1. Introduction

Welcome to MetaBiz (“MetaBiz,” “Company,” “we,” “our,” or “us”). We are committed to providing professional business solutions with integrity, transparency, accountability, and respect for our clients, business partners, employees, vendors, and other stakeholders.

At MetaBiz, we recognize that concerns or complaints may occasionally arise regarding our services, communications, processes, or business practices. We believe that every grievance deserves to be heard, reviewed fairly, and resolved in a timely and impartial manner.

This Grievance Redressal Policy establishes a clear and transparent framework for receiving, reviewing, investigating, and resolving grievances relating to the services and operations of MetaBiz.

Our objective is to promote trust, improve service quality, strengthen client relationships, and ensure that grievances are addressed efficiently, respectfully, and in accordance with applicable legal and ethical standards.

By using the MetaBiz website, engaging our services, or interacting with our representatives, you acknowledge and agree to the grievance procedures described in this Policy.

2. Purpose

The purpose of this Policy is to:

• Establish a fair and transparent grievance handling process.
• Ensure timely acknowledgment and resolution of complaints.
• Promote accountability and continuous service improvement.
• Protect the rights and interests of clients and stakeholders.
• Encourage open communication and constructive feedback.
• Maintain confidentiality throughout the grievance process.
• Support compliance with applicable laws, regulations, and industry best practices.
• Foster long-term trust through ethical dispute resolution.

3. Scope of the Policy

This Policy applies to grievances relating to MetaBiz’s professional services, website, business operations, communications, and customer interactions.

It applies to:

• Existing clients
• Prospective clients
• Website visitors
• Business partners
• Vendors and suppliers
• Consultants
• Contractors
• Service providers
• Corporate representatives
• Other stakeholders interacting with MetaBiz

This Policy covers grievances arising from both online and offline interactions with MetaBiz.

4. Definitions

For the purposes of this Policy:

Grievance means any complaint, concern, dissatisfaction, objection, or dispute raised regarding the services, conduct, communications, or operations of MetaBiz.

Complainant means any person or organization submitting a grievance under this Policy.

Resolution means the actions taken by MetaBiz to address, investigate, or resolve a grievance.

Business Day means any day on which MetaBiz conducts normal business operations, excluding public holidays unless otherwise specified.

Services refers to all business solutions provided by MetaBiz, including but not limited to:

• Business Consulting
• Accounting & Bookkeeping
• Payroll Processing
• Taxation Services
• GST Consultancy
• Corporate Compliance
• Due Diligence
• Corporate Documentation
• Financial Advisory
• Business Registration
• Regulatory Support
• Risk Assessment
• Corporate Training
• Other related professional services

5. Guiding Principles

MetaBiz is committed to handling grievances in accordance with the following principles:

Fairness

Every grievance will be reviewed objectively and without bias.

Transparency

The grievance process will be communicated clearly, and complainants will be informed of significant developments where appropriate.

Timeliness

Grievances will be acknowledged, investigated, and resolved as efficiently as reasonably possible.

Confidentiality

Information relating to grievances will be handled with appropriate confidentiality and shared only where necessary to facilitate investigation or comply with legal obligations.

Respect

All parties involved in the grievance process will be treated with courtesy, professionalism, and respect.

Continuous Improvement

Feedback received through grievances may be used to improve our services, processes, and client experience.

6. Who May Submit a Grievance

The following individuals or entities may submit a grievance under this Policy:

• Current clients
• Former clients
• Prospective clients
• Website users
• Business partners
• Vendors
• Contractors
• Consultants
• Service providers
• Authorized representatives
• Other stakeholders affected by MetaBiz’s services or business activities

Where a grievance is submitted on behalf of another person or organization, MetaBiz may request reasonable evidence of authorization before processing the grievance.

7. Types of Grievances Covered

This Policy may apply to grievances relating to, among other matters:

Service Quality

• Delays in service delivery
• Incomplete work
• Professional conduct
• Communication issues

Billing and Payments

• Invoice disputes
• Payment concerns
• Pricing clarification
• Fee-related issues

Customer Service

• Response times
• Communication quality
• Behaviour of representatives
• Service accessibility

Website Issues

• Technical problems
• Accessibility concerns
• Website content accuracy
• Broken links or functionality

Compliance and Documentation

• Regulatory support
• Documentation concerns
• Filing issues
• Administrative errors

Privacy and Data Protection

• Personal information handling
• Confidentiality concerns
• Data access requests
• Information security issues

Marketing and Communications

• Promotional communications
• Advertising concerns
• Email preferences
• Public statements

Other Business Matters

Any other concern reasonably related to the products, services, or operations of MetaBiz.

8. Matters Outside the Scope of This Policy

This Policy does not generally apply to:

• Anonymous complaints that cannot reasonably be investigated;
• Matters already resolved through legal proceedings;
• Frivolous, malicious, or abusive complaints;
• Issues unrelated to MetaBiz’s business operations;
• Requests that are unlawful or impossible to fulfill;
• Matters governed exclusively by separate contractual dispute resolution procedures.

MetaBiz reserves the right to decline investigation where a grievance clearly falls outside the scope of this Policy.

9. How to Submit a Grievance

A grievance should be submitted through the official communication channels provided on the MetaBiz website.

Where possible, a grievance should include:

• Full name of the complainant;
• Organization (if applicable);
• Contact information;
• Description of the issue;
• Relevant dates;
• Supporting documents or evidence;
• Preferred resolution, where appropriate.

Providing complete and accurate information helps facilitate a timely and effective review.

10. Acknowledgement of Grievances

Upon receiving a grievance, MetaBiz will make reasonable efforts to acknowledge receipt within a reasonable timeframe.

The acknowledgement may include:

• Confirmation that the grievance has been received;
• A reference number, where applicable;
• Information regarding the review process;
• Any request for additional information required to investigate the matter.

Submission of a grievance does not guarantee that the requested outcome will be granted, but every grievance will be reviewed in good faith and in accordance with this Policy.

11. Initial Assessment

Following acknowledgement, MetaBiz will conduct a preliminary assessment to determine:

• Whether the grievance falls within the scope of this Policy;
• Whether sufficient information has been provided;
• Whether immediate action is required;
• Whether additional documentation or clarification is necessary;
• The appropriate internal team or representative responsible for handling the matter.

Where additional information is required, the complainant may be contacted and requested to provide further details to assist with the review.

12. Grievance Investigation Process

Once a grievance has passed the initial assessment stage, MetaBiz will conduct an impartial and reasonable investigation appropriate to the nature, complexity, and seriousness of the matter.

The investigation process may include:

• Reviewing the grievance and supporting documentation;
• Examining relevant records, communications, or agreements;
• Consulting with relevant employees, departments, or service providers;
• Requesting additional information from the complainant where necessary;
• Assessing applicable contractual, legal, or regulatory requirements.

Each grievance will be assessed on its individual merits. MetaBiz will make reasonable efforts to conduct investigations objectively, consistently, and without unnecessary delay.

13. Resolution Process

Following the investigation, MetaBiz will determine an appropriate resolution based on the facts and circumstances of the case.

Depending on the nature of the grievance, the resolution may include:

• Providing clarification or additional information;
• Correcting administrative or documentation errors;
• Rectifying service-related issues where reasonably possible;
• Offering an appropriate corrective action or service improvement;
• Implementing process improvements to prevent similar issues in the future;
• Explaining why the requested outcome cannot be granted where it is not supported by the facts or applicable obligations.

Resolutions will be made in good faith and in accordance with applicable laws, contractual commitments, and professional standards.

14. Resolution Timeframes

MetaBiz aims to resolve grievances as promptly as reasonably practicable.

While the time required may vary depending on the complexity of the matter, we strive to:

• Acknowledge receipt of a grievance within a reasonable timeframe;
• Conduct an initial assessment without unnecessary delay;
• Complete investigations as efficiently as possible;
• Keep the complainant informed where significant delays are unavoidable.

Certain grievances involving regulatory authorities, third-party service providers, legal proceedings, or complex factual issues may require additional time to investigate and resolve.

15. Communication During the Review

MetaBiz values open and respectful communication throughout the grievance process.

Where appropriate, we may provide updates regarding:

• The status of the investigation;
• Requests for additional information;
• Expected timelines;
• The outcome of the review.

Complainants are encouraged to respond promptly to requests for information to help avoid unnecessary delays.

16. Confidentiality

MetaBiz treats grievance-related information with appropriate care and confidentiality.

Information submitted as part of a grievance will generally be accessed only by individuals who require it for the purpose of reviewing, investigating, or resolving the matter.

Confidential information may be disclosed only where:

• Required by applicable law;
• Required by a court or competent authority;
• Necessary to protect legal rights;
• Necessary to investigate the grievance effectively;
• Authorized by the complainant.

MetaBiz implements reasonable administrative and organizational safeguards to help protect confidential information, although no method of electronic communication or storage can guarantee absolute security.

17. Protection Against Retaliation

MetaBiz encourages individuals to raise genuine concerns without fear of retaliation.

No complainant acting honestly and in good faith should be subjected to unfair treatment, discrimination, or adverse action solely because they submitted a grievance under this Policy.

However, this protection does not extend to complaints that are knowingly false, malicious, fraudulent, abusive, or submitted for improper purposes.

18. Responsibilities of the Complainant

To facilitate an efficient review process, complainants are expected to:

• Provide accurate and complete information;
• Submit supporting documents where available;
• Cooperate with reasonable requests for clarification;
• Communicate respectfully with MetaBiz representatives;
• Avoid submitting intentionally false or misleading information;
• Notify MetaBiz if relevant circumstances change during the review.

Failure to provide requested information may affect MetaBiz’s ability to investigate or resolve the grievance.

19. Responsibilities of MetaBiz

MetaBiz is committed to handling grievances responsibly and professionally.

Our responsibilities include:

• Treating complainants with courtesy and respect;
• Reviewing grievances impartially;
• Maintaining confidentiality where appropriate;
• Communicating clearly throughout the process;
• Applying this Policy consistently;
• Taking reasonable corrective action where appropriate;
• Using grievance outcomes to improve services and internal processes.

MetaBiz also seeks to provide training and guidance to relevant personnel involved in grievance handling to support fair and consistent decision-making.

20. Appeals Process

If a complainant believes that a grievance has not been adequately addressed, they may request a further review by providing additional relevant information or explaining why they believe the original decision should be reconsidered.

An appeal should be submitted within a reasonable period after receiving the initial decision.

MetaBiz will review the appeal objectively and may:

• Confirm the original decision;
• Modify the outcome;
• Request additional information;
• Conduct further investigation where appropriate.

The outcome of the appeal will be communicated to the complainant in accordance with this Policy.

21. Record Keeping

MetaBiz may maintain records relating to grievances for legitimate business, legal, regulatory, and quality assurance purposes.

Records may include:

• The grievance submission;
• Correspondence with the complainant;
• Supporting documents;
• Investigation notes;
• Resolution details;
• Corrective actions taken.

Such records will be retained only for as long as reasonably necessary or as required by applicable law, contractual obligations, or legitimate business needs.

22. Continuous Improvement

MetaBiz recognizes that grievances provide valuable insights into opportunities for improving our services and operations.

Where appropriate, information obtained through the grievance process may be used to:

• Improve service quality;
• Enhance customer support;
• Strengthen internal procedures;
• Update policies and documentation;
• Improve staff training;
• Reduce the likelihood of similar issues arising in the future.

Any use of grievance information for improvement purposes will be carried out in accordance with applicable privacy and confidentiality obligations.

23. Alternative Resolution

Where appropriate and with the agreement of the parties involved, MetaBiz may seek to resolve grievances through informal discussions, negotiation, or other mutually acceptable methods before pursuing formal legal remedies.

Participation in alternative resolution processes does not limit any rights available under applicable law unless otherwise agreed in writing.

24. Compliance with Applicable Laws

MetaBiz is committed to handling grievances in accordance with applicable laws, regulations, and recognized principles of fairness, transparency, and accountability.

Where required, our grievance handling practices are designed to support compliance with applicable:

• Consumer protection laws;
• Corporate and commercial regulations;
• Privacy and data protection legislation;
• Employment and workplace regulations (where applicable);
• Electronic communications laws;
• Professional and ethical standards relevant to our services.

Nothing in this Policy limits or excludes any legal rights or remedies that cannot lawfully be waived under applicable legislation.

25. Good Faith Requirement

MetaBiz expects all grievances submitted under this Policy to be made honestly, accurately, and in good faith.

Grievances should not be submitted:

• To harass or intimidate any individual;
• To gain an improper commercial advantage;
• To knowingly provide false or misleading information;
• To interfere with the legitimate business operations of MetaBiz;
• For any unlawful or abusive purpose.

Where MetaBiz reasonably determines that a grievance has been submitted in bad faith or contains intentionally false information, it reserves the right to discontinue the review process and take appropriate action where permitted by applicable law.

26. Limitation of Liability

To the fullest extent permitted by applicable law, the existence of this Grievance Redressal Policy does not create any contractual obligation or guarantee that every grievance will result in the outcome requested by the complainant.

MetaBiz shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising solely from:

• The submission or handling of a grievance;
• Delays caused by incomplete information or circumstances beyond our reasonable control;
• Reliance on information provided during the grievance review process;
• Decisions made in good faith based on the information reasonably available at the time.

Nothing in this section excludes liability where such exclusion is prohibited by applicable law.

27. Governing Law and Dispute Resolution

This Policy shall be governed by and interpreted in accordance with the laws of the jurisdiction in which MetaBiz is established, unless mandatory legal requirements provide otherwise.

If a dispute relating to this Policy cannot be resolved through the grievance process, the parties are encouraged to seek an amicable resolution through good-faith discussions.

Where appropriate, mediation or other alternative dispute resolution mechanisms may be considered before initiating formal legal proceedings.

If legal proceedings become necessary, they shall be brought before a court or other competent authority having jurisdiction under the applicable laws.

28. Policy Review and Updates

MetaBiz may review and update this Grievance Redressal Policy periodically to reflect:

• Changes in applicable laws or regulations;
• Improvements to our internal procedures;
• Changes to our business operations or services;
• Feedback received from clients and stakeholders;
• Industry best practices.

Any revised version of this Policy will become effective upon publication on the MetaBiz Website unless a different effective date is specified.

We encourage users to review this Policy regularly to stay informed of any updates.

29. Severability

If any provision of this Policy is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be interpreted or modified to the minimum extent necessary to achieve its intended purpose.

The remaining provisions shall continue in full force and effect and shall remain legally valid and enforceable.

30. No Waiver

Failure by MetaBiz to enforce any provision of this Policy shall not constitute a waiver of that provision or any other rights available under applicable law.

Any waiver shall be effective only if made expressly in writing by an authorized representative of MetaBiz.

A waiver relating to one matter shall not be considered a continuing waiver of the same or any other provision.

31. Relationship with Other Policies

This Grievance Redressal Policy should be read together with the following MetaBiz policies and legal documents, where applicable:

• Privacy Policy;
• Terms of Service;
• Cookie Policy;
• Advertising & Promotion Policy;
• Refund Policy (if applicable);
• Service Agreements and Engagement Letters;
• Any other policies published on the official MetaBiz Website.

In the event of any inconsistency between this Policy and a separately executed written agreement relating to a specific service engagement, the written agreement shall prevail to the extent of the inconsistency.

32. Contact Information

If you wish to submit a grievance, request additional information, or seek clarification regarding this Policy, please contact MetaBiz using the official contact details provided on our Website.

When contacting us, please include:

• Your full name;
• Company or organization (if applicable);
• Contact information;
• A detailed description of your grievance or inquiry;
• Relevant dates and supporting documents, where available.

Providing complete information will assist us in reviewing and responding to your concerns as efficiently as possible.

33. Final Provisions

MetaBiz values transparency, professionalism, and accountability in every aspect of its business operations.

By using our Website or engaging our Services, you acknowledge that you have read and understood this Grievance Redressal Policy and agree to follow the procedures described herein when raising concerns or complaints.

Our commitment is to:

• Listen carefully to stakeholder concerns;
• Review grievances fairly and impartially;
• Communicate respectfully and transparently;
• Seek practical and appropriate resolutions where possible;
• Continuously improve our services through constructive feedback.

This Policy reflects MetaBiz’s dedication to maintaining high standards of customer service, ethical conduct, and responsible corporate governance.