Inquiries and feedback

Have additional questions or need to update your communication preferences with us?
Check out these options below.

Customer Relations

Has one of our employees ‘wowed’ you? Have they gone above and beyond to make sure your needs are taken care of? Do you have an experience with Moneris you would like to share with us? We would love to hear your story. Alternately, if your service inquiry has not been satisfactorily resolved, please fill out the form below. Our regular business hours are Monday to Friday, 9AM to 5PM EST. A Customer Relations Manager will contact you within 1 business day of your request.

Business name

First Name

Last Name

Email address

Phone number

ext.

Merchant number

(Your Merchant Number can be found at the top of your monthly statement.E.g. 30xxxxxxxxx)

Language Preference

English

French

Nature of your request?

How Can We Help?

Additional Information

Service Centre Ticket Number

Manager’s name you spoke with

Thank you for getting in touch! We will reach out to you shortly.

Looks like there was an error processing your request. Please contact XXX-XXX-XXXX if the error persists.

Office of the CEO

Do you have an experience that you would like to share with the Office of the CEO? We invite you to do so by using the form below. Our regular business hours are Monday to Friday, 9am - 5pm EST. The Office of the CEO will contact you within 1 business day of your request.

Business name

First Name

Last Name

Email address

Phone number

ext.

Language Preference

English

French

Nature of your request?

How Can We Help?

Additional Information

Merchant number

(Your Merchant Number can be found at the top of your monthly statement.E.g. 30xxxxxxxxx)

Service Centre Ticket Number

Manager’s name you spoke with

You may also contact the Office of the CEO by calling the following number: 1-855-282-1630

Thank you for getting in touch! We will reach out to you shortly.

Looks like there was an error processing your request. Please contact XXX-XXX-XXXX if the error persists.

Code of Conduct

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.

Name of person submitting the complaint

Merchant business name

Merchant street address

City

Province

Postal code

Phone number

Email address

Merchant number

(Your Merchant Number can be found at the top of your monthly statement.E.g. 30xxxxxxxxx)

Policy element in complaint

Please provide a summary of your complaint

Additional Information

Acquirer’s name

Date merchant spoke with acquirer

Name of payment processor

Name of acquirer representative

Thank you for getting in touch! We will reach out to you shortly.

Looks like there was an error processing your request. Please contact XXX-XXX-XXXX if the error persists.

Do Not Call Policy

Moneris Solutions Corporation (Moneris) uses the telephone as an important way of staying in contact with our customers and for communicating with potential customers. Moneris may, from time to time, contact existing and potential customers to offer products and services that may be of interest. In keeping with the Canadian Radio-television and Telecommunications Commission’s (‘CRTC’) framework for unsolicited telecommunications, we will not make telephone calls to offer products and services to customers that have informed us they do not want to receive these types of calls.

On occasion, Moneris Solutions Corporation may use third party service providers to offer our products and services to existing and potential customers. In these circumstances, we work with our third party service providers to ensure that they comply with this policy.

Moneris maintains a record of the name and telephone number(s) for existing customers and potential customers who inform us that they do not want to be contacted by telephone for solicitation purposes.

Please keep in mind that if you have an existing business relationship with Moneris, it does not mean that you will not receive any calls from Moneris Solutions Corporation. We may still contact you by telephone for non-solicitation purposes which would include providing you with the products and services that you have requested and other service-related matters.

You may make a request to be added to Moneris’ Do Not Call List by the following
Phone: 1-866-319-7450
Mail: Moneris Solutions Corporation P.O. Box 219, Station D, Toronto, Ontario M6P 3J8 Attention: Privacy Office-DNCL

All requests should include the date of the request, name of your business, and business telephone number and should you be an existing customer, your merchant account number(s). It will take up to thirty (30) days for your name and telephone number(s) to be removed from any solicitation programs that are currently under way. Your telephone number will remain on our Do Not Call List for 3 years. If your Business name, address or telephone number(s) change, you must provide us with your new information in order for your do not call status to remain in effect. Please keep in mind that the CRTC regulations permit companies such as Moneris Solutions Corporation to call their own business customers and potential business customers even though these customers are listed on the CRTC’s National Do Not Call List. If you do not wish Moneris Solutions Corporation to contact you by telephone for solicitation purposes, simply follow the steps above to be added to Moneris Solutions Corporation Do Not Call List. If you have any questions or comments regarding this Do Not Call Policy, please contact [email protected].

Contact name

Company name

Email address

Merchant number

(Your Merchant Number can be found at the top of your monthly statement.E.g. 30xxxxxxxxx)

Business Telephone Number

ext.

Thank you for getting in touch! We will reach out to you shortly.

Looks like there was an error processing your request. Please contact XXX-XXX-XXXX if the error persists.

Inquiries and feedback

Customer Relations

Additional Information

Office of the CEO

Additional Information

Code of Conduct

Additional Information

Do Not Call Policy

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Inquiries and feedback

Customer Relations

Additional Information

Office of the CEO

Additional Information

Code of Conduct

Additional Information

Do Not Call Policy

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