Purpose & scope
This policy establishes the framework for handling complaints received from clients of Mask Virtual Assets Exchange LLC ("Metra") in compliance with applicable regulatory requirements. It aims to ensure complaints are investigated and resolved promptly, fairly, and transparently while maintaining client trust and satisfaction.
This policy applies to all complaints received from clients regarding Metra's services, products, or third-party entities engaged in the provision of Virtual Asset (VA) activities.
Policy principles
Acknowledgement within 1 week
Metra shall acknowledge receipt of all complaints within one (1) week of the complaint being made, providing a unique reference number and outline of next steps.
Resolution within 4 weeks
All complaints shall be resolved within four (4) weeks of receipt, except under extraordinary circumstances which shall be documented and communicated to the client.
Extended resolution — 8 weeks maximum
If a resolution cannot be achieved within four (4) weeks, Metra will provide a status update, explain the delay, and ensure the complaint is resolved no later than eight (8) weeks from the date it was made.
Multiple accessible channels
Metra offers clients multiple methods for filing complaints including complaint template forms, online submissions via the website or app, email to a designated complaints address, and phone support. Metra shall not restrict clients to one specific channel.
No fees for complaints
Clients shall not be charged any fees or incur additional costs for submitting or handling complaints, including any costs associated with the investigation or resolution process.
Third-party responsibility
Where Metra's VA activities involve third-party entities, Metra shall remain responsible for the resolution of all complaints, even when third-party entities are involved.
Recordkeeping — 8 years
Metra shall maintain comprehensive records of all complaints for a minimum period of eight (8) years from the date of resolution, including all complaints received, actions taken, and final resolutions and outcomes.
Complaints handling procedure
Step 1 — Complaint receipt
- Clients may submit complaints through any of the provided channels.
- Complaints must include sufficient details, including: (i) the nature of the issue, (ii) relevant dates and times, (iii) transaction IDs where applicable, (iv) supporting documents if available, and (v) the client's desired resolution.
Step 2 — Acknowledgement
- Metra shall acknowledge the complaint within one (1) week of receipt.
- The client will receive a unique reference number and confirmation of receipt with an outline of next steps.
Step 3 — Investigation & resolution
- Metra shall investigate the complaint thoroughly and provide a resolution within four (4) weeks, unless extraordinary circumstances arise.
- Where delays occur, Metra shall notify the client within the initial four (4) weeks, provide reasons for the delay and an expected resolution timeline, and ensure the complaint is resolved within eight (8) weeks.
Step 4 — Communication of resolution
- Metra shall notify the client in writing of the resolution, including the findings of the investigation, actions taken to resolve the issue, and any further steps the client may take if dissatisfied with the resolution.
- Where applicable, clients may escalate matters to VARA or other relevant regulatory or dispute resolution bodies.
Roles & responsibilities
- Compliance Team: Monitor adherence to this policy and ensure regulatory requirements are met.
- Customer Support Team: Act as the first point of contact for complaints and escalate as needed.
- Operations Team: Facilitate investigations and implement resolutions.
This policy shall be reviewed annually or as required to reflect changes in regulatory requirements or business operations.
Contact
To submit a complaint, contact Metra Compliance at [email protected]. You may also submit via the website, the MetraCore app, or by telephone.