Complaint Handling Policy
At TETO Bank Inc. (“Teto”), incorporated in Canada, British Columbia province, Reg. Nr. BC1406818 and registered with the Financial Transactions and Reports Analysis Centre (“FINTRAC”) in Canada as Money Service Business, our goal is to provide you with fast, efficient, and friendly services that meet your needs and leave you satisfied. We value your feedback, including complaints, and take them seriously. Our commitment is to address any concerns you may have promptly and effectively.
Teto maintains effective and transparent procedures for the prompt, fair and consistent handling of complaints received from clients. Teto has a properly developed complainthandling internal process.
1. What is a complaint?
1.1. ‘Complaint’ means a statement of dissatisfaction addressed to Teto by one of its customers relating to the provision of one or more services, or some other request related to customers’ complaints, refund, violation of contract terms, contract cancellation etc.
2. How to initiate a formal complaint?
2.1. Before you start complaint, please collect all the facts, other documentation related to your complaint. We advise you to keep your complaint information in a file. This file should include:
• ordered services;
• order forms;
• letters, emails, texts and other correspondence;
• a list of Teto representatives with whom you spoke during services provided, and key points discussed;
• any other information you consider important to your case.
2.2. If you have any complaints about our services, please reach out to us via support team at [email protected] .
2.3. We encourage you to raise any issues or complaints with a member of our staff as soon as possible. When filing a complaint, please provide a clear and detailed explanation of the nature of your problem.
2.4. Below please find below an example for filing complaints. Please note that complaints could be in a free format, and are filed and handled free of charge.
Sample complaint letter
Your address) or (Your email address, other communication contact, if any)
(Date)
(Name of contact person)
(Title, if available)
Dear Sirs:
Re: (user ID number/transaction details/reference number etc.):
On (date), I (ordered, initiated, etc.) a (type of the services, transaction details, etc.) via [Teto Platform].
Unfortunately, your service has not been provided well (or the service was inadequate, or transaction was not performed (performed incorrectly)). I am disappointed because (explain the problem).
I look forward to your reply and to you resolving my problem, and will wait until (set a time limit: usually 10 working days is sufficient for simple complaints)
Sincerely,
(Your name)
Enclosure(s) – Any copies of your records
3. Three keys to effective complaint resolution
3.1. Clearly, concisely and factually explain the problem:
• The service received was not the one you ordered;
• The services you received were defective;
• The services are not provided as advertised;
3.2. We emphasize desire to solve the problem and we hope to stay in a positive relationship:
• You are a repeat customer and you have been satisfied with the service until now. You would like to resolve this issue so that the relationship can continue;
• You are a new customer and you don’t feel this is a good way to start a relationship that could be a long-term, positive one for you and the business;
3.3. Be ready to receive our proposed solutions that will resolve your complaint;
• We are a reputable business willing listen to a customer and proposing a reasonable solution to resolve it;
• We set a reasonable deadline for the business to respond to your complaint, request.
4. Conditions for admissibility of complains
4.1. The complainant should provide valid identification details to verify their identity and eligibility to file a complaint;
4.2. Complaint should be submitted within a reasonable timeframe from the occurrence of the incident giving rise to the complaint;
4.3. The complaint must contain all relevant details, including a clear description of the issue, supporting evidence;
4.4. Complaints must not contain any abusive language;
4.5. Complaints must be submitted in English being a language used by Teto to market its services or communicate with clients. But if you provide in another language, we accept it, but answer in English.
Teto acknowledges a receipt of a complaint and informs the complainant about whether the complaint is admissible within 1 day after its receipt.
Where a complaint does not fulfill the conditions of admissibility, we will ask to update the complaint or provide more details.
5. Acknowledgement of a complaint receipt
5.1. The acknowledgment of receipt of a complaint, which you receive, could contain all of the following:
• the identity and contact details, including email address and/or telephone number, of the Support Team to which, complainants can address any query related to the complaint;
• a reference to the timeline applicable to complaint handling, including for acknowledging receipt of the complaint, requesting additional information, investigating a complaint and providing a response.
6. What is the timeframe for resolving a complaint?
6.1. At Teto, we understand the importance of promptly resolving any complaints you may have. For simpler issues, our team members will work to address them immediately. However, for more complex issues, we have a formal complaints procedure in place. We will document all the details of your complaint and arrange for you to be contacted by a member of our team who is best equipped to handle your specific issue.
6.2. Our goal is to send you a final response to your complaint within 10 days of receiving it, except for cases where additional time is needed for appropriate checks. We value your time and will work diligently to resolve your complaint as quickly and efficiently as possible, while ensuring we thoroughly investigate your concerns.
6.3. We communicate our decision on a complaint to you as soon as possible, within the timeline set forth in an acknowledgment of receipt of a complaint.
6.4. Where, in exceptional situations, the decision on a complaint cannot be provided within the timeline referred to above, we will inform you about the reasons for that delay and specify the date of the decision.
7. What is our process for addressing and resolving complaints?
7.1. Our support team members have got proper skills, knowledge and expertise necessary for the professional complaints handling.
7.2. At our corporation, we are committed to efficiently processing and resolving all customer complaints. Our team members prioritize addressing complaints in a timely and equitable manner while maintaining integrity and objectivity.
7.3. When you initiate the formal complaint process, we will send you a written acknowledgement that includes a reference number for your complaint and the name of the staff member who will handle your case.
7.4. If we are able to provide a final response immediately or within one day, we will do so. However, if we require additional information or more time to investigate the issue, we will request that you provide us with any necessary information and explain the reason for the delay. We will then provide you with an estimated timeframe for when we expect to reach a final decision. Our ultimate goal is to provide a satisfactory resolution to your complaint.
8. Further escalation
8.1. If you are not satisfied with the response to your complaint, you have the option to escalate it further by contacting us through the same email address, communication channels provided earlier and requesting for escalation. Our team is committed to ensuring that all customer complaints are addressed appropriately to the higher level in Teto where the same rules of clause 6 apply.
8.2. We draw your attention to the fact that FINTRAC (supervisory regulator) cannot assist consumers conducting transactions with money services businesses, nor help customers access or recover funds. If you are not satisfied with the answer within the escalation process as set forth in clause 8.1 above, you could contact proper entities in the appropriate province:
• Consumer Affairs offices – https://isedisde.canada.ca/site/office-consumeraffairs/en/federalprovincial-and-territorial-consumer-affairs-offices;
• Better Business Bureaus – https://isedisde.canada.ca/site/officeconsumeraffairs/en/information-consumer-interest-groups/betterbusiness-bureaus.
9. Abusive language
9.1. We place great importance on establishing respectful communication with our customers and expect the same level of courtesy in return. Our support team is trained to assist our customers in a manner that is both courteous and professional, refraining from engaging in any form of abusive or disrespectful behavior. We strongly encourage customers to express their concerns in a calm and friendly manner, thereby enabling us to provide them with the best possible assistance.
9.2. We urge customers of our services to engage in polite and constructive communication, treating others with kindness and courtesy. We strictly prohibit the use of any abusive or offensive language directed towards our staff, other customers, or Teto. This includes, but is not limited to, the use of profanity, derogatory language, harassment, threats, or personal attacks.
9.3. In the event that abusive language is used during a complaint process, we reserve the right to discontinue the conversation and may restrict the access to our services. We may take the following measures:
• For the first instance within a one-month period, access to our services and/or communication with our support team could be restricted for a period of 24 hours;
• For subsequent instances within a one-month period, access to our services and/or communication with our support team could be restricted for a longer term determined by us, or even relations termination.
9.4. If you come across any instances of abusive language or behavior while using our services, please promptly notify us. We will conduct a thorough investigation and take appropriate action.
9.5. We are fully committed to creating a safe and welcoming environment for all customers, and we treat reports of abusive behavior with utmost seriousness. If you ever feel intimidated or uncomfortable, please do not hesitate to reach out to our support team.
