MERCHANT COMPLAINT
HANDLING PROCESS

CODE OF CONDUCT – MERCHANT COMPLAINT HANDLING PROCESS

 

EVERLINK PAYMENT SERVICES INC. is committed to complying with the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code”).  Information on the Code can be found on the website of the Financial Consumer Agency of Canada (FCAC) (http://www.fcac-acfc.gc.ca/).

 

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.

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If you have a complaint pertaining to the Code, you may file a complaint through a variety of channels:

 

 

Our website:                                     www.everlink.ca

Our telephone number:                   1.888.354.6577

By email:                                            support@everlink.ca

By mail:                                              Everlink Payment Services Inc.

125 Commerce Valley Drive West, Suite 100

Markham, ON L3T 7W4

ATTN: Merchant Services

 

        

MERCHANT COMPLAINT FORM

 

Please complete the fillable PDF form below and provide it back to Everlink for review.

English – Merchant Complaint Form

French – Merchant Complaint Form

 

Following receipt of your complaint we will:

  • Acknowledge receipt of your complaint within 5 business days.
  • Provide our final decision within 90 days of receiving your complaint, along with:

o   A summary of the complaint;

o   The final result of the investigation;

o   Explanation of the final decision; and

o   Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

 

If we cannot provide a response within 90 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 the Payment Card Network Operator (PCNO), acquirer or representative, and
  • copies of any supporting documentation (i.e. agreements, statements, correspondence from acquirer or PCNO)

Nothing restricts you from directly filing a complaint with the 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

 

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. ​​