Complaint Resolution Policy

1. Our Commitment

Six Media Technology Limited is committed to providing excellent service. We take all complaints seriously and aim to resolve issues fairly, promptly, and transparently. This policy outlines how you can raise a complaint and the process we follow to address it.

2. How to File a Complaint

You may submit a complaint through any of the following channels:

When filing a complaint, please include:

• Your full name and contact details
• Account or reference number (if applicable)
• Detailed description of the issue
• Dates and any relevant documentation
• Your desired resolution

3. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days via email, providing you with a unique reference number for tracking purposes.

4. Investigation Process

Our complaint resolution process follows these steps:

1. Receipt & Logging: Your complaint is logged in our system and assigned to a dedicated case handler
2. Initial Review: The case handler reviews all details and may contact you for additional information
3. Investigation: A thorough investigation is conducted, including review of relevant records, communications, and system logs
4. Resolution: A fair and appropriate resolution is determined based on the findings
5. Communication: You are informed of the outcome with a clear explanation

5. Response Timeline

• Acknowledgement: Within 2 business days
• Initial Response: Within 5 business days
• Full Resolution: Within 15 business days for standard complaints
• Complex Cases: Within 30 business days (you will be notified of the extended timeline)

6. Escalation Process

If you are not satisfied with the initial resolution:

1. Level 1 — Case Handler: Your assigned case handler provides the initial resolution
2. Level 2 — Senior Management: If unsatisfied, request escalation to a senior manager who will review the case independently within 10 business days
3. Level 3 — Director Review: If still unresolved, the complaint is escalated to a company director for final internal review within 15 business days

7. External Resolution

If you remain dissatisfied after exhausting our internal process, you may contact:

• Office of the Privacy Commissioner for Personal Data, Hong Kong — For data privacy related complaints
• Hong Kong Consumer Council — For consumer-related disputes
• Hong Kong International Arbitration Centre (HKIAC) — For contractual disputes

8. Record Keeping

We maintain records of all complaints for a minimum of 6 years, including the nature of the complaint, investigation findings, resolution, and any follow-up actions taken. This data is used to identify trends and improve our services.

9. Continuous Improvement

We regularly review complaint data to identify systemic issues and implement improvements. Complaint trends are reported to senior management quarterly to ensure ongoing service quality.