Complaint Handling Procedure
We take all feedback seriously and are committed to resolving complaints promptly and fairly. If you have a concern, we encourage you to reach out through one of the following channels:
How to Submit a Complaint
You can file a complaint using any of the following methods:
Email: info@alphapay.com
Toll-Free Phone: 1-855-937-7888
Mail: AlphaPay #301-13888 Wireless Way, Richmond, BC, V6V 0A3
What to Include in Your Complaint
To help us process your concern efficiently, please provide as much of the following information as possible:
- A brief summary of your concern
- Date and time of the issue
- Communication method used (phone, email, in-person, etc.)
- For payment-related issues: amount, transaction details
- Names of AlphaPay representatives or third parties involved
- Copies of relevant documentation (e.g., agreements, statements, correspondence)
Our Process
Once we receive your complaint:
- You will receive confirmation within five (5) business days.
- Our Compliance Department will review your complaint and any supporting documentation.
- A final written decision will be issued within twenty (20) business days, including:
- Summary of the complaint
- Findings of our investigation
- Final decision and rationale
- Next steps if you’re unsatisfied with the outcome
If we’re unable to provide a resolution within 20 business days, we’ll notify you with the reason for the delay and a revised timeline.
Investigation and Accountability
Our Compliance Department ensures every complaint is handled thoroughly by:
- Reviewing all merchant-provided materials
- Coordinating with internal departments (Support, Operations, Finance)
- Determining if the concern relates to obligations under the Code of Conduct for the Credit and Debit Card Industry in Canada
Where necessary, AlphaPay will work with third-party service providers or escalate issues to the relevant Payment Card Network Operator (PCNO).
Escalation Options
If you are not satisfied with our final response, you may escalate the issue to the Financial Consumer Agency of Canada (FCAC):
Phone: 1-866-461-3222
Email: info@fcac-acfc.gc.ca
Mail: FCAC, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9
Please note: FCAC does not resolve individual disputes but investigates potential violations of the Code.
Ongoing Commitment
AlphaPay shares accountability for complaint resolution with all involved parties. We:
- Accept responsibility for complaints from merchants with whom we have a direct agreement
- Coordinate with third-party providers to resolve issues
- Fully cooperate with PCNOs and the FCAC in complaint oversight
We report all Code-related complaints to each PCNO every six months. If no complaints are received, a NIL report will be filed.