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Complaints Handling

Last updated: 9 September 2026

4.1 Our Commitment

NEMOPAY GLOBAL CORP. is committed to handling complaints fairly, consistently and promptly. As a payment service provider registered under Canada’s Retail Payment Activities Act (“RPAA”) and a Money Services Business registered with FINTRAC, NEMOPAY maintains a complaints procedure that is consistent with the requirements of the RPAA, the Bank of Canada’s supervisory expectations for registered payment service providers, and applicable FINTRAC compliance guidelines.

4.2 What Is a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, regarding NEMOPAY’s services, products, processes, communications or decisions, where a response or resolution is expected from NEMOPAY.

A complaint is different from a routine enquiry, a request for information, a general question about services, or feedback that does not seek a resolution. If you are unsure whether your matter is a complaint, contact NEMOPAY and we will assist you.

4.3 How to Submit a Complaint

Complaints should be submitted in writing and include:

  • Your full name and contact details.
  • Your account or customer reference number, if applicable.
  • A clear description of the issue, including relevant dates and the nature of the problem.
  • Any relevant transaction reference numbers.
  • Copies of supporting documents, if available and relevant.
  • The outcome you are seeking.

Complaints email: support@nemopayglobal.com Complaints by post: Complaints Officer, NEMOPAY GLOBAL CORP., 1100 W 73rd Ave, Vancouver, BC V6P 6G5, Canada

You may also submit a complaint verbally by contacting us using the details on our Contact page. A verbal complaint may be followed up in writing to ensure a clear record is maintained.

4.4 Acknowledgement

NEMOPAY will acknowledge receipt of your complaint within five (5) business days of receiving it. The acknowledgement will:

  • Confirm that the complaint has been received and is being reviewed.
  • Identify the person or team responsible for handling the complaint.
  • Provide an estimated timeframe for a substantive response.
  • Request any additional information needed to investigate the matter.

4.5 Investigation and Response

NEMOPAY will investigate your complaint promptly, fairly and consistently. The investigation will involve:

  • Review of relevant account records, transaction records and communications.
  • Consultation with relevant internal teams where appropriate.
  • Engagement with relevant third-party providers where the complaint relates to services involving external parties.

NEMOPAY will provide a substantive written response within thirty (30) calendar days of receiving the complaint. If additional time is required due to the complexity of the matter or the need for information from a third party, NEMOPAY will notify you within the 30-day period and advise of the extended timeframe, which will not exceed sixty (60) calendar days from receipt of the complaint in ordinary circumstances.

The substantive response will explain NEMOPAY’s findings, the decision reached, any action taken or to be taken, and, where the complaint is upheld, any remedy or corrective action offered.

4.6 AML/CTF, Sanctions and Compliance Matters

Where a complaint relates to a transaction that has been delayed, held, rejected or refused in connection with AML/CTF controls, sanctions screening, fraud prevention or a regulatory reporting obligation, NEMOPAY may be unable to disclose specific information about the compliance action taken, as disclosure may be prohibited by applicable law.

In such cases, NEMOPAY will acknowledge the complaint and confirm that relevant legal and regulatory considerations apply, without disclosing information that could compromise a compliance investigation or regulatory report.

4.7 Records and Improvement

NEMOPAY maintains records of all complaints received, the outcome of investigations, actions taken and lessons learned. Complaint trends are reviewed periodically as part of NEMOPAY’s compliance and operational risk management process. This allows NEMOPAY to identify and address systemic issues and improve its services.

4.8 External Escalation

If you are not satisfied with NEMOPAY’s response to your complaint, you may raise relevant concerns with the applicable Canadian regulator or external body:

  • Bank of Canada: The Bank of Canada supervises NEMOPAY’s compliance with the Retail Payment Activities Act as its registered PSP regulator. The Bank of Canada does not resolve individual customer disputes, reverse transactions or award compensation. Customers who wish to report systemic concerns about a PSP’s compliance with the RPAA may contact the Bank of Canada at www.bankofcanada.ca. For individual service disputes, customers should use NEMOPAY’s Complaints Handling Procedure.
  • FINTRAC: FINTRAC regulates MSB compliance programs but does not adjudicate individual customer disputes, reverse transactions or award compensation. Contact: www.fintrac-canafe.gc.ca
  • Office of the Privacy Commissioner of Canada: For privacy-related concerns. Contact: www.priv.gc.ca

Customers are encouraged to seek independent legal advice where appropriate.

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