GPC Financial Corporation (GPCFC), as a Federally Regulated Financial Institution (FRFI), is required to have a complaint handling process in place for dealing with complaints made by customers. GPCFC is also subject to the Compliance Framework of the Financial Consumer Agency of Canada (FCAC), a federal regulatory agency established by the Financial Consumer Agency of Canada Act.
Customer complaints reflect the customers dissatisfaction with the services and/or products provided by GPCFC. Complaints may include but are not limited to the following:
FRFIs have certain legal obligations to customers, and FCAC is responsible for investigating complaints that relate to a possible violation of these legal obligations.
Complaints that do not relate to a legal obligation of an FRFI are not investigated by FCAC. However, such complaints are still governed by GPCFCs complaint handling process and GPCFC has internal procedures for investigating and handling such complaints. The followings are examples of complaints that do not relate to GPCFCs legal obligations:
The objective of GPCFCs complaint handling process is the satisfactory resolution of the complaint as perceived by the customer. To this end, the following mechanisms and escalation options are available to the customer:
Privacy Office of GPCFC
P.O. Box 4010, Station B
Etobicoke, ON M9W 7H8
Canada
E-mail: Privacy.Office@Globalpay.com
Ombudsman for GPC Financial Corporation
Kate Novitzky, Chief Legal Officer
10 Glenlake Parkway NE, North Tower
Atlanta, Georgia 30328-3473
Telephone: 770.829.8239
Fax: 770.829.8265
E-Mail: kate.novitzky@globalpay.com
In addition to GPCFC's service commitment to its customers, there are a number of external agencies that ensure GPCFCs compliance with applicable legislations and guidelines. They are as follows:
Customers can contact the OBSI, an independent ombudsman appointed to serve the interests of customers of FRFIs, if they are not fully satisfied with the actions taken by GPCFC. While it is anticipated that the complaint would be resolved by GPCFC within 90 days, customers may refer their complaint to OBSI if no resolution have been provided within that time. OBSI can be contacted at:
Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Telephone: 1.888.451.4519
Fax: 1.888.422.2865
E-mail: ombudsman@obsi.ca
Website:www.obsi.ca
The Financial Consumer Agency of Canada (FCAC) supervises all FRFIs to ensure they comply with federal consumer protection laws. If customers have a complaint about violation of such laws, they can contact the FCAC at:
Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
Telephone: 1.866.461.3222
Website:www.fcac-acfc.gc.ca
If the complaint is related to privacy issues, the customer can choose to contact The Office of the Privacy Commission of Canada.
The Privacy Commissioner of Canada
Telephone: 613.995.8210 or 1.800.282.1376
Fax: 613-947-6850
Website: www.privcom.gc.ca