Code of Conduct Complaint Resolution

Should you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada - Canada.ca, you can file a complaint by several means:

 

To contact Merrco:

Email:         support@merrco.com

Phone:        1-800–957-0534

Mail:            Merrco Payments, 179 John St. Suite 402 Toronto, Ontario, M5T 1X4

 

Please visit the Financial Consumer Agency of Canada’s (FCAC) website for more information on merchants rights under the Code of Conduct for the Payment Card Industry in Canada - Canada.ca and to determine which Policy Element applies to your complaint.

 

Submitting a Complaint

When submitting a complaint, provide:

• a summary of your concerns with as much detail as possible,

• the date the issue occurred,

• names of the people you spoke to regarding this matter, and

• copies of any supporting documentation (i.e. agreements, statements).

 

Merrco will acknowledge receipt of your complaint within five (5) business days and provide its final decision within twenty (20) business days.

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Such decision will include:

• A summary of the complaint

• The final result of the investigation

• Explanation of the final decision; and

• Information on how to further escalate a complaint in the event of an unsatisfactory outcome.
   

Merrco will advise of any delay, the reason for the delay and the expected response time, if unable to resolve the complaint within twenty (20) business days.

 

Should Merrco not provide sufficient resolution to your complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada - Canada.ca within twenty (20) business days, you may choose to file a complaint directly with your Acquirer, People’s Trust.

 

To contact Peoples Trust:

Email:        merchantacquiring@peoplestrust.com

Phone:      1.844.304.2083

Mail:          95 Wellington Street W, Toronto, ON, Canada, M5J 2N7

Website:   https://www.peoplestrust.com/en/peoples-payment-solutions/

Peoples’ complaint handling policy: https://www.peoplestrust.com/en/peoples-payment-solutions/merchant-acquiring-services/resolving-your-concerns/

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In the event of an unsatisfactory outcome, complaints pertaining to the Code of Conduct can also be filed directly with the Payment Card Network Operator (PCNO) or FCAC to investigate non-compliance with the Code. PCNOs commit to communicating the outcome of its investigation within thirty (30) business days of receiving the complaint.

 

To contact PCNOs:

Visa: https://www.visa.ca/en_CA/run-your-business/merchant-resources/code-of-conduct.html

 

Mastercard: https://www.mastercard.ca/en-ca/business/overview/get-support/code-of-conduct.html#:~:text=If%20you%20have%20a%20complaint,Canada%20600%2D121%20Bloor%20St

 

Interac: Report a problem with a service provider - Business - Interac

 

 

To contact FCAC:

• Phone: 1-866-461-3222

• Email: info@fcac-acfc.gc.ca

• Mail: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9

 

Nothing in the above process restricts Merchants from filing complaints directly with the FCAC at any stage of the complaint process. Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a PCNO’s non-compliance with Code obligations.

 

Please note that the information being submitted may be shared with your PCNO, Processor or Acquiring Financial Institution to assist us in answering your concerns.