At Synterra Connect, we’re committed to addressing your concerns promptly and effectively. 

To submit a complaint, please follow the simple guidelines below.

Resolving issues before a formal complaint

Before submitting a formal complaint, we encourage you to explore the following options:

• Contact our customer support: Many issues can be resolved quickly by contacting our
  support team through the contact methods available in your region.
• Check your account for updates, notifications, or self-service options that may help resolve
  the issue.

If the issue remains unresolved, you can submit a formal complaint as outlined below.

Steps to submit a complaint

To submit a complaint, contact us at support@synterrainnovations.ca. When reaching out, please provide all relevant details, including your name, contact details, and account information, a clear description of the issue you are experiencing, and any documents or supporting evidence you find relevant. 

Once we receive your complaint, we'll acknowledge its receipt within 5 business days. Our team will review it thoroughly and aim to respond within 30 business days. If we are unable to resolve the issue within 30 business days, we will notify you of the delay and provide a new resolution date, which will not exceed 90 business days.

What if I’m not happy with the outcome?

If you are dissatisfied with our response or the matter remains unresolved, you may escalate it to the appropriate Canadian authority depending on the nature of your concern:

• Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) - for complaints linked to AML or CTF compliance or our reporting obligations.
• Office of the Privacy Commissioner of Canada (OPC) - for complaints involving privacy or personal data.

For other service-related concerns, you can continue to communicate directly with our support team. We will make every effort to resolve the matter fairly and transparently.