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1.866.286.7787

Code of Conduct
Complaints Resolution

If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada, you may file a complaint through a variety of channels:

  • Online: Filling out the form below
  • Telephone: Using our toll-free number 1.866.286.7787
  • Email: contact@monexgroup.com, or
  • Mail: Unit 301, 5075 Yonge Street, North York, Toronto, ON, M2N 6C6, Canada
  • Directly with your debit or credit acquirer

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Payment 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) days of receiving your 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 20 days you will be informed of the delay, reason for the delay, and the expected response time.

To assist us in reviewing your complaint please provide the following, where applicable:

  • a summary of your concerns,
  • details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to PCNO, acquirer or representative,
  • copies of any supporting documentation (i.e. agreements, statements, correspondence from acquirer or PCNO).

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: info@fcac-acfc.gc.ca
  • Mail: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON, K1R 1B9, Canada

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 PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.

Complaint-handling template

FCAC, in consultation with the PCNOs and Code participants, created a common template to facilitate the submission of a merchant complaint. The template must be used by PCNOs and Acquirers and/or Downstream participants, and posted prominently on their respective websites. This template can be found under Common complaint-handling template for payment card network operators and acquirers (PDF, 93 KB). Please submit the common complaint-handling PDF file as part of the complaint-handling form below or by emailing it directly to contact@monexgroup.com.

For more information on the complaint-handling procedure obligations, please refer to the Code of Conduct for the Payment Card Industry in Canada.

Complaint-handling form

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