Complaint Handling Process

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

On April 16, 2010, the Department of Finance released the Code of Conduct for the Credit and Debit Card Industry in Canada (Code of Conduct). The Code of Conduct sets out requirements to promote fair business practices and to ensure that merchants understand the costs and benefits associated with credit and debit cards. The Financial Consumer Agency of Canada (FCAC) supervises payment card network operators to monitor their compliance with the Code of Conduct.

Complaint Handling Process

Interac Association has developed a Complaint Handling Process for addressing potential compliance matters related to the Code of Conduct. If you have a complaint regarding a Policy Element in the Code of Conduct, we encourage you to follow the complaint process outlined here.

Process

Step 1 - Identify the Issue:
Merchants should familiarize themselves with the Policy Elements contained in the Code of Conduct as they apply to Merchant-Acquirer relationships.

Step 2 - Contact Acquirer/Processor Representative:
If a Merchant believes its Acquirer's/Processor's conduct may be contrary to any of the Merchant-Acquirer Policy Elements, they are to report the issue to their Acquirer/Processor representative. The Acquirer/Processor representative will review the issue with the Merchant to determine the best possible resolution.

Step 3 - Escalate within Acquirer/Processor:
If a resolution cannot be achieved through Step 2, the Merchant can escalate the issue within the Acquirer/Processor's organization.

Step 4 - Report to Interac Association:
If a resolution cannot be achieved through Step 3, the Merchant may submit a complaint to Interac Association using the Online Complaint Submission form.

You will be asked a series of questions to ensure we have adequate information to investigate your complaint. Interac Association staff will work with you and your Acquirer/Processor representative to facilitate communication to help both sides come to a resolution.

Other Options

Financial Consumer Agency of Canada (FCAC)
FCAC supervises federally regulated financial institutions and payment network operators to ensure they comply with federal consumer protection laws and voluntary commitments and Codes of Conduct. Merchants can refer to the FCAC's website at www.fcac.gc.ca for information related to the Code of Conduct, and Frequently Asked Questions. Contact details for each payment card network are located under the "News" section of the website.

If you have a complaint about a potential violation of the Code of Conduct, you may also contact the FCAC at:

Financial Consumer Agency of Canada
6th Floor, 427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Phone: 1-866-461-FCAC (3222)
Fax: 1-866-814-2224

Merchant Associations
Merchant associations may also be able to provide you with useful information in connection with the Code of Conduct from a Merchant perspective. For additional information, please refer to the Information piece for merchant associations.