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 CodeofConduct@moneris.com, 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:
If we cannot provide a response to you within 90 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:
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.
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