Complaints & Disputes Framework

Operational Framework for Complaint Handling and Dispute Resolution 

January 2026 

Laser Digital Japan Co., Ltd. (hereinafter referred to as "the Company") implements complaint handling measures and dispute resolution measures in accordance with Article 63-12 of the Payment Services Act and Article 32 of the Cabinet Office Ordinance on Virtual Asset Service Providers.

1. 　Company Contact Point for Complaints and Disputes

The Company accepts complaints or dispute submissions from customers via the following contact details.

Contact Details

Laser Digital Japan Co., Ltd. Planning and Management Department

(Address) Toyosu Bayside Cross Tower, 2-2-1 Toyosu, Koto-ku, Tokyo

Contact Us

2. 　Other Complaint and Dispute Handling Points

In addition to our contact details, you may also utilise the complaint handling and dispute resolution frameworks provided by the following dispute resolution support organisations.

3. 　Outline of Internal Regulations (Regulations Concerning the Handling of Complaints and Dispute Resolution)

Please refer to the following "Regulations Concerning the Handling of Complaints and Dispute Resolution" (excerpt).

(Purpose)

These regulations establish necessary matters concerning the resolution and handling of complaints and disputes from customers and others regarding the company's Crypto asset-related transactions. Their purpose is to protect the interests of customers and others by ensuring prompt and appropriate resolution, while also contributing to the sound development of business operations.

 

(Response upon Occurrence of Complaints, etc.)

1. The person who initially receives a complaint or dispute from a customer shall immediately submit a written document or electronic information containing the following details to the Corporate Officer in charge of Planning and Management.

(1)    Contact details of the complainant (or the person responsible in the case of a corporation)

(2)   Details of the complaint

(3)   Channel through which the request was received

(4)   Date and time of receipt

(5)   Name of the person who received the request

2. The Company shall report the following information to the Japan Virtual Currency Exchange Association (hereinafter referred to as the "Association") when it obtains such information:

(1)   Information concerning any person conducting Crypto Asset Exchange Business without registration under Article 63-2 of the Payment Services Act, and concerning the Crypto Asset Exchange Business conducted by that person

(2)   Other information deemed necessary by the Association for the protection of customer interests

 

(Formulation and Approval of Countermeasures Following Complaints, etc.)

1. Upon receiving a report as stipulated in Paragraph 1 of the preceding Article, the Corporate Officer in charge of Planning and Management shall promptly report the matter to the head of the department responsible for the relevant matter (hereinafter referred to as the "Responsible Department Head") and instruct the Responsible Department Head to confirm the facts or conduct an investigation. Concurrently, the Corporate Officer shall report to the President and Representative Director and the Corporate Officer in charge of Legal Compliance that a complaint, etc., has been received based on said report.

2. Based on the confirmation or investigation referred to in the preceding paragraph, the Responsible Department Head shall formulate countermeasures for the complaint, etc. Report these countermeasures to the President and Representative Director and the Corporate Officer in charge of Legal Compliance via the Corporate Officer in charge of Planning and Management. After obtaining the President and Representative Director's approval of the countermeasures, the Responsible Department Head shall respond to the complainant.

3. The head of the relevant department who has responded to the complainant pursuant to the preceding paragraph shall promptly report the progress and outcome of the handling of the complaint to the Corporate Officer in charge of Planning and Management and the Corporate Officer in charge of Legal Compliance. The Corporate Officer in charge of Legal Compliance shall promptly report the progress and outcome of the handling of any complaint requested by the Association to the Association, using the format requested by the Association.

 

(Response Method)

1. The Planning and Management Department shall handle complaints and similar matters. However, the Planning and Management Department may, when deemed necessary based on the content of the complaint, instruct the head of the relevant department to handle it.In such cases, the relevant department head shall provide appropriate explanations to the complainant throughout the process, from the time of submission to resolution, taking into account customer characteristics. These explanations shall include details of the complaint handling procedure, notification of receipt of the complaint, progress updates, and an explanation of the outcome. The department head shall report the progress of the complaint handling to the Corporate Officer in charge of Planning and Management at each stage.

2. The Corporate Officer in charge of Planning and Management shall report the status of handling complaints, etc., based on the preceding paragraph, to the President and Representative Director and the Corporate Officer in charge of Legal Compliance.

3. Where the Company itself initiates dispute resolution measures as stipulated in Article 10 concerning disputes arising from Crypto asset-related transactions with the complainant, it shall not proceed lightly without exhausting its own procedures. Instead, it shall respond adequately to complaints received from customers and obtain the approval of the President and Representative Director regarding the necessity of such initiation.

4. When handling complaints, personal information pertaining to the complainant shall be handled appropriately in accordance with the "Regulations on the Protection of Personal Information".

5. Pressure disguised as complaints or similar matters originating from anti-social forces shall be distinguished from ordinary complaints or similar matters and handled appropriately in accordance with the "Regulations Concerning the Severance of Relations with Anti-Social Forces".

6. The Head of Planning and Management shall appropriately manage progress towards resolving complaints, prevent the occurrence of long-term unresolved cases, and ensure the prompt resolution of any outstanding cases.

7. The Director of Planning and Management shall strive to broadly accept complaints, etc., by enhancing responses at reception points according to complaint occurrence patterns and setting customer-friendly access times and methods. Furthermore, these reception points and submission methods shall be widely publicised and communicated clearly, taking into account customer diversity.

 

(Complaint Handling Measures)

1. The Company shall implement the measures listed in Article 32, Paragraph 1, Item 1 of the Cabinet Office Ordinance concerning Virtual Asset Exchange Operators as its complaint handling measures. The following shall serve as the Company's contact point for complaints and similar matters.

Contact Point

Laser Digital Japan Co., Ltd.      Planning and Management Department

(Address) Toyosu Bayside Cross Tower, 2-2-1 Toyosu, Koto-ku, Tokyo

Contact Us

2. Complaint handling by the Company shall be conducted fairly and appropriately in accordance with these regulations (including the attached operational flowchart).

3. The contact point referred to in Paragraph 1 shall be publicised through methods such as posting on our company website. Furthermore, our operational framework and internal rules concerning complaint handling shall be disclosed.

4. In addition to the measures in Paragraph 1, the Company shall seek to resolve complaints concerning Crypto asset-related transactions through the complaint resolution services provided by the Association.

5. The Company shall not refuse, without justifiable grounds, any request from the Association for necessary explanations or submission of materials concerning the handling of complaints or similar matters.

 

(Dispute Resolution Measures)

1. The Company shall endeavour to resolve disputes concerning Crypto asset-related transactions through mediation or arbitration procedures conducted by the bar association with which the Association has concluded an agreement (hereinafter referred to as the "Dispute Resolution Support Organisation").

2. The Company shall respond in accordance with the rules governing the procedures conducted by the Dispute Resolution Support Organisation, the agreement between the Association and the Dispute Resolution Support Organisation, and the confirmation documents submitted to the Association and the Dispute Resolution Support Organisation, under the guidance and supervision of ,the Corporate Officer in charge of Planning and Management.

3. The Company shall publicise its intention to resolve disputes through the Dispute Resolution Support Organisation by means such as posting this information on its website.

4. Even whilst a dispute is pending before a dispute resolution support organisation's mediation or arbitration procedure, the Company shall, as necessary, take appropriate measures (such as providing general materials or explanations, or other responses ordinarily provided to customers) towards the customer who is the other party to said procedure.

5. The Company shall continuously monitor the progress of dispute resolution by the dispute resolution support organisation and, as necessary, review and revise its dispute resolution measures.

6. Should the dispute resolution support organisation present a settlement proposal, mediation proposal, or other resolution proposal (hereinafter referred to as the "Resolution Proposal"), the Company shall promptly consider such proposal under the guidance and supervision ,the Corporate Officer in charge of Planning and Management, taking into account the rules of the Bar Association, and obtain the approval of the President and Representative Director regarding its acceptance. However, should the relevant Bar Association present a special mediation proposal, the Company shall accept it, except in cases specified in each item of Article 52-67, Paragraph 6 of the Banking Act as applied mutatis mutandis under Article 101 of the Funds Settlement Act.

7. Should the Company accept a settlement proposal, the department responsible for the matter shall promptly address it, and the Corporate Officer in charge of Planning and Management shall conduct a subsequent verification of its implementation status.

8. Should the Company refuse to accept a settlement proposal, it shall promptly explain the reasons in accordance with the rules of the relevant Bar Association and take appropriate action under the guidance and supervision of the Corporate Officer in charge of Planning and Management.

9. Should a dispute resolution application fall outside the scope of the external body referred to the customer due to geographical location, the nature of the complaint or dispute, or other reasons, or should handling by another external body be more appropriate, the Company shall, to the extent possible, refer the customer to another suitable external body.

10. Should the Company receive notification from the Association that the complainant seeks to utilise the Association's dispute resolution support body, the Company shall comply with the complainant's request to use the Association's dispute resolution support body, unless there are reasonable grounds, such as a clear intention to seek resolution through litigation or civil mediation.In such cases, the Company shall endeavour to comply with any request from the Association's dispute resolution support body for the submission of materials necessary for mediation, except where there are legitimate reasons not to do so, and shall endeavour to respect any proposed settlement terms presented.

11. The Company shall report to the Association, in the format prescribed by the Association, on the progress and outcome of the dispute resolution process involving the use of the dispute resolution support body.

 

(Record Management and Measures for Improvement and Recurrence Prevention)

1. The Corporate Officer in charge of Planning and Management shall appropriately and accurately record and retain details of the handling and outcomes of complaints and similar matters, including those handled directly and those involving external bodies.

2. Based on reports received from the heads of relevant departments and the records referred to in the preceding paragraph, the Corporate Officer in charge of Planning and Management shall analyse and identify the causes of complaints, etc. Utilising the results of this analysis, the Corporate Officer shall, as necessary and on an ongoing basis, instruct the heads of relevant departments to improve customer response and administrative procedures, and to formulate measures to prevent recurrence and pre-emptive measures for complaints, etc.

3. Where the Head of the Responsible Department formulates measures for system improvement or recurrence prevention, they shall report these to the President and Representative Director and the Corporate Officer in charge of Legal Compliance via the Corporate Officer in charge of Planning and Management and shall obtain the President and Representative Director's approval for such measures.

4. The Corporate Officer in charge of Planning and Management shall endeavour to prevent recurrence by conducting training for officers and employees, utilising records of complaints and similar matters, to ensure thorough handling of such complaints.

5. Should administrative errors occur during the handling of complaints, the person responsible shall report this to the head of the relevant department. The head of the relevant department shall consult with the Corporate Officer in charge of Planning and Management to take appropriate action.

 

(Contact Point for Relevant Authorities)

The point of contact for handling complaints and similar matters with the Financial Services Agency and other relevant authorities shall be the Corporate Officer in charge of Legal Compliance.

 

(Matters with Potential to Develop into Complaints)

1. Any person receiving a report or information from a third party regarding matters that may potentially develop into complaints or similar issues in the future shall report this to the Corporate Officer in charge of Planning and Management without delay.

2. The Corporate Officer in charge of Planning and Management shall report the content of such reports to the President and Representative Director and the Corporate Officer in charge of Legal Compliance as necessary.

 

(Internal Audit)

The Internal Audit Department shall, in conducting internal audits, also audit the prompt and appropriate handling and response to complaints, as well as compliance with laws and regulations and this Regulation.