Complaints

Start on the case

The fastest route is the Support section of the case itself: the person who picks it up can see the whole record. We answer within one business day.

If that doesn't resolve it

Ask for the complaint to be escalated, or write to the contact address on our contact page with "Complaint" in the subject and the tracking number.

We acknowledge within one business day, look into it with the people involved, and give you an answer within 10 business days. If it needs longer, we tell you why and when to expect the answer.

Our answer sets out what we found, what we are doing about it, and what it means for your invoice.

Privacy and accessibility complaints

Privacy complaints go to our privacy officer, and you may also complain to the Office of the Privacy Commissioner of Canada or your provincial commissioner. Accessibility feedback is answered within 5 business days.

Conduct of a process server

If a process server acted improperly, tell us at once with the date and place. We investigate with the partner, record the outcome, and remove partners from our network where it is warranted. Where a province licenses process servers or bailiffs, you may also complain to that regulator.