Correspondence
Write. That is the whole mechanism.
Every matter arrives at [email protected] and is read by the people who run the company. Nothing on these pages transmits what you type. A field that swallows a message unread would be a prop, and one that works quietly harvests a network address and a device signature nobody offered, so this site has neither.
Read this before you act on anything bearing our name
No wallet connection, signature, allowance approval, seed phrase, key, extension install or transfer of funds will ever be sought from you by this company. That undertaking is written into Part 13 of the terms of use, which makes it enforceable rather than reassuring. Nothing that asks for one of those things is us, however convincing it looks, and there is no support agent, giveaway, airdrop or recovery desk trading under our name.
Schedule of matters
Lead with the prefix. It routes the message.
A single inbox, sorted by what appears at the front of the subject. The prefix is not a ticketing system; it is how a small number of people triage a day's mail without losing the urgent items among the interesting ones.
| Matter | Prefix | Detail that shortens the answer | Period |
|---|---|---|---|
| A question about a folio on the shelf | Shelf | The folio number, and the question you would put to it | 5 business days |
| A view that may cross an undertaking | Boundary | Which of the four you believe is at risk, and why | 5 business days |
| Press, research or diligence | Anything legible | The proposition you need to confirm, and the date you need it by | 5 business days |
| An account trading under our name | Impersonation | A link, plus a screenshot where one exists | Same or next business day |
| Seeing what is held about you | Privacy request | Which correspondence, and roughly when it was sent | 30 days |
| Correcting what is held about you | Privacy request | The record as it stands, and the record as it ought to read | 30 days |
| Erasing what is held about you | Delete my data | The address the correspondence came from | 30 days |
| A privacy complaint | Privacy complaint | What took place, in order, and the remedy you would accept | Acknowledgement inside 5 business days, determination inside 30 days |
| A defect in the security of this site | Security | Reproduction steps, and whether anyone else has been told | Same or next business day |
| A copyright or trade mark claim | Legal | The work, the ground relied on, and a route back to you | 5 business days |
The periods
What each number obliges us to do.
Three periods appear in the schedule above. Each is a commitment about the content of the reply, not merely about its arrival.
Same or next business day
Reserved for impersonation and for security defects, because both decay. An impersonating account collects victims while it waits, and an unpatched defect is public the moment somebody else finds it. Neither waits in a queue behind an interesting question about a folio.
Five business days
An answer with content in it. Where the matter needs longer, that is said within the five days together with the date by which it will be resolved, so the silence is never left for you to interpret.
Thirty days
The statutory period for access and correction under Australian Privacy Principles 12 and 13, applied here to deletion as well. Whatever we do to satisfy ourselves that a request comes from the person it concerns happens within the thirty days rather than being added to them. Refusal, if it comes, arrives in writing with the ground identified and the route for challenging it set out.
Where a reply does not settle it
A privacy complaint escalates outside the company to the Australian Information Commissioner. Part 23 of the privacy policy carries the office's postal address, telephone number and website, together with the sequence the Commissioner expects a complainant to follow. An internal appeal is not offered, because at this size the people hearing it would be the people who answered you the first time.
Matters that are not about privacy
Something we have published that misleads can be reported to the Australian Competition and Consumer Commission at accc.gov.au. A concern that we have drifted over a financial services boundary belongs with the Australian Securities and Investments Commission at asic.gov.au. Neither route needs our permission, and we would rather a doubt were reported than left with somebody assuming it had already been raised.
Proportionality
What is never requested of a correspondent.
Identity documents are not requested. Neither is a photograph of a licence, a signature produced by a wallet, a screenshot of holdings, nor a statutory declaration. Where the only material held about a person is the correspondence they sent, the address it arrived from is the meaningful key, and demanding more would gather more personal information than the request itself is about.
That restraint is written down in clause 15.5 of the privacy policy so it survives a change of mood.
Channels
Everything we operate, and everything we do not.
The list is short by design. A channel that exists but goes unread is worse than one that was never opened, and every absence below is a place an impersonator could otherwise stand.
- Operated
- [email protected], and the pages served from this domain. Nothing else.
- Telephone
- None published. A line would ring into an empty room for most of a working day, and a number that goes unanswered misleads more than a blank does. Mention in writing that a call would help and one will be arranged
- Social and messaging
- No account anywhere, on any platform. Every profile bearing this name belongs to somebody else
- Postal
- Not published. A document is served at the registered office held for ACN 696 596 406 by the Australian Securities and Investments Commission, that being the address which carries the effect
- Your message
- Ordinary threads are held for 24 months; complaint and privacy files for 7 years. Writing here enrols you in nothing, because there is nothing to be enrolled in. Part 14 of the privacy policy gives the reason for each period
- Who reads it
- The people running AI WEB3 SERVICES PTY LTD. No outsourced desk, no assistant, no contractor holding a credential to this mailbox