Account Opening & Compliance Communication Policy

To maintain the highest standards of accuracy, confidentiality, and regulatory compliance, Al Etihad Gold FZCO follows a strict protocol for all account-opening and compliance-related inquiries. This policy is applied uniformly without exception, and all prospective clients are required to adhere to the established procedures.

1. Communication Channel

All account-opening inquiries must be sent exclusively via email to: compliance@aletihadgold.com. We do not provide account-opening information, supply-chain eligibility details, or compliance clarifications through phone calls. This protects prospective applicants’ confidentiality and prevents miscommunication or misinterpretation of compliance requirements.

2. Pre-qualification Requirement

Before we address any inquiry or proceed with account evaluation, applicants will be required to complete our Pre-qualification Questionnaire. This may include submitting supporting documents to allow us to assess initial eligibility in line with our KYC, CDD, and responsible sourcing obligations. At a minimum, potential applicants will be asked to provide a valid identification document, a copy of their Trade License, and key supply-chain details relevant to their business activities.

3. No Guarantee of Approval

Submission of the Prequalification Questionnaire and relevant documents does not guarantee:

• acceptance as a customer
• approval of the account
• continuation to the next stage of review
• entitlement to open a trading or refining account

Al Etihad Gold FZCO reserves the right to decline or discontinue discussions if the applicant does not meet our eligibility requirements, risk appetite, or due-diligence standards.

4. Data Privacy & Confidentiality

All information and documents submitted during prequalification will be handled in accordance with:

• UAE Federal Data Protection Law (PDPL)
• applicable AML/CFT, KYC, and responsible sourcing requirements
• our internal Data Privacy & Confidentiality Policy

We do not disclose applicant information to unauthorized third parties. Data is used solely for eligibility assessment and regulatory compliance.

5. Zero-Tolerance Policy on Harassment and Abuse

Al Etihad Gold FZCO maintains a zero-tolerance policy toward any form of harassment, aggressive behavior, or abusive communication directed at our employees, including reception, compliance staff, and other team members.

Any applicant or caller who engages in:

• verbal harassment or intimidation
• aggressive or threatening behavior
• repeated disruptive phone calls
• attempts to pressure staff for compliance decisions
• coercive requests for information outside approved channels

will not be accommodated, and the company reserves the right to immediately discontinue communication and decline the account-opening request, regardless of documentation submitted. This policy protects the safety, dignity, and well-being of our employees and ensures that all compliance evaluations are conducted in a secure and professional environment.