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IOT Pay Complaint handling procedure

 Complaint handling procedure for the Code of Conduct for the Payment Card Industry in Canada

If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada, you may file a complaint through a variety of channels with IOT Pay:

• Our toll-free number: 1-888-252-9186
• By email: support@iotpay.ca
• By mail at:

                                    IOT Pay Technologies Inc.

                                   Attn: Customer Care

                                  214-5589 Byrne Rd., Burnaby BC V5J 5B9

Following receipt of your complaint, we will:

• Acknowledge receipt within five (5) business days.
• Provide our final decision in writing within twenty (20) days, including:
• A summary of the complaint.
• The final result of the investigation.
• Explanation of the final decision.
• Information on how to further escalate your complaint if the outcome is unsatisfactory.

If we cannot provide a response within 20 days, we will inform you of the delay, the reason, and the expected response time.

To assist in reviewing your complaint, please provide the following, if applicable:

• A summary of your concerns.
• Details such as the name of the person you spoke with at IOT Pay.
• Copies of any supporting documentation (as necessary).

If we do not resolve the complaint, the following agency may provide additional information and review. The agency may contact IOT Pay to facilitate their investigation and work toward a resolution.

Financial Consumer Agency of Canada (FCAC)

• Website: www.fcac-acfc.gc.ca
• Phone:
• For services in English: 1-866-461-FCAC (3222)
• Pour un service en français: 1-866-461-ACFC (2232)
• Email: info@fcac-acfc.gc.ca
• Mail:

                         Financial Consumer Agency of Canada

                         6th Floor, Enterprise Building

                          427 Laurier Ave. West

                         Ottawa, ON K1R 1B9

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