Complaint Resolution

Motion Pay Complaint handling procedure

If you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels:

• our website (www.motionpay.ca) by using the template below,
• our toll free number 1-866-615-5289
• your sales representative via e-mail and/or via regular mail or overnight courier
• by mail at
Motion Pay Technology Inc.
228 Hunt Club Road, Unit 201,
Ottawa, ON, K1V 1C1
Attn: Code of Conduct Compliance Team

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights.

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; 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:
• your company name and Motion Pay merchant number
• 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), and 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
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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.

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