OEX Canada Complaint Handling Procedure
OEX Canada Limited (“OEX Canada”, “we”, “us”) is committed to handling complaints fairly, promptly and transparently. This procedure explains how you can raise your concern about our services and what you can expect from us. We will consider applicable Canadian law and our contractual obligations when investigating each matter. Our service timelines below are our commitments under this procedure; they are not presented as deadlines imposed by any regulatory authority.
1 What is a complaint
A complaint is an expression of dissatisfaction about OEX Canada or services offered or arranged by it. This may concern:
- Onboarding, account access or customer support.
- The processing, conversion, transfer, delay or settlement of a fiat currency or virtual currency transaction.
- Fees, exchange rates, payment status, refunds, reserves or funds awaiting settlement.
- The conduct of our personnel or service providers.
- Our handling of personal information, or any other aspect of your dealings with us.
You do not need to use the word “complaint”. A chargeback or suspected fraud report may also be handled under a separate applicable process.
2 How to submit a complaint
You can contact us through the following channel:
- Email: support@oex.com.
- Postal mail: OEX Canada Limited, Attention: Complaints, 111 2nd Avenue S, Unit 400, Saskatoon, SK S7K 1K6, Canada.
For a privacy concern, you may also contact us at support@oex.com. If you raise a concern verbally, we will record it and may confirm our understanding in writing. There is no charge to complain. Please do not send passwords, private keys or full payment credentials by ordinary email.
3 Information to include
To help us investigate, please provide your name and contact details, an account or transaction reference if available, a description of the issue, relevant dates and amounts, any supporting documents and the outcome you are seeking. You may have an authorised representative complain for you. We may ask for proof of authority or identity before sharing protected information. We will log your complaint even if you cannot provide every item at the outset.
4 Our complaint handling process
Step 1 Acknowledgment
We aim to acknowledge your complaint within two business days after we first receive it. We will give you a reference number, identify the person or team handling the matter, and explain when to expect a response. “Business day” means a day other than a Saturday, Sunday or public holiday in Ontario.
Step 2 Investigation
We will review relevant account, payment and settlement records, applicable terms, information from any relevant service provider and anything you provide. We may contact you for clarification. We will assess the matter fairly and, where appropriate, have a person who was not responsible for the original decision review it. We will inform you if an urgent security, funds or privacy issue requires separate action.
Step 3 Resolution and updates
We aim to provide a substantive written response within 15 business days after first receiving your complaint. If we need longer, we will write to you before that target date with the reason, the work still outstanding and a revised expected response date, and will keep you updated. We aim to issue a final response within 35 business days. If exceptional circumstances prevent that, we will explain the delay and proposed timetable in writing. An agreed extension does not limit any right you have under applicable law or a payment network rule.
Step 4 Final response
Our final response will summarise your concern, explain the findings and decision, set out the reasons and any remedy or corrective action with an expected completion date, and tell you how to request further review. Where law prevents disclosure of particular security or anti money laundering information, we may be unable to provide all details.
5 Further review and external options
If you are dissatisfied with our final response, or if we fail to respond, you may raise your concern with the following external bodies. The Bank of Canada and FINTRAC do not resolve individual contractual disputes or recover funds for clients.
FINTRAC
You may provide FINTRAC with information about a possible breach of Canadian anti money laundering requirements. FINTRAC does not decide individual contractual disputes or obtain refunds for customers. Website: https://fintrac-canafe.canada.ca/contact-contactez/1-eng.
Privacy and consumer protection
For privacy concerns within its jurisdiction, you may contact the Office of the Privacy Commissioner of Canada at https://www.priv.gc.ca/en/report-a-concern/ or, where applicable, a provincial privacy authority. For other unresolved consumer matters, the consumer protection authority for the relevant province or territory may be able to advise you on available options. If a payment card transaction or merchant arrangement is involved, the applicable acquirer or card network may also provide a separate dispute route; we will identify that route where it applies.
6 Mediation
We may agree with you to use voluntary mediation to seek a resolution. It is not a prerequisite to contacting a regulator or exercising any mandatory legal right.
7 Complaint records
We maintain records of complaints, investigations, responses and remedies securely and use them to improve our services. Our internal retention standard is at least seven years after closure, unless a longer period applies under law, a legal hold or an applicable agreement. For information about how we handle personal information, please see our Privacy Policy.
8 No retaliation and accessibility
We will not retaliate against you for raising a complaint in good faith. A complaint will not by itself affect access to our services. We may still take action required by law, security controls, our agreements or risk management obligations. If you need an accessible format or another reasonable accommodation to submit or follow up on a complaint, please contact us through any channel in section 2.
9 Contact
For questions about this Complaint Handling Procedure, please contact us through the provided contact information below.
Email: support@oex.com
Postal address:
111 2nd Avenue S, Unit 400
Saskatoon, SK S7K 1K6
Canada