Client Complaint & Dispute Resolution Process

Mexsens is committed to resolving all client complaints and disputes fairly, transparently, and within a defined timeline to maintain user trust and regulatory compliance.

1. Complaint Channels

Clients can lodge complaints or raise disputes through multiple accessible channels:

• In-app Support Ticketing System (under progress)

• Dedicated Support Email: support@mexsens.com

• Official Telegram/Helpdesk Channel

All complaints are acknowledged and assigned a unique case ID for tracking.

2. Complaint Logging & Acknowledgment

• Upon receiving a complaint, the system automatically:

  • Logs the case in the Complaint Management Register

  • Generates a confirmation email with the case ID

  • Provides an initial acknowledgment within 24 hours

• Complaint details recorded include:

  • Client name & account details

  • Date & time of complaint

  • Nature of issue (technical, billing, operational, etc.)

3. Preliminary Review (Within 2 Working Days)

• The Support & Compliance Team reviews the complaint to:

  • Verify the issue (trade log, API activity, fee records, etc.)

  • Categorize the severity (Low/Medium/High/Critical)

  • Escalate urgent cases (e.g., potential security incidents) to Senior Management

4. Investigation & Resolution (Within 7 Working Days)

• A root cause analysis is conducted for the reported issue.

• Possible resolution paths:

  • Technical issue → fixed by DevOps team

  • Billing/fee dispute → reviewed by Compliance & Finance team

  • Policy-related complaint → escalated to Senior Management

• Clients receive:

  • A progress update within 3 days if further investigation is needed

  • A final resolution within 7 working days for most cases

5. Escalation Mechanism

• If the client is dissatisfied with the resolution, they may request further review by Senior Management.

• For unresolved disputes, clients are provided guidance on escalating to SC Malaysia (during Sandbox phase) or the appropriate dispute resolution channel.

6. Documentation & Continuous Improvement

• All complaints are documented and stored securely for at least 7 years.

• A quarterly complaint review is conducted to identify recurring issues and improve service quality.