(jiǎn)稱“北鐵中心”）投訴管理工作，提高交易服務(wù)質(zhì)量，維護(hù)交易秩序，保護(hù)交易各方的合法權(quán)益，根據(jù)《北京市交易場(chǎng)所管理辦法》等政策法規(guī)，北鐵中心制定本辦法。

第二條 本辦法所稱投訴是指對(duì)北鐵中心交易服務(wù)、交易方交易行為等方面的投訴。

第三條 北鐵中心設(shè)有投訴電話、投訴郵箱等投訴渠道并公示于官方網(wǎng)站。

第四條 針對(duì)北鐵中心交易服務(wù)的投訴，北鐵中心依據(jù)法律法規(guī)、管理制度進(jìn)行處理。

第五條 針對(duì)交易方交易行為的投訴，北鐵中心依據(jù)法律法規(guī)、交易規(guī)則進(jìn)行處理。

第六條 北鐵中心投訴處理流程：

（一）準(zhǔn)確記錄投訴內(nèi)容，包括但不限于：投訴方姓名、性別、聯(lián)系電話、單位名稱、被投訴方姓名（或名稱）、投訴事項(xiàng)、投訴原因、訴求等。

（二）根據(jù)投訴內(nèi)容進(jìn)行調(diào)查，調(diào)查方式包括但不限于詢問(wèn)、約談、要求提交書(shū)面文件等。

（三）階段性向投訴方反饋調(diào)查進(jìn)展、處理意見(jiàn)、處理結(jié)果。

（四）對(duì)投訴進(jìn)行分析總結(jié)并回訪投訴方。

    第七條 本辦法由北鐵中心負(fù)責(zé)解釋和修訂。