1. Scope
NORVIX is operated by Paily Payment Systems Inc., registered with FINTRAC as a Money Services Business (No. M23824357) and with the Bank of Canada as a payment service provider under the Retail Payment Activities Act (RPAA). Maintaining and following a complaints procedure is a requirement of that registration.
A complaint is any expression of dissatisfaction about a service we provide, a payment we handled, a decision we took, a fee we charged, or the conduct of a member of our team. You do not need to use the word “complaint” for us to treat it as one.
This procedure covers the activities Paily Payment Systems Inc. performs itself. Where an account, an IBAN or a SEPA execution is provided through a licensed partner institution, we will still take your complaint, and we will tell you clearly if part of it has to be answered by that partner.
2. How to make a complaint
Use whichever route suits you. All three reach the same team and are handled the same way.
- Email — complaints@norvix.com. This is the fastest route and gives you a written record.
- In the app or dashboard — open Support and choose Make a complaint. Your account details are attached automatically.
- By post — Complaints, Paily Payment Systems Inc., 30 Wertheim Court, Unit 12, Suite 201, Richmond Hill, Ontario L4B 1B9, Canada.
You may complain in English or French. There is no charge for making a complaint, and making one never affects the service you receive. You may ask someone else to complain on your behalf; we will ask for your written authority before we discuss your account with them.
3. What we need from you
We can usually resolve a complaint faster when it arrives with the facts already in it. Where you can, please include:
- your name and the name of your business, and the account or customer reference;
- what happened, and when;
- the payment reference or transaction ID, if the complaint concerns a payment;
- any documents or screenshots that support what you are telling us;
- what you would like us to do to put it right;
- how you would prefer us to reply.
If something is missing, we will ask for it once, in a single message, rather than in a chain of separate questions.
4. Timelines
We acknowledge every complaint in writing within two business days of receiving it. The acknowledgement confirms what we understood your complaint to be, gives you a reference, and names the person handling it.
We provide our final response within [N] calendar days of receiving the complaint, the period set for payment service providers under the Retail Payment Activities Act. Most complaints are resolved well inside it. If we cannot resolve yours in time, we will write to you before that period is up, explain why, and give you a date by which you will have our answer.
If your complaint concerns a payment that has not arrived or has gone to the wrong place, tell us immediately. We treat those as urgent and work on them alongside this procedure rather than after it.
5. How we handle it
Your complaint is investigated by someone who was not involved in what you are complaining about. They review the account records, the transaction logs and any correspondence, and speak to the people involved.
We look at what happened, whether we followed our own rules and the rules that apply to us, and what the fair outcome is. If a partner institution holds part of the answer, we ask them and keep you informed while we wait. We will tell you if the investigation takes an unexpected turn rather than leaving you to chase us.
6. Our final response
Our final response is written, and it tells you plainly: what we found, whether we uphold your complaint in whole, in part, or not at all, the reasons for that decision, and what we will do to put it right where we got it wrong. Where redress is due, we explain what it is and when you will receive it.
The response also tells you how to escalate the matter if you disagree with it, and the time limits that apply to doing so.
7. If you are not satisfied
If our final response does not resolve the matter, or if that period passes without one, you can take the complaint further at no cost to you.
- Internal review — reply to our final response and ask for a senior review. A member of our compliance leadership who has not seen the file will look at it again and write to you within 15 business days.
- External review — you may refer the complaint to the ADR Chambers Banking Ombuds Office (ADRBO), an independent dispute-resolution body, at bankingombuds.ca. Their service is free to you and their process is independent of us.
- Privacy complaints — if your complaint is about how we handle your personal information, you may complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca.
- Payment supervision — the Bank of Canada supervises payment service providers under the Retail Payment Activities Act and can be told about a provider that does not follow its complaints obligations.
Using this procedure does not affect any legal right you have to take the matter to court.
8. Records and reporting
We keep a record of every complaint, what it concerned, how it was investigated, the outcome and the dates at each step. Records are retained for at least [N] years from the date the complaint is closed, and are available to the Bank of Canada on request.
We review complaints as a set, not only one at a time. Where the same problem appears more than once, we fix the cause rather than the individual case, and the review is reported to management at least once a quarter.