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Code of Conduct — Complaints

Tuio Payments Inc. (“TUIO”) is committed to fair treatment of our merchants and compliance with the Code of Conduct for the Payment Card Industry in Canada. If you have a concern related to the Code of Conduct, we want to hear from you.

How to Submit a Complaint

You can submit a complaint by contacting us through any of the following:

  1. Email: [email protected]
  2. Mail: Tuio Payments Inc., 2967 Dundas St. W. #1533, Toronto, ON M6P 1Z2
What to Include in Your Complaint

To help us investigate your concern, please provide:

  1. Your name and contact information
  2. Your merchant business name and merchant number (if applicable)
  3. A summary of your concern, including relevant dates
  4. The name of any TUIO representative you spoke with
  5. Copies of any supporting documents (agreements, statements, correspondence)
  6. The policy element of the Code of Conduct your complaint relates to (if known)

Our Complaint Handling Process

When we receive your complaint, we will:

  1. Acknowledge receipt within 5 business days.
  2. Investigate your complaint and work toward a resolution.
  3. Provide a final written response within 20 business days of receiving the complaint. Our response will include: a summary of your concern, the results of our investigation, an explanation of our decision, and information on how to escalate further if you are unsatisfied.

If we require additional time beyond 20 business days, we will inform you in writing of the reason for the delay and the expected timeframe.

If You Are Not Satisfied

If you are not satisfied with TUIO’s resolution, you have the right to escalate your complaint to our acquiring partner:

Peoples Trust Company

  1. Email: [email protected]
  2. Merchant Dispute Resolution: Peoples Trust Company — Resolving Your Concerns

You may also contact the relevant Payment Card Network Operator (e.g. Visa, Mastercard, Interac) or the Financial Consumer Agency of Canada (FCAC) if your complaint remains unresolved.

TUIO VIRTUAL ASSISTANT

A TUIO VIRTUAL ASSISTANT helps you manage your accounts efficiently by:
  • Running monthly reports of overdue parent invoices and sending you the details for review
  • Following up directly with parents responsible for overdue invoices (unless you inform us otherwise), helping you achieve zero accounts receivable in the system
  • Archiving students and programs
  • Recording invoices as paid (when applicable)
  • Updating forms and form submissions
Additionally, you can always ask your TUIO Virtual Assistant to:
  • Create and update forms
  • Generate tax receipts
  • Set up programs and payment plans
  • Bill students for tuition or other fees
  • and manage anything else you need!

Our TUIO Virtual Assistant also acts as a consultant for your school’s operations, bridging the gap between administration and parents. This dedicated support enhances your overall management efficiency and is always available to provide significant added value.