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Merchant Complaint Submission

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

If you have a complaint pertaining to the Financial Consumer Agency of Canada’s Code of Conduct for the Credit and Debit Card Industry, please read the following instructions and complete the Online Submission form.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), if you are unable to complete this form and require assistance, we’re happy to help you by telephone. Call us at 416.362.8550 or toll-free at 1-855-789-2979.

  1. Mandatory Information: All form fields below must be completed in detail.
  2. Contact Information: We require your contact information so that we are able to get in touch with you if we need further information.
  3. Complaint Information: The information you provide in this section will assist us in determining the nature of your complaint. We will require different information depending on the Policy Element selected. From the drop-down menu, select the Policy Element that best describes the type of complaint and complete the remaining fields displayed.

Use the form below to describe the nature of your complaint as it applies to the Policy Element you have selected. It must include the steps you have taken up until this point.

  • Your Info

  • Merchant Info

  • Acquirer Info