Complaints and Dispute Resolution

E-xact Transactions (Canada) Ltd. is committed to resolving complaints promptly and fairly. If you are dissatisfied with any aspect of our service, you may submit a complaint using the process below.

How to Submit a Complaint

All complaints should be submitted by email to support@e-xact.com and include your name, contact information, a description of the issue, and any relevant reference numbers or documentation.

What to Expect

We will acknowledge your complaint within 5 business days of receipt. A full review will be conducted and a written response provided within 30 calendar days. If additional time is required, we will notify you of the expected timeline.

Escalation

If you are not satisfied with the outcome, you may request that your complaint be escalated to the Group Head of IT Security for senior review by emailing support@e-xact.com with the subject line "Complaint Escalation."

For complaints specifically related to the handling of your personal information, please refer to our Privacy Policy, which includes the right to file a complaint with the Office of the Privacy Commissioner of Canada at www.priv.gc.ca.