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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 866-687-4152, via email CodeofConduct@monera.ca, or by mail: Monera 120 Woodstream Blvd Unit 17 Woodbridge, Ontario L4L 1L3 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 ninety (90) 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 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.
Debit Transactions processed by Payfacto
Credit Card Transactions processed by First Data
Monera supports the strengthening of the Credit and Debit Card Industry’s Code of Conduct to better protect merchants from deceptive sales practices
Monera is committed to the success of Canadian business owners. As part of that commitment, we fully support the voluntary Code of Conduct for the Credit and Debit Card Industry in Canada (“Code”), including the most recent guidance issued by the Financial Consumer Agency of Canada (“FCAC”) aimed at misleading and deceptive sales practices.
With respect to the FCAC’s most recent guidance, Monea fully endorses the following measures:
Sales and Business Practices – Enabling the PCNOs to effectively deal with misleading sales and business practices.
Disclosure in Multiple Service Provider Arrangements – Requiring additional disclosure in multiple service provider arrangements so merchants are well informed prior to entering into such arrangements.
Multiple Contract Cancellation Penalties, Costs or Fees – Allowing merchants to cancel related service contracts without penalty following a price increase.
Toll Free 1(866)687-4152
Canadian Payment Systems