Gate Information Pty Ltd (“Gate Australia”, or “Gate”, “the Company”, “we”, “us” or “our”) is registered with the Australian Transaction Reports and Analysis Centre(“AUSTRAC”)as a digital currency exchange (“DCE”) providerunder the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth)(“AML/CTF Act”)and is committed to maintaining high standards of service, transparency, and fairness in all interactions with our customers.

We are also committed to being proactive and responsive to the needs and concerns of our clients (“you”, “your” or “yours”). Hence, we have adopted a Complaints Handling Policy (“Policy”) in order to ensure a fair and quick process for handling and resolvingof complaints that may arise from our relationship with you. The Policy serves as a guide for us and will be reviewed by us on a periodic(at least annually)and ad hoc basis.

This Policy explains how you can make a complaint and how we will handle it in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) and our internal service-quality standards.

1. Purpose and Scope

Complaint is defined as an expression of discontent or disappointment related to the quality of the services or processes provided by the Company.

You may submit a complaint to the Company of discontent or disappointment in relation to the quality of the services, processes, any unacceptable conduct of an employee or any individual acting on behalf of the Company or in relation to the complaint handling process itself.

This Policy sets out how the Company receives, records, investigates, and resolves complaints relating to:

• The operation or use of the Company’s digital-asset exchange platform;
• Service quality, customer support, or communication issues; and
• Any alleged unfair treatment, error, or delay.

2. Our Commitment

The Company will handle all complaints:

• Promptly and fairly;
• In an objective, transparent, and confidential manner;
• Without charge to the customer; and
• With a view to resolving the matter as quickly as possible and preventing recurrence.

3. How to Make a Complaint

We recommend that you submit your complaint in writing to ensure a clear record of your concerns. Please include the following details where possible:

• Your full nameand user ID details;
• Description of the issue or concern, including relevant dates, amounts, and persons involved; and
• Copies of any supporting evidence (e.g., emails, screenshots, correspondence).

You can lodge a complaint using any of the following methods:

Email: complaint_au@gate.com

Mail: LEVEL 44 600 BOURKE STREET MELBOURNE VIC 3000.

Online Form: [Complaint Form link]

All personal information collected in connection with your complaint will be handled in accordance with our Privacy Policy.

4. Our Complaints Process

1. Acknowledgement:

We will acknowledge receipt of your complaint within 1 business day(or as soon as practicable).

2. Assessment and Investigation:

Your complaint will be reviewed and investigated by an appropriate team member who was not directly involved the matter and has authority to resolve it. 

3. Resolution:

We aim to provide you with a final written response within 30 calendar daysfrom the date we receive your complaint. 

a. If additional time is required due to complexity or third-party involvement, we will inform you of the reason and provide an expected completion timeframe.

4. Communication:

You will be kept updated throughout the investigation, and we will clearly explain the outcome and any remedial actions.If the complaint has been rejected, detailed reasons for the same will be provided. Further, you will be informed about our complaint resolution mechanism if the complaint remains unresolved. 

5. If You Are Not Satisfied 

If you remain dissatisfied with our responseor resolution, you may:

• Request an internal review by a senior manager;
• Seek independent legal or financial advice;or
• Seek independent advice or assistance from a relevant consumer protection agency, such as;
• Your State or Territory Fair Trading Office;or
• The Australian Competition and Consumer Commission (ACCC) (www.accc.gov.au | 1300 302 502).

Gate Australia is not licensed or authorised by any other regulator in Australia, including but not limited to the Australian Securities and Investments Commission and Australian Prudential Regulation Authority. Complaints about the Company or its servicesare not within the jurisdiction of Australian Financial Complaints Authority, or subject to compensation under the Financial Claims Scheme administered by Australian Prudential Regulation Authority.

6. Record Keeping and Continuous Improvement

All complaints and their outcomes are logged and securely retained in accordance with ourinternal compliance and record-keeping obligations. Records of complaints may also be retained to the extent necessary to comply with AML/CTF Actand other applicable

We regularly review complaint data to identify trends and implement service improvements.

7. Accessibility

We are committed to ensuring our complaints process is accessible to all customers. If you require assistance lodging a complaint, for example, due to language, disability, or other needs, please contact us so that alternative arrangements (such as translation or assisted submission) can be made.

No fees or charges will be imposed for the submission or handling of any complaints.