Contact & Complaints

1. How to contact us

Use in-app help for the quickest response, email us at [email protected], or call +1 647 885 0022. Write to us at Roze Remit, 2265 Pembina Hwy Unit 303, Winnipeg, MB R3T 2H1, Canada.

2. Support hours and urgent security issues

We monitor support seven days a week. For suspected fraud, account takeover, or a scam in progress, contact us immediately via in-app help or phone. If a payment was made, also contact your bank to request a recall and block further payments. For suspected scams or unauthorised activity, email us at [email protected]. You can also report fraud to the Canadian Anti-Fraud Centre at 1-888-495-8501.

3. Making a complaint

If you are unhappy with our service, tell us via in-app help or email us at [email protected] with “Complaint” in the subject line and include your name, contact details, account email, transfer reference (if relevant), and a short description of the issue and the outcome you want.

4. How we handle complaints

We acknowledge your complaint, assign a case owner, and investigate. We will keep you informed of progress and aim to issue a final response within 30 calendar days. If we need more time due to the complexity of the case or external dependencies, we will explain why and when you can expect our next update.

5. What we may ask for

We may request documents or information needed to investigate, for example screenshots, emails, chat logs, or bank confirmations. Where a complaint involves potential fraud or financial crime, we may run a parallel compliance review and may be legally restricted from sharing some details.

6. If you remain dissatisfied (external escalation)

If you remain dissatisfied (Canada): You may seek information or assistance from your provincial or territorial consumer protection office. If your concern relates to how we handle your personal information, you may complain to the Office of the Privacy Commissioner of Canada (OPC) after giving us a chance to resolve it. For concerns about our compliance with anti-money laundering and anti-terrorist financing obligations under the PCMLTFA, you may contact the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC); FINTRAC does not resolve individual disputes or provide compensation. For concerns about retail payment activities, you may also contact the Bank of Canada’s Retail Payments Supervision program, where applicable; it does not resolve individual disputes or provide compensation.

7. Vulnerable customers and accessibility

Tell us if you need extra support. We can adjust communications, provide plain-language explanations, and allow a trusted contact to assist where appropriate. If you need an alternative format, let us know.

8. Records and learning

We log complaints, outcomes, and remedial actions to improve our service and meet regulatory obligations. Where a complaint identifies a control gap, we track and implement fixes. We handle personal information in line with our Privacy Policy and PIPEDA.

9. Keeping you safe

We will never ask you to move money to a “safe account,” share one-time passcodes, or install remote-access software. If you receive such a request, stop and contact us using the details above.

1. How to contact us

Use in-app help for the quickest response, email us at [email protected], or call +61 2 6188 5621. Write to us at Roze Remit, SUITE 5 LEVEL 4/167 QUEEN ST, MELBOURNE, VIC 3000, Australia.

2. Support hours and urgent security issues

We monitor support seven days a week. For suspected fraud, account takeover, or a scam in progress, contact us immediately via in-app help or phone. If a payment was made, also contact your bank to request a recall and block further payments. For suspected scams or unauthorised activity, email us at [email protected]. If you need police assistance in Australia, call 131 444 (non-emergency) or 000 (emergency).

3. Making a complaint

If you are unhappy with our service, tell us via in-app help or email us at [email protected] with “Complaint” in the subject line and include your name, contact details, account email, transfer reference (if relevant), and a short description of the issue and the outcome you want.

4. How we handle complaints

We acknowledge your complaint, assign a case owner, and investigate. We will keep you informed of progress and aim to provide a final response within 30 days under our Internal Dispute Resolution (IDR) process. If we need more time due to complexity or external dependencies, we will explain why and when you can expect our next update.

5. What we may ask for

We may request documents or information needed to investigate, for example screenshots, emails, chat logs, or bank confirmations. Where a complaint involves potential fraud or financial crime, we may run a parallel compliance review and may be legally restricted from sharing some details.

6. If you remain dissatisfied

If you remain dissatisfied after our final response, please reply to the case owner or email [email protected] and we will arrange a further internal review where appropriate. If your complaint relates to privacy, you may also contact the Office of the Australian Information Commissioner (OAIC) after using our internal process.

7. Vulnerable customers and accessibility

Tell us if you need extra support. We can adjust communications, provide plain-language explanations, and allow a trusted contact to assist where appropriate. If you need an alternative format, let us know.

8. Records and learning

We log complaints, outcomes, and remedial actions to improve our service and meet regulatory obligations. Where a complaint identifies a control gap, we track and implement fixes.

9. Keeping you safe

We will never ask you to move money to a “safe account,” share one-time passcodes, or install remote-access software. If you receive such a request, stop and contact us using the details above.

1. Our Commitment to You

At Roze Remit, we aim to provide a fast, secure, and reliable money transfer service. If you're unhappy with any part of our service, we'd like to hear from you. We'll investigate your complaint fairly and work to resolve it as quickly as possible. Your feedback also helps us improve our service.

2. How to File a Complaint

Choose whichever way is easiest for you:

• Email us: [email protected]
• Call us: +64 4 885 3536

3. Help Us Resolve Your Complaint Faster

When contacting us, please include:

• Your full name
• Your registered email or phone number
• Your transfer reference number (if available)
• A brief description of the issue
• Any supporting screenshots or documents (if applicable)

4. What Happens After You File a Complaint

Once we receive your complaint:

• We confirm we've received your complaint.
• We look into what happened.
• We keep you updated if it's taking longer than expected.
• We get back to you with an answer.

5. Vulnerable Customers

We understand that some customers may need additional support when raising a complaint. If you require assistance due to a disability, language barrier, health condition, or other personal circumstances, please let us know. We'll do our best to provide the support you need throughout the complaints process.

6. Still Not Satisfied with Our Final Response?

We are committed to resolving every complaint fairly and transparently. If you're not satisfied with our final response, you may have the right to escalate your complaint to an independent dispute resolution body or relevant authority in your country.

You can refer your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO) using the contact details below:

• Phone: 0800 888 202 (freephone) or +64 4 499 7612
• Email: [email protected]
• Website: www.ifso.nz

This service is free and independent. You generally have 3 months from our final answer to contact IFSO.