Complaints Handling Policy

Introduction and Our Commitment

At Nex Global LLC, trading as Nex Systems (Nex), we want every customer, partner and member of the public to be treated fairly. When something goes wrong, we want to hear about it, put it right where we can, and learn from it.

This Complaints Handling Policy (the Policy) explains how to make a complaint, what will happen next and how long it will take. Making a complaint is free. We will handle every complaint:

• fairly, objectively and without bias;
• promptly, within the timelines in this Policy;
• confidentially, sharing information only with those who need it; and
• with respect, and without any retaliation against the person complaining.

This Policy does not change the rights and obligations of Nex or its customers under the Nex Systems Terms of Service (the Terms) or any other agreement.

1. What this Policy Covers

1.1 Definition. A complaint is any expression of dissatisfaction, made in writing to Nex, about Nex's services, staff, partners, communications or conduct, where a response or resolution is expected.

1.2 Who can complain. Customers, their users, Authorised Partners, referrers, suppliers, applicants to the Government and NPO Program, and members of the public.

1.3 Matters handled under other procedures. Some matters have their own process, which applies instead of this Policy:

1.4 People who have been screened. Nex provides screening tools to its customers, who decide whom to screen and what action to take. If you believe you have been wrongly matched or treated by a bank, business or other organisation that uses Nex, please contact that organisation first, because it controls the screening and the decision. Nex will help its customer investigate where appropriate. Nex cannot change a customer's decision.

1.5 Data sources. If you believe information about you on an official sanctions list is wrong, only the publishing authority can change it. If you believe open-source or adverse-media information shown by Nex is inaccurate, you may write to privacy@nex.systems and Nex will review it under its Privacy Notice.

2. How to Make a Complaint

2.1 In writing. Send your complaint by email to complaints@nex.systems, with "Complaint" in the subject line. Customers may also raise a complaint through an in-app ticket marked "Complaint".

2.2 What to include.

• (a) your name, organisation and contact details;
• (b) your account identifier, Order Form or invoice number, if you are a customer;
• (c) a clear description of what happened, when, and who was involved;
• (d) how it has affected you;
• (e) copies of any relevant documents, emails or screenshots; and
• (f) what you would like Nex to do to resolve it.

2.3 Time limit. Please complain within six (6) months of the event, or of when you became aware of it. Nex may still consider later complaints where there is a good reason for the delay.

2.4 Representatives. Someone may complain on your behalf if you give them written authority.

3. Acknowledgement, Investigation and Timelines

3.1 Timelines.

3.2 Investigation. The complaint will be investigated by a person who was not directly involved in the matter complained about. They will review the records, speak to the people involved, and may ask you for more information. Timelines pause while Nex waits for information it has requested.

3.3 Early resolution. Where a complaint can be resolved quickly to your satisfaction, Nex will confirm the resolution in writing and close the complaint.

4. Outcome and Remedies

4.1 Final response. Nex's final response will explain, in plain language, what Nex found, whether the complaint is upheld in full, in part or not at all, the reasons, and any action Nex will take.

4.2 Possible remedies. Depending on the circumstances, Nex may:

• (a) apologise and explain what went wrong;
• (b) correct an error or change a process;
• (c) provide additional support, training or a service review; or
• (d) offer a service credit or goodwill gesture.

4.3 Financial remedies. Refunds and service credits are given only under the Refund and Cancellation Policy and the Service Level and Support Policy. Any goodwill gesture is made at Nex's discretion, without admission of liability, and in full and final settlement of the complaint, under Terms 15.10.

4.4 Limits. Nothing in a complaint outcome extends Nex's liability beyond the limits in the Terms.

5. Internal Review and Escalation

5.1 Review. If you are not satisfied with the final response, you may ask for an internal review within thirty (30) days by replying to the final response and explaining why. A member of Nex senior management who was not involved will review the complaint and the response.

5.2 Final position. The outcome of the internal review is Nex's final position on the complaint.

5.3 Further steps. If a customer still disagrees, the dispute resolution provisions of the Terms apply. Members of the public keep any rights they have under applicable law.

6. Conduct, Records, Learning and Contact

6.1 Respectful conduct. Nex staff will treat complainants with courtesy. In return, Nex asks complainants to do the same. Nex may restrict contact, for example to a single channel, where communications are abusive, threatening or unreasonably persistent, and will explain why in writing.

6.2 Vexatious complaints. Nex may decline to investigate a complaint that repeats one already answered without new information, or that is clearly made in bad faith.

6.3 Records. Nex keeps a record of each complaint, the investigation and the outcome for at least five (5) years, in line with its Privacy Notice.

6.4 Learning. Senior management reviews complaints trends at least every quarter and uses them to improve Nex's services, processes and training.

6.5 Changes. Nex may update this Policy by publishing a revised version at www.nex.systems

6.6 Contact. Complaints: complaints@nex.systems . Nex Global LLC, trading as Nex Systems, Wyoming, United States.