Client Support & Account Management
Thank you for choosing our agency. From the moment your mandate is signed, we are committed to providing you with professional support, clear communication, and timely updates. To serve you best, all case-related communications are handled by our Support Department and your dedicated Account Manager.
How the Process Works
1. Consultation & Service Selection
- A consultant helps you choose the right service and collects the necessary initial information to get started.
2. Mandate & File Creation
- Once your mandate is signed and your invoice is paid, a client file is created and transferred to our Investigation Department.
- The Investigation Department analyzes your case and, within 24 hours (or sooner if urgent), will email you at the email address on file to confirm that the investigation has started.
- At that time, your Account Manager may also ask additional questions or request supporting details.
3. Ongoing Support & Communication
- From this point forward, your Account Manager is your primary contact for all updates, questions, and requests.
- Consultants are not involved once your file has been transferred. To avoid delays, please correspond only with your Account Manager and the Support Department.
How to Contact Support
Email (Preferred)
- Use the official support email address provided to you in your onboarding email.
- We respond to all emails within 24 hours (business days).
- Important: To ensure timely handling of your request, please reply within the existing email thread. Starting a new thread may result in processing delays.
Phone/WhatsApp (Urgent Matters Only)
- For urgent issues that cannot wait for an email response, you may call or message your Account Manager using the WhatsApp number provided to you after onboarding.
- Phone and WhatsApp are reserved for urgent matters or when immediate clarification is required.
Note: For security and confidentiality reasons, we do not publish support contact details on our website. Please always use the information provided to you directly during the onboarding process.
Why This Matters
This process ensures that your case is managed efficiently by the right team members, avoids delays, and guarantees that nothing is overlooked. By working directly with your Account Manager and the Support Department, you will always receive the most accurate and timely information.
Confidentiality of Communication
To protect your privacy and the integrity of the investigation, only the client may contact the Support Department directly. If you wish to authorize another party, such as your attorney, please provide written confirmation in advance.
Questions About Your Investigation, Results, and Report
This section explains common questions clients may have while their case is in progress or after receiving a private investigation report.
Private investigation work is different from an ordinary service because the final result depends on many factors beyond the agency’s control, including the information provided by the client, the behaviour of the person of interest, timing, location, legal limits, safety, confidentiality, weather, access, and the operational situation.
Why do I see images and/or videos of real estate, streets, parking lots, vehicles, or surrounding areas, but not the POI?
Images and videos included with the report may serve as checkpoints confirming that the investigator was physically onsite and performed the assigned work.
In surveillance cases, it is not always possible to obtain images or videos of the person of interest. The POI may not appear during the surveillance period, may not be positively identifiable, may leave before visual confirmation is possible, or may be located in a position where recording is not possible without compromising the investigation.
For this reason, the media files may show the building, street, parking lot, entrance, vehicle, surrounding area, or other relevant reference points. These materials help document the investigator’s presence, location, timing, and field activity.
All available media files related to the assignment are provided with the report.
Why is the address stamp on the images and/or videos different from the actual address where surveillance was supposed to be done?
Address stamps generated by phones, cameras, GPS apps, or mapping systems are not always exact.
During surveillance, the investigator is often not positioned directly at the target address. Depending on the situation, the investigator may be across the street, inside a parked vehicle, near an entrance, near a parking lot, around the corner, or at another suitable observation point. This may be 10 to 100 meters away from the exact address, or sometimes farther, depending on visibility, safety, confidentiality, parking availability, and the operational situation.
As a result, the address stamp may show a nearby address, intersection, business, building, parking lot, or general area instead of the exact surveillance address.
The address stamp should be treated as a location reference, not as final proof of the precise observation point. The report should be reviewed together with the media files, timestamps, investigator notes, assignment details, and the overall context of the investigation.
I am not happy with the progress or results. What should I do next?
Please reply directly to the email related to your case or report and explain your concern. Your message will be reviewed by the investigation department.
It is important to understand that a private investigation agency charges for the professional attempt to gather the requested information and/or evidence, not for a guaranteed or expected outcome.
Each case is managed based on the information provided by the client, the circumstances of the case, the operational situation, confidentiality requirements, personnel safety, legal limits, and other relevant factors. Based on the work performed, we prepare an official report summarizing our efforts, the outcome, and the conclusion.
Although private investigation is legal in Canada, it is a complex and risk-sensitive service. During the investigation process, we may encounter different challenges and limitations, including legal, safety, technical, weather-related, confidentiality-related, and operational factors. These factors may limit, delay, affect, or partially compromise the investigation process or the final outcome.
If you have specific concerns about the progress, report, findings, or process, please reply by email with clear details. The investigation department can review the file, clarify the work performed, explain the findings, and advise whether any further steps may be available.
Why are there little or no results in an address search or background check?
Address searches and background checks are based on available records, accessible databases, identifiers provided, jurisdictional limits, and the specific type of search requested.
In some cases, there may be little or no information available in the databases. This does not mean that no search was performed. We check multiple databases and available sources, but not every person, address, phone number, business, or record produces detailed results.
Some individuals have a limited public record footprint. Some addresses have little searchable history. Some records may not be public, may not be legally accessible, may not be indexed, may be outdated, may be held in another jurisdiction, may require additional identifiers, or may simply not exist in the databases available for this type of search.
An address search or background check can only report what is found within the available sources and the scope of the requested service.
If you believe specific information should have appeared in the results, please reply to the case or report email and provide the details you believe are missing or relevant.
Why is the investigation process taking more time than I expected?
Private investigation work does not always follow a fixed or predictable timeline. Under certain circumstances, and due to different limitations or challenges, the timeframe for the service you purchased may be extended at no extra cost.
This may happen when additional verification is needed, the POI is inactive, the location is difficult to monitor, weather conditions interfere with field work, access is limited, safety concerns arise, or the investigation requires a combination of methods.
We may combine several investigative techniques, including research, database work, surveillance, field checks, and undercover operations. These steps may create additional delays that are not always possible to predict at the beginning of the case.
The goal is to complete the investigation properly and responsibly, not simply to close the file quickly.
What are the agency’s and the client’s obligations in the context of the case?
The agency’s and the client’s obligations are governed by our legal terms and policies, including:
These policies apply to the service, the investigation process, privacy, refunds, limitations, client responsibilities, and other relevant aspects of the case.