Complaint Management Policy

Preamble

Complaints or claims regarding the provision of payment services by Montowire customers refer to any negative experiences of customers who have used Montowire’s services. Claims indicate a customer’s dissatisfaction with the execution procedures or interactions with Montowire employees, or general issues that are not covered by the contract between the customer and Montowire. On the other hand, complaints refer to instances where the client identifies violations of the terms specified in the contract between the client and Montowire.

The complaint handling procedure outlines the requirements, steps, and timeline for resolving complaints, as well as information about contact points and responsible individuals involved in processing complaints or claims at Montowire. This procedure is a publicly available document, accessible at Montowire’s office (in printed form) and on their website (in electronic form) at https://montowire.ca/.

The complaint handling procedure became effective on May 22, 2023.

Details of Receiving Complaints and Managing Them

To file a complaint or claim, the client needs to complete and submit a form available on Montowire’s website. The form requires the following information:

  • E-mail
  • Name
  • Subject
  • Message
  • Phone number

If the form is incomplete and lacks necessary information, the company has the right to request the missing data from the client within 15 calendar days.

Clients can submit their complaints or claims through any of the contact points specified in this procedure.

Contact Points

The initial contact points for lodging complaints and further communication are as follows:

  • Address: 23 Rivercove DR , Etobicoke ON M9B 4Y8, CANADA
  • Contact Email: support@montowire.ca
  • Days and Hours: Complaints are accepted continuously.
  • Contact Phone: +1 437 886 2705

If the client is not satisfied with management, solution or as a result of his complaint / claim, the claim may be addressed to the competent administrative authority (alternative dispute resolution). This administrative body is:

The Financial Transactions and Reports Analysis Centre of Canada (FINTRAC)

http://www.fintrac-canafe.gc.ca/contact-contactez/1-eng

Financial Consumer Agency of Canada

Website: http://www.fcac-acfc.gc.ca

Phone:
For services in English: 1-866-461-FCAC (3222)
For services in French: 1-866-461-ACFC (2232)

For calls from the Ottawa area or from outside Canada: 613-996-5454

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Fax: 1-866-814-2224 / 613-941-1436

Mailing Address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa ON K1R 1B9

Procedures for Dealing with Complaints/Claims

Upon receiving the complaint/claim form through the designated contact point, the authorized person of the company will inform the client within 24 hours by providing the following information:

  1. Registration number assigned to the complaint or claim.
  2. The responsible person assigned to handle the complaint or claim.
  3. The deadline for processing and resolving the complaint or claim.
  4. Contact points for further communication and exchanging relevant information regarding the complaint/claim.

In order to address the complaint/claim effectively, the designated contact person or another authorized employee may request documentation from the client, including but not limited to personal documents and business contracts. If the client fails to provide sufficient documentation within a reasonable timeframe or if there are doubts about the authenticity of the documents provided, the company may request additional information.

The costs associated with processing the complaints/claims will be covered by the company.

Deadlines for Processing Complaints/Claims

The company is committed to providing a response to the client’s complaints or claims regarding the provision of payment services within 15 working days from the date of receiving such complaint or claim. The response will be communicated via email to the customer’s registered email address. Upon the client’s request, the company can also provide a written response on official letterhead, bearing the signature and seal of the head.

In situations where circumstances beyond the company’s control prevent it from responding to the complaint or claim within 15 working days from the date of receipt, or if the nature of the complaint or claim requires further investigation and clarification, the company will notify the client of these circumstances within 15 working days and provide a response no later than 30 working days from the date of receiving the complaint or claim.

If the company encounters obstacles in responding to a complaint or claim within the initial 15 working day period, the responsible employee will notify the client, explaining the reason for the delay and setting realistic deadlines for processing the complaint/claim. Throughout the complaint/claim resolution process, the responsible person will maintain communication with the client, addressing any inquiries or requests for additional information related to the complaint or claim.

Rejection of Complaints

Montowire is authorized to reject a complaint in the following cases:

  1. The complaint does not contain all the necessary information required for the identification and investigation of complaints, and the client fails to provide the requested supplementary information within the given period of 15 calendar days.
  2. The fault or issue raised in the complaint is not substantiated by any documented or reliable evidence.
  3. The subject matter of the dispute is already resolved through legal proceedings or by a Financial Arbiter.

The company will prepare a response to the complaint within the timeframe clearly stating the reason for refusing to proceed with the complaint.

Detection of Fraud or Technical Problems

If the client detects any instances of fraud or encounters technical problems during the provision of payment services, they are requested to report these issues to the helpline or directly to the company’s employees or authorized representatives they are in contact with.

The procedure for addressing the identified fraud or technical glitches will be communicated to the client through the same channels used for resolving complaints or claims.

If the client discovers any instances of fraud or encounters technical problems while using the payment services, they can report these problems to the support line or directly to the company’s management or authorized representatives they are in contact with.

The client will be informed of the outcome of the resolution of the detected fraud or technical failures using the same methods employed for resolving complaints or claims.