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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.

鐵礦石港口現(xiàn)貨價格指數(shù)咨詢與投訴管理辦法

第一章 總則

第一條 為規(guī)范指數(shù)外部咨詢與投訴處理程序，提高北京鐵礦石交易中心股份有限公司（以下簡稱“北鐵中心”）指數(shù)業(yè)務(wù)服務(wù)質(zhì)量，根據(jù)《重要商品和服務(wù)價格指數(shù)行為管理辦法》等政策法規(guī)，特制定本辦法。

第二條 外部咨詢與投訴是指利益相關(guān)方對北鐵中心指數(shù)業(yè)務(wù)的咨詢和投訴，包括：

（一）指數(shù)數(shù)據(jù)采集、數(shù)據(jù)處理；

（二）指數(shù)數(shù)據(jù)計(jì)算；

（三）指數(shù)編制方案；

（四）其他指數(shù)業(yè)務(wù)相關(guān)事項(xiàng)。

第二章 外部咨詢與投訴

第三條 北鐵中心設(shè)電子郵箱接收外部咨詢與投訴，由風(fēng)險控制部負(fù)責(zé)維護(hù)。電子郵箱地址為enquiry@corex.cc，通過北鐵中心官網(wǎng)等渠道對外公示。

第四條 北鐵中心風(fēng)險控制部負(fù)責(zé)接收外部咨詢與投訴，并協(xié)調(diào)公司內(nèi)部對外部咨詢與投訴的處理工作。風(fēng)險控制部獨(dú)立于指數(shù)編制團(tuán)隊(duì)。

第五條 為了協(xié)助外部咨詢和投訴處理，咨詢或投訴人應(yīng)明確咨詢、投訴內(nèi)容，盡可能提供詳細(xì)的信息和內(nèi)容，也可以提出合理的解決方式或措施。

第六條 在咨詢或投訴接收和處理中，北鐵中心可以要求咨詢或投訴人提供進(jìn)一步的信息，如果未能收到要求提供的信息，可能影響該咨詢、投訴的進(jìn)一步處理。

第三章 外部咨詢與投訴的處理

第七條 北鐵中心收到咨詢、投訴后的三個工作日內(nèi)以書面形式回復(fù)，確認(rèn)收到咨詢、投訴信息。

第八條 北鐵中心將根據(jù)咨詢、投訴問題，選擇適當(dāng)?shù)牟块T和人員組成外部咨詢與投訴處理工作小組（以下簡稱“工作小組”）進(jìn)行研究、調(diào)查，及時、客觀、公正地?cái)M定處理方案。

投訴所涉人員不能成為工作小組成員，應(yīng)回避參與處理流程。

第九條 處理方案確定后，由風(fēng)險控制部反饋給咨詢或投訴人。在必要的情況下，處理方案可通過北鐵中心官網(wǎng)等渠道進(jìn)行披露。

第十條 若咨詢或投訴人對處理方案提出進(jìn)一步的咨詢或者投訴，則視為新的咨詢或投訴。

第十一條 若咨詢或投訴人不滿意處理方案，可在自最初投訴之日起6個月內(nèi)向北鐵中心指定的獨(dú)立第三方提出復(fù)核申請，獨(dú)立第三方向咨詢或投訴人予以最終回復(fù)。

第十二條 投訴和咨詢的處理方案原則上應(yīng)在接到咨詢或投訴后60日內(nèi)予以答復(fù)。如處理需要更長時間，則需要在60日內(nèi)通知咨詢或投訴人。

第十三條 北鐵中心收到的不符合前述第二條、第三條情形的非正式投訴，參照本辦法處理。

第十四條 咨詢與投訴涉及指數(shù)變動、指數(shù)編制方案修訂等事項(xiàng)的，參照北鐵中心相關(guān)辦法處理。

第十五條 所有與咨詢與投訴的相關(guān)文檔和記錄應(yīng)至少保存五年。

第四章 附則

 第十六條 本辦法由北鐵中心負(fù)責(zé)解釋和修訂。

 第十七條 本辦法自發(fā)布之日起實(shí)施。