Legal information
Complaints
This page explains how ALTA MONEY SERVICES LTD. (the “Company”) handles complaints about its website, communications and privacy practices. The Company does not currently provide payment services.
Published process · Last updated September 8, 2026
What counts as a complaint
A complaint includes an expression of dissatisfaction about the Company’s website, communications, privacy practices or proposed services, whether made in writing, by email or verbally and whether or not the word “complaint” is used.
How to complain
Privacy complaints and other website-related complaints may be sent to Oleksandr Kazmirchuk, Privacy Officer, at oleksandr.kazmirchuk@altamoneyservices.com. The general web form is unavailable. Do not email confidential documents or personal records; the Company will arrange a secure delivery method if supporting records are required.
Acknowledgement
The Company aims to acknowledge a complaint as soon as reasonably practicable and ordinarily within 5 business days, giving a reference number, the name of the person handling it and the expected response date.
Investigation
The Company will gather relevant records and evidence promptly. A person whose decision is the subject of a complaint will not decide the complaint alone. A complaint concerning the Compliance Officer or Privacy Officer will be assigned to a qualified person who was not involved in the matter and can review it fairly.
Written response
The Company aims to provide a written response within 30 calendar days, setting out its findings, reasons and any action offered. If more time is reasonably required, the Company will provide a timely notice explaining the delay and a revised expected response date. These service targets are Company standards, not statutory deadlines.
External escalation
For a complaint about personal information, you may complain to the Office of the Privacy Commissioner of Canada where PIPEDA applies, or to the Office of the Information and Privacy Commissioner for British Columbia where BC PIPA applies.
Limits on what a response can say
Any response must not disclose that a suspicious transaction report has been, is being or will be made, and must not reveal information the law forbids disclosing. Where a decision cannot be explained for that reason, the Company would state only that it is unable to provide further detail.
Records and learning
The Company records complaints and retains those records for the period required by applicable law and any approved Company retention schedule. Complaints are reviewed for patterns and corrective action.
No retaliation
A good-faith complaint would not by itself disadvantage you. Compliance and risk decisions would remain independent of the complaint process.
The Company does not currently provide payment services. Nothing on this page authorizes onboarding or a transaction.