Effective Date: 11/01/2025
At Mega Money Transfer Inc. (“we,” “us,” or “our”), we are committed to providing you with quality service and resolving any disputes fairly and efficiently.
This Dispute Resolution Policy outlines the procedures for addressing complaints and resolving disputes related to our money transfer services.
1. Contacting Customer Support
If you have any questions, concerns, or complaints about our services, please contact our Customer Support team promptly:
Our team will make every effort to address your concerns quickly and provide you with clear information and assistance.
2. Filing a Formal Complaint
If your issue is not resolved through initial contact, you may file a formal complaint by submitting the following information:
- Your full name and contact details.
- Details of the transaction or service in question (e.g., transaction ID, date).
- A clear description of your complaint or issue.
- Any supporting documents or evidence.
Complaints can be submitted via email or mail to the contact details above.
3. Investigation Process
- Upon receipt of a formal complaint, we will acknowledge it within [X] business days.
- We will conduct a thorough investigation, which may include reviewing transaction records, communications, and third-party involvement.
- We may contact you for additional information to assist in resolving the complaint.
4. Resolution Timeframe
- We aim to resolve complaints within [X] business days from the date of acknowledgment.
- If resolution requires more time, we will keep you informed of progress and expected timelines.
5. Escalation and Mediation
- If you are dissatisfied with the resolution, you may request escalation to senior management for review.
- We encourage mediation or alternative dispute resolution methods to reach a mutually acceptable solution.
6. Legal Remedies
- While we strive to resolve disputes amicably, you retain the right to pursue legal action in accordance with the laws of Canada and applicable jurisdictions.
- Any legal proceedings shall be subject to the jurisdiction outlined in our Terms and Conditions.
7. No Retaliation
Mega Money Transfer prohibits retaliation against customers for filing complaints or disputes in good faith.
8. Updates to This Policy
- We may update this policy as needed to improve our complaint handling process.
- Updated policies will be posted on our website with the effective date.