#区块链争端解决
1.向区块链协会投诉
从事件发生之日起45天内，客户可以向区块链协会投诉。但是，客户必须首先尝试与会员解决投诉。
会员有5天的时间确认收到了客户投诉，并有14天的时间通过会员的内部争议解决（IDR）程序答复投诉。
客户只有在对会员的决定不满意或在14天内没有做出决定的情况下才可以向区块链协会投诉。
2.调查阶段
区块链专家委员会（BEC）将在5个工作日内调查投诉的依据并验证其有效性。
BEC负责人将在5个工作日内与客户和会员联系，以获取所有必要的信息，并查看在调查阶段是否有机会解决投诉。
如果在调查阶段没有解决机会，则投诉将进入确定阶段和BEC。
3.确定阶段
根据确定阶段收集的文件和信息，BEC将对投诉做出决定。
如果需要其他信息，BEC将向客户或会员请求此类信息。被要求方必须在7天内答复。
4.奖励和命令
BEC的决定对会员公司具有约束力。BEC决定仅在客户接受时才对他们具有约束力。
如果投诉人同意BEC的决定，则需要在14天内接受。如果客户在14天内未回应BEC的决定，则该投诉被视为已结束
会员必须在做出决定后的28天内授予和解金。
如果该决定有利于会员，则客户必须在做出决定并将投诉视为已结束之日起7天内向该会员提供释放

Dispute Resolution Process
1. File a Complaint to Blockchain Association
Within 45 days from the time of the incident client can file a complaint to Blockchain Association. However, client must try to resolve his complaint with the Member first.

Member has 5 days to acknowledge the client complaint was received and 14 days to answer the complaint through the Member’s Internal Dispute Resolution (IDR) procedure.
Client can file a complaint to Blockchain Association only if he is not satisfied with Member’s decision or decision wasn’t made within 14 days.
2. Investigation Phase
The Blockchain Expert Committee (BEC) will investigate the grounds of the complaint and verify its validity within 5 business days.

Head of BEC will contact the client and the Member within 5 business days to obtain all necessary information and see if there is a chance to settle the complaint during investigation phase.
If no settlement opportunity during the Investigation phase, complaint will go to the Determination Phase and the BEC.
3. Determination Phase
Based on the documents and information that was collected during Determination Phase, the BEC will make a decision on the complaint.

If additional information is needed, BEC will request such information from the client or Member. Requested party must answer within 7 days.
4. Awards and Orders
BEC decisions are binding on Member firms. BEC decisions are binding on clients only if they accept them.

If complainant agrees with BEC’s decision, he’ll need to accept it within 14 days. If the Client does not respond to the BEC’s decision within 14 days the complaint is considered closed
Member must award the settlement within 28 days of when the decision was reached.
If the decision was in favor of the Member, the client must provide a release for the member within 7 days of when the decision was made and the complaint is considered closed