Complaints and dispute resolution process

If you have a complaint about our services or a product, we want to hear from you. Please follow the steps below to file a complaint:

You can reach us at the following address:

• #1900, 215 – 9 Ave SW, Calgary, AB T2P 1K3

You can also contact us through the following channels:

• Toll-Free Phone: 1-833-727-Ndax (6329)
• Email: [email protected]

Note: For sensitive information, it is advisable to consider using a method other than email.

When contacting us, please provide the following information:

• What went wrong?
• When did it happen?
• What do you expect as a resolution? For example, a refund, an apology, or an account correction.

To help us resolve your complaint sooner, we encourage you to file your complaint as soon as possible. If we request additional information, please respond promptly. It is also important to keep copies of all relevant documents, such as letters, emails, and notes of conversations with us.

We will acknowledge your complaint in writing as soon as possible, typically within 5 business days of receiving it. In some cases, we may ask you for clarification or additional information to help us investigate and resolve your complaint.

Our goal is to provide our decision in writing within 90 days of receiving a complaint. The decision will include:

• A summary of the complaint
• The results of our investigation
• Our decision to offer a resolution or deny the complaint
• An explanation of our decision

If we are unable to provide our decision within 90 days, we will inform you of the delay, explain the reason for the delay, and provide you with a new date for our decision.

You have the right to seek legal advice or explore other ways of resolving your dispute at any time. It is important to be aware of the time limits for taking legal action, as delays could limit your options and legal rights in the future.

If you reside in Quebec, you may consider the free mediation service offered by the Autorité des Marchés Financiers.