In-House Complaints Procedure

2. Who May Make a Complaint

Any client or other person who has dealt directly with the Company in connection with a specific real estate agency transaction or service may submit a complaint concerning the services or conduct of the Company or any employee, representative or contractor acting on its behalf.

3. How to Make a Complaint

Complaints should be submitted in writing either by email to: ap@2futures.com, or delivered by registered post with advice of delivery to:

A complaint should include:

• the subject Complaint under the Real Estate Agent Authority Act;
• the complainant's full name and contact details (postal address, mobile phone number, email address);
• the project name and unit number;
• the transaction concerned (CRP/VEFA/SCIA);
• the full company name of the real estate agency involved of the transaction and the full name of the sales agent of the real estate agency involved;
• a detailed description of the complaint;
• relevant dates and persons involved;
• any supporting documents or correspondence; and
• the outcome or resolution expected.

Where a complaint is initially made verbally, the Company shall require that the complaint be confirmed in writing before commencing a formal investigation, where this is reasonably necessary to properly investigate it.

Where a complaint is incomplete, the Company may require further details to be provided in writing before commencing a formal investigation, where this is reasonably necessary to properly investigate it.

4. Acknowledgement and Registration

Upon receipt, the complaint shall be:

• recorded in the Company's Complaints Register;
• assigned to an appropriate person for review; and
• acknowledged to the complainant within 5 working days, where practicable.

The acknowledgement shall confirm that the complaint has been received.

5. Review and Investigation

The person responsible for handling the complaint shall review the matter fairly and objectively.

The investigation may include:

• reviewing the relevant transaction file and correspondence;
• obtaining information from the employee, representative or contractor concerned;
• reviewing agreements, advertisements, offers or other relevant documents;
• requesting additional information from the complainant; and
• consulting the Company's Legal and/or Compliance function where appropriate.

A person who is directly the subject of a complaint should not, where reasonably practicable, be solely responsible for determining its outcome.

The Company’s employees and contractors shall cooperate fully with the investigation of a complaint. The complainant is encouraged to cooperate with the investigation.

6. Response to the Complainant

The Company shall endeavour to provide a response to the complainant within 10 working days of receiving all information reasonably required to investigate the complaint.

Where the complaint cannot reasonably be resolved within that period, the complainant shall be informed of:

• the status of the complaint;
• the reason additional time is required; and
• the expected timeframe for a final response.

The Company's final response shall, where appropriate:

• communicate the outcome of the Company's review;
• explain any corrective or remedial action to be taken; and
• inform the complainant of his or her right to approach the Authority.

7. Notification to the Authority

In accordance with the applicable Code of Conduct and Practice, the Company shall:

• notify the Real Estate Agent Authority of any formal written complaint made against the Company within 10 working days of receipt of the written complaint; and
• notify the Authority of the outcome of the complaint within 10 working days of the final determination or resolution of the complaint.

All notifications to the Authority shall be coordinated through the Company's Legal and/or Compliance function or such other person designated by the Company.

8. Right to Approach the Authority

The Procedure does not restrict a complainant's right to make a complaint directly to the Authority.

A complainant is not required to exhaust Procedure before approaching the Authority.

Information concerning the Authority and its complaints process may be obtained from the Authority.

9. Confidentiality

Complaints and information obtained during their investigation shall be treated confidentially and disclosed only to persons who reasonably require the information for the purpose of investigating or resolving the complaint, to the Real Estate Agent Authority as required under Section 7 of this Procedure, or where disclosure is otherwise required or permitted by law.

10. Complaints Register

The Company shall maintain a complaints register (the “Complaints Register”) containing, at a minimum:

• the date the complaint was received;
• the name of the complainant;
• the property or transaction concerned;
• a brief description of the complaint;
• the person responsible for handling the complaint;
• material steps taken to investigate the complaint;
• the outcome and date of resolution;
• the date on which the complaint was notified to the Authority; and
• the date on which the outcome was notified to the Authority.

Supporting documentation and correspondence relating to the complaint shall be retained with the relevant complaint record for a minimum period of 5 years from the date of resolution of the complaint.

11. Corrective Action

Where a complaint identifies a deficiency in the Company's practices, the Company shall consider whether corrective action is required.

Corrective action may include:

• correcting inaccurate information;
• addressing a client service issue;
• amending an advertisement or marketing material;
• providing additional guidance or training to employees;
• reviewing an internal procedure; or
• taking appropriate disciplinary or other action where misconduct is established.

The Company shall also consider whether the issue identified may affect other clients or transactions and, where appropriate, take broader corrective action.

12. Availability of this Procedure

Clients shall be informed of the existence of this Procedure.

This Procedure shall be displayed at the Company's office and website, in accordance with the Code of Conduct and Practice.

A copy shall also be made available to any client upon request.

Date: 1 October 2026