Complaints
How to complain, and what happens when you do.
How to complain
Call us on +1 (604) 449-9515 and say that you wish to make a complaint. You do not need to use any particular form of words.
It helps if you can tell us what happened, when, what you would like us to do about it, and how you would prefer us to reply.
What happens next
We will acknowledge your complaint, investigate it, and give you a written answer explaining what we found and what we are doing about it.
If we cannot resolve it quickly we will tell you who is handling it and when you can expect a substantive reply.
If you are not satisfied
If our answer does not resolve matters, tell us and we will escalate it internally.
Details of any external dispute resolution scheme available to you will be published on this page, together with our published response times, once our regulatory position allows us to name them accurately.