Complaints about Licensed Stablecoin Issuers

You may consider filing a complaint with the HKMA if the licensed stablecoin issuer has not properly addressed your complaint, or you suspect misconduct on the part of the licensee and/or staff. The HKMA accepts complaints in written forms, e.g. by post, email, or in person. Upon receipt of the complaint, the HKMA will send an acknowledgement to the complainant, conduct an assessment on the complaint and refer the case to the respective licensee as appropriate. The HKMA will inform you in writing of the outcome after completing the handling of the case.

Generally, the HKMA will not interfere with a licensed stablecoin issuer's commercial decision, adjudicate or intervene in a commercial dispute between a licensed stablecoin issuer and its customers, or order a licensed stablecoin issuer to pay compensation. By putting in place a complaint mechanism for licensed stablecoin issuers, the HKMA seeks to ensure that (i) licensed stablecoin issuers did take reasonable steps to handle the complaints they received, (ii) stablecoin users are fairly protected in accordance with the Stablecoins Ordinance, and (iii) matters of regulatory concerns, if any, will be followed up appropriately.

It is voluntary for complainants to provide their personal data except the name and contact details. This is primarily to facilitate the HKMA to conduct appropriate follow-up actions. Complainants have the right to request access to and correction of their personal data held by the HKMA.