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Support

We have the answer to your questions, 24/7.

Need help? Either sign in through the Web-based client portal, or dial our telephone support line.

TNS takes pride in providing fast, friendly service for our clients. We are always here to help you find the answers you need.

Telephone support. Call us at: 1-877-332-1060

Prefer to use the phone? Simply dial our support line and speak with our friendly technical support representatives. All of our agents are fully qualified to answer your questions and resolve any issues you may be experiencing.

  • 24 hours a day
  • 7 days a week

Code of Conduct for the Credit and Debit Card Industry in Canada

On April 13, 2015, the Department of Finance announced changes to the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code”).
The Code has been in existence since 2010 and consisted previously of 10 Elements applicable to participants in the debit and credit card industry.

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.

TNS’ Process for Resolving Complaints

TNS has an established process for managing potential Code of Conduct compliance violations. If you have a
complaint about a particular element of the Code of Conduct, please follow the process below.

Merchants
  1. If you are a merchant and your question is related to your contract or statement with your Independent Sales Organization
    (ISO), we ask that you first contact the ISO. Please refer to your statement or contract information.

  2. If after contacting your ISO, you feel your inquiry has not been resolved to your satisfaction, we invite you to fill out the
    Code of Conduct inquiry form by clicking the link below. TNS will investigate the complaint and attempt to resolve it. You can submit
    your complaint form to TNS using one of the following methods:

    • (i) Complete complaint form form online and click “submit” at the bottom of the form;
    • (ii) Download and print the form, fill it in with dark ink (blue or black) and submit a PDF electronically to TNS
      by email at customercare@nrttech.com, with “Merchant Complaint” in the subject line; or
    • (iii) Download and print the form, fill it in with dark ink (blue or black) and mail a hard copy to TNS at the following address:

      Attention: Merchant Complaint Department,
      10 Compass Court
      Toronto, Ontario
      M1S 5R3

    TNS recommends that where possible you use option (i) above as it is the fastest and most secure method of submitting your complaint form to us.

    We will send an acknowledgment receipt of your complaint within five (5) business days.
    Provide our final decision in writing within ninety (90) days of receiving the merchant complaint, along with:

    • A summary of the complaint;
    • The 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.
  3. If we cannot provide a response to you within 90 days, you will be informed of the delay, the reason for the delay and the expected response time.

  4. If, after following Step 2 above, your complaint is not resolved to your satisfaction, you may contact:

    Interac Corp. (Payment Card Network Operator)

    Or

    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

    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.