Complaints

Entrata Canada is dedicated to providing excellent service. We are committed to observing the Code of Conduct for the Payment Industry in Canada.

As Entrata Canada supports the transparency and choice the Code of Conduct provides to merchants across Canada, we have established the following process for handling Code of Conduct compliance concerns and will manage any complaint relating to the Code of Conduct respectfully, with efficiency, and professionalism.

Filing a Complaint with Entrata Canada

If you have a complaint pertaining to the Code of Conduct for the Payment Industry, you may file a complaint through the following methods:

• Online: Complete in full the Code of Conduct for the Payment Industry in Complaint Handling Form and email the form to merchantservicesgroup@entrata.com
• Telephone: 888-701-4058
• Write to:
  Merchant Services
  Entrata Canada
  2600-160 Elgin Street
  Ottawa, Ontario
  Canada K1P 1C3

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, along with:
  • A summary of the complaint
  • The final result of the investigation
  • Explanation of the final decision
  • 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) days, you will be informed of the delay, the 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 Entrata Canada, and
• Copies of any supporting documentation (i.e. agreements, statements, or correspondence)

If Entrata Canada does not resolve the complaint to your satisfaction, you may also contact:

Worldpay

• Web: https://www.worldpay.com/en/legal/complaints

‍Peoples Trust Company

• ‍Web: https://www.peoplestrust.com/en/about-us/resolving-your-concerns/

‍Visa Canada

• Email: askvisacanada@visa.com
  
• ‍Fax: 416-860-8873‍
• Web: www.visa.ca

‍Mastercard Canada

• Email: Code_inquiries@mastercard.com
• ‍Phone: 416-365-6655
• Web: www.mastercard.ca
• ‍Mail: Mastercard Canada, 600-121 Bloor St. E, Toronto, Ontario, M4W 3M5 (Attn. Code of Conduct Compliance)

American Express Canada

• Web: https://www.americanexpress.com/ca/en/merchant/complaint/merchant-network-complaint-handling-procedures.html
• ‍Mail: P.O. Box 3204, Station "F", Toronto, ON, M1W 3W7, Attn: Manager Merchant Customer Care Support

Financial Consumer Agency of Canada (FCAC)

• Email: info@fcac-acfc-gc.ca
• ‍Phone: 1-866-461-3222‍
• Mail: Financial Consumer Agency of Canada (FCAC) 6th Floor, Enterprise Building 427 Laurier Ave. West Ottawa, ON K1R 1B9

The Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises Payment Card Network Operators to determine whether they are in compliance with the provisions of the Payment Card Networks Act and the elements of the Code of Conduct for Payment Industry in Canada. It also educates consumers and monitors industry Codes of Conduct and public commitments designed to protect consumer interests.

Please visit the Financial Consumer Agency of Canada's website for more information on merchant rights under the Code of Conduct for the Payment Industry in Canada at https://www.canada.ca/en/financial-consumer-agency/services/merchants/rights-merchant.html

Nothing restricts you from directly filing a complaint with the FCAC to investigate non-compliance with the Code of Conduct. However, the FCAC is not a dispute-resolution agency for consumers in their individual dealings with Payment Card Networks or acquirers.

The FCAC can be reached via:

Telephone: 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

Please note that the information being submitted may be shared with your Payment Card Network, acquirer, processor or financial institution in order to assist us in answering your concerns.