National Storage REIT : Client Complaints Handling Procedure (NSFSL Client Complaints Handling Procedure as of 12 August 2025)

National Storage Financial Services Limited Client Complaints Handling Procedure

Adopted: 24 July 2019

Reviewed: 12 August 2025

Contents

1. Introduction 3
2. Key Principles for Complaints Handling 3
3. Definitions 4
4. National Storage's commitment 5
5. Resources and skills 5

   1. Complaints Handling Manager 5

   2. Employee training and selection 5

6. Client access to the Complaints Handling Procedure 6
7. The Complaints Handling Procedure 6

   1. Receipt of Complaint 6

   2. Tracking of Complaint 6

   3. Dealing with a Complaint 6

   4. Acknowledgement of Complaint 8

   5. Initial assessment of Complaint 8

   6. Investigation of Complaint 8

   7. Communicating the decision 9

   8. Closing the Complaint 9

8. External Dispute Resolution 9
9. Recording and analysing complaints 10

   1. Recording complaints and responses 10

   2. Storage of Information 10

   3. Disclosure of Information 11

10. Maintenance and Improvement of procedures 11

    1. Monitoring 11

11. Procedure Owner, Review and Version Control 11

1. Introduction

   1. National Storage Financial Services Limited (ACN 600 787 246), as responsible entity for the National Storage Property Trust (ARSN 101 227 712) (AFSL No. 475228) (National Storage), recognises the importance of both retail and wholesale investors (Client) satisfaction to the success of its business. A well-structured Complaints Handling Procedure can enhance Client satisfaction. National Storage recognises that an effective Complaints Handling Procedure is an essential part of its compliance framework. National Storage is committed to handling all Complaints in a fair, efficient, and effective manner. It is also committed to resolving all complaints in a positive, timely manner.

   2. To adhere to its compliance framework and ensure that all Complaints are appropriately monitored, analysed,and resolved, National Storage has developed this Client Complaints Handling Procedure (Complaints Handling Procedure or Procedure).

2. Key Principles for Complaints Handling

   National Storage strives to ensure that due care and utmost diligence is applied in the design of its products and the provision of services to its Clients. National Storage recognises that complaints do arise. Moreover, complaints provide both improvement opportunities and insights into Client expectations.

   The principles that National Storage will abide by when handling a complaint are as follows:

   1. National Storage is committed to the efficient and fair resolution of complaints (in this context, 'fairness' means fairness to both the complainant and the person complained about).

   2. National Storage is committed to ensuring its complaints handling process is adequately resourced.

   3. National Storage appoints a designated Complaints Handling Manager who will have responsibility for logging complaints in the Complaints Register and for managing and resolving complaints.

   4. Clients are informed of our Complaints Handling Procedure which is made available to them.

   5. National Storage employees are required to follow this Procedure and will take reasonable steps to ensure employees comply with this Procedure.

   6. National Storage aims to deal with complaints quickly and courteously.

   7. The Complaints Handling Manager, in consultation with the National Storage MD, has the capacity to determine and implement remedies to complaints/disputes. However, where the resolution of a

      complaint/dispute has financial implications, the Complaints Handling Manager will consult and seek approval from the National Storage MD and CFO.

   8. Complaints data is collected and recorded in a Complaints Register which sets out all the required information to be collected in relation to a complaint.

   9. Complaints are reviewed by the Compliance Officer on a quarterly basis and are reported to the Board so that systemic or recurring problems are identified and rectified.

   10. Any queries about this Procedure should be directed to the Compliance Officer and/or Company Secretary.

   This Procedure is to be read in conjunction with the National Storage Privacy Policy, which also refers to complaints handling procedures regarding privacy matters and data breach incident reporting.

3. Definitions

   AFCA	Australian Financial Complaints Authority
   CFO	Chief Financial Officer
   Complaint	National Storage defines a complaint as: "any expression of dissatisfaction made to National Storage, related to its financial services, business (ie. financial services or financial products provided by National Storage) or the complaints handling process itself, where a response of resolution is explicitly or implicitly expected. Complaints may be oral or in writing." A complaint differs to an "enquiry" which tends to be a request for information about a product or service provided by National Storage. An enquiry is a factual request and does not reflect dissatisfaction. Where there is any doubt whether a communication received either verbally or in writing constitutes a complaint, the matter must be reported to the Compliance Officer, who will make further investigations and determine whether it is a complaint or otherwise. Regardless of the nature of the Client's complaint, there should be a positive and respectful attitude and a commitment to having the complaint resolved as soon as practicable.
   MD	Managing Director

4. National Storage's commitment

   1. National Storage is committed to handling all Complaints in a fair, efficient, and effective manner. The Complaints Handling Procedure has the support of all personnel including senior management.

   2. National Storage is required to acknowledge receipt of a Complaint within 24 hours (or one business day) of receiving it, or as soon as practicable. For this reason, all Complaints, whether written or verbal must be communicated to the Complaints Handling Manager immediately, or as soon as practicable, on receipt of a Complaint.

   3. National Storage aims to resolve Complaints within 21 days.

   4. In the circumstances set out in section 7.3 below (and as required by ASIC Regulatory Guide 271 (RG 271)), National Storage will communicate the following items to a complainant as soon as practicable, and by no later than 30 days, after National Storage received their Complaint:

      1. the final outcome of the Complaint (either confirmation of actions taken by National Storage to fully resolve the Complaint or reasons for rejection or partial rejection of the Complaint);

      2. the complainant's right to take their Complaint to AFCA if they are not satisfied with the final outcome; and

      3. the contact details for AFCA,

   (an internal dispute resolution response (IDR Response)).

   NB: The 30-day timeframe to provide a final response does not recommence where new information is provided in respect of the Complaint.

5. Resources and skills
   1. Complaints Handling Manager

      National Storage will ensure that a suitable officer of the company is appointed as the Complaints Handling Manager. The Complaints Handling Manager is currently the Company Secretary.

   2. Employee training and selection

The Legal and Governance Department shall, having regard to the requirements of this Procedure, select the necessary staff or external representatives (where appropriate) to administer this Procedure and assist the Complaints Handling Manager.

The employees, where selected, shall undergo such training as is necessary to discharge the specific duties assigned to them relating to complaints handling.