Exchange Rate

Show reference interbank exchange rate of all available currencies

Check
FINTRAC M11432814 Consumer Protection Standards

Explicit 3-Step Complaint Handling Procedure

Currency Mart Inc. is committed to fair, transparent, and prompt dispute resolution. Over 77,000 customers have trusted us since 2009 for cash currency exchange and 24/7 online transfers. When an issue arises, our structured 3-step escalation protocol ensures your concern is heard, formally investigated, and resolved in strict accordance with Canadian financial standards.

1. Purpose & Scope of Dispute Resolution

This procedure governs all complaints and dispute inquiries relating to services provided by Currency Mart Inc., including:

  • Retail Cash Exchange: Exchange rates applied, currency availability (51+ foreign cash currencies in stock), bill quality/denominations, counter count verification, or cash transaction receipts at any of our four branch locations in Manitoba and Ontario.
  • Online USD/CAD Exchange (24/7): Rate lock confirmations, account-to-account transfer processing, Interac e-Transfer settlements, online bill payments, and electronic funds transfer (EFT) timelines.
  • Regulatory & Compliance Inquiries: Mandatory FINTRAC client identity verification (valid photo ID and address verification), transaction threshold recordkeeping, or privacy matters under the Personal Information Protection and Electronic Documents Act (PIPEDA).
  • Customer Service Standards: Professional conduct, responsiveness, and communication clarity from our staff.

2. The 3-Step Complaint Handling Procedure

To ensure that your concern is addressed as quickly as possible by the personnel best equipped to assist, Currency Mart follows a progressive 3-step resolution framework:

1

Step 1: First-Contact Resolution with Branch Staff or Customer Support

Response: Immediate to 24 Hours

The fastest way to resolve an inquiry is to discuss it directly with the teller or branch manager who handled your transaction, or with our dedicated customer support team. Frontline staff have direct access to branch POS terminal records, electronic rate feeds, and transaction receipts, and can immediately resolve most discrepancies on the spot.

Typical Matters Resolved at Step 1:

  • Clarification of exchange rates, wholesale tier discounts, and zero-commission fee breakdowns
  • Reprinting lost transaction receipts or verification statements
  • Exchange of banknote denominations for travel convenience
  • Tracing status of pending Interac e-Transfers or online bill payment deposits

Direct Branch Contacts:

Winnipeg Downtown Skywalk:
240 Graham Ave, Suite 290, Winnipeg, MB R3C 0J7
(204) 800-8122
Winnipeg St. Vital Shopping Centre:
Unit 36, 1225 St Mary's Rd, Winnipeg, MB R2M 5E5
(204) 255-8888
Toronto Downtown PATH (Richmond-Adelaide):
120 Adelaide St W, Suite R7, Toronto, ON M5H 1T1
(647) 812-2286
Toronto North York (Yonge Sheppard Centre):
4841 Yonge St, Unit 217, Toronto, ON M2N 5X2
(416) 499-8833
Online & Email Support: support@currencymart.net · Live Chat on currencymart.net
2

Step 2: Formal Escalation to the Chief Compliance Officer

Ack: 48 Hrs · Resolution: 15 Days

If your concern is not resolved to your complete satisfaction at Step 1, or if your inquiry involves a complex financial transfer, regulatory compliance, or privacy matter, you may escalate your file directly to Claire Shen, Co-Founder and Chief Compliance Officer (CCO).

Required Information for Formal Escalation:

  • Customer full legal name, telephone number, and email address
  • Currency Mart transaction confirmation number, invoice number, or receipt reference
  • Branch location where transaction occurred or online order identifier
  • Detailed chronological summary of the dispute and all prior communications
  • Copies of relevant documentation (receipts, bank confirmation slips, or correspondence)
  • The specific outcome or remedy you are requesting

Compliance Escalation Office:

Officer: Claire Shen, Chief Compliance Officer

Email: support@currencymart.net (Subject: Formal Complaint Escalation - Attention: Claire Shen, CCO)

Mail: Currency Mart Inc., Attention: Compliance Department, 240 Graham Ave, Suite 290, Winnipeg, MB R3C 0J7

Investigation & Timeline Commitments:

  • Acknowledgment: Our Compliance Office will send a written acknowledgment with a unique Dispute Tracking Number within 48 hours (2 business days) of receipt.
  • Independent Investigation: The Compliance Officer will thoroughly review system audit logs from Aaron Zhang's FX pricing engine, counter surveillance records, teller audit rolls, and clearing statements from our commercial banking partners (RBC, TD, BMO, CIBC, Scotiabank).
  • Written Determination: Within 15 business days of acknowledgment, you will receive a comprehensive written response detailing our findings, conclusions, and any corrective actions taken. If third-party financial clearing institutions require additional time, we will notify you in writing and complete the investigation within a maximum of 30 business days.
3

Step 3: External Regulatory Recourse & Independent Dispute Bodies

External Oversight

While our internal processes resolve the vast majority of concerns, you maintain the right to seek independent external review if you remain unsatisfied with our Chief Compliance Officer's written decision, or if 30 business days have elapsed since filing your formal complaint without resolution.

Depending on the nature of your concern, the following external regulatory bodies and ombudsman services are available to Canadian consumers:

FINTRAC

Financial Transactions and Reports Analysis Centre of Canada

Federal regulator supervising Money Services Businesses (MSB Registration: M11432814) for compliance with the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA).

Website: fintrac-canafe.canada.ca · 1-866-346-8722

Privacy Commissioner of Canada

Office of the Privacy Commissioner of Canada (OPC)

For complaints concerning the collection, storage, handling, or safeguarding of your personal information under PIPEDA.

Website: priv.gc.ca · 1-800-282-1376

Consumer Protection Ontario

Ministry of Public and Business Service Delivery

For consumer transactions, commercial disclosures, and retail consumer rights in the province of Ontario (Toronto branches).

Website: ontario.ca/consumer-protection · 1-800-889-9768

Consumer Protection Office Manitoba

Department of Consumer Protection and Government Services

For consumer disputes, fair trading practices, and retail transactions in the province of Manitoba (Winnipeg branches).

Website: gov.mb.ca/consumerbureau · (204) 945-3800

3. Client Protection Against Retaliation

Currency Mart maintains an absolute zero-tolerance policy against retaliation. Submitting a complaint or raising a consumer inquiry will never adversely affect your ability to exchange currency, receive competitive exchange rates, or access Currency Mart services in the future.

4. Recordkeeping & Continuous Improvement

In accordance with FINTRAC MSB regulations and our internal quality assurance mandate, every formal complaint is logged in our centralized Compliance Register and securely archived for a minimum of five (5) years. Complaint trends and resolutions are reviewed quarterly by Co-Founders Aaron Zhang and Claire Shen to enhance branch staff training, update algorithmic rate feeds, and streamline digital platform usability.

5. Summary of Contact Channels

Currency Mart Inc. – Corporate Headquarters

FINTRAC Registration: MSB License M11432814

Winnipeg Corporate Office: 240 Graham Ave, Suite 290, Winnipeg, MB R3C 0J7 · (204) 800-8122

Toronto Operations Office: 120 Adelaide St W, Suite R7, Toronto, ON M5H 1T1 · (647) 812-2286

General Dispute Inquiries: support@currencymart.net