Complaint and Dispute Resolution

What to do if you have a complaint?

If you have a complaint about our services or a product, contact us at:  

Ndax Canada Inc. 
#1900, 215 – 9 Ave SW, Calgary, AB T2P 1K3 
Toll Free: 1-833-727-Ndax (6329) 
E-mail: [email protected]  

You may want to consider using a method other than email for sensitive information.

Tell us:

• What went wrong
• When it happened
• What you expect, for example, money back, an apology, account correction

To help us resolve your complaint sooner, please make your complaint as soon as possible. Reply promptly if we ask you for more information. Keep copies of all relevant documents, such as letters, emails and notes of conversations with us.

We will acknowledge your complaint

We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint. We may ask you to provide clarification or more information to help us resolve your complaint.

We will provide our decision

We normally provide our decision in writing, within 90 days of receiving a complaint. It will include:

• A summary of the complaint;
• The results of our investigation;
• Our decision to make an offer to resolve the complaint or deny it; and  
• An explanation of our decision.

If our decision is delayed

If we cannot provide you with our decision within 90 days, we will:

• Inform you of the delay;
• Explain why our decision is delayed; and
• Give you a new date for our decision.

A word about legal advice

You always have the right to go to a lawyer or seek other ways of resolving your dispute at any time. A lawyer can advise you of your options. There are time limits for taking legal action. Delays could limit your options and legal rights later on.