Code Of Conduct

Code of Conduct Complaints Resolution

If you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you can file a complaint through a variety of channels: by filling out a form, by calling our toll free number 844-663-2948, via email [email protected], or by mail: Moneris Solutions Corporation P.O. Box 219, Station D, Toronto, Ontario M6P 3J8 Attention: Code of Conduct

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada

Following receipt of your complaint, we will:

• Acknowledge receipt of your complaint within five (5) business days
• Provide our final decision in writing within twenty (20) business days of receiving the complaint, along with: A summary of the complaint, the final result of the investigation, explanation of the final decision, and information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within twenty (20) business days, you will be informed of the delay, along with a reason for the delay, and the expected response time.

To assist us in reviewing the details your complaint, please provide the following, where applicable: a summary of your concerns; details, such as the name of the person you spoke with, the date the issue occurred, date spoken to card brand, acquirer or representative; copies of any supporting documentation (i.e. agreements, statements, correspondence from acquirer or card brand).

Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:

Phone: 1.866.461.3222

Email: [email protected]

Mail:

6th Floor, Enterprise Building

427 Laurier Ave. West

Ottawa, ON K1R 1B9

FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.

Please note that the information being submitted may be shared with your card brand, acquirer, processor or financial institution in order to assist us in addressing your concerns.