Merchant Complaints relating to the Code of Conduct for the Payment Card Industry in Canada
Interac Corp. abides by the Code of Conduct for the Payment Card Industry in Canada (the Code of Conduct) (formerly the Code of Conduct for the Credit and Debit Card Industry in Canada) overseen by the Financial Consumer Agency of Canada (FCAC). If you have a complaint pertaining to the Code of Conduct, please read the following instructions.
If you’re a merchant or a prospective merchant and your question is related to the agreement or statement between you and your Acquirer, Downstream Participant, or payment processor, please contact them directly.
If after contacting your Acquirer, Downstream Participant, or payment processor, your inquiry has not been resolved, we invite you to file a complaint through one of the following options:
- Submit the Merchant Complaint Submission Form below
- Call us at 416-362-8550
- Send us an email at compliance.regulations@interac.ca
- By mail at:
Attention: Compliance & Enforcement Department
Interac Corp.
200 Bay Street
Royal Bank Plaza, North Tower
Suite 2400, P.O Box 45
Toronto, Ontario
M5J 2J1
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.
Please visit the FCAC’s website for more information on merchant rights under the Code of Conduct.
Following receipt of your complaint we will:
- Acknowledge receipt of your complaint within five (5) business days.
- Provide our final decision in writing within thirty (30) business days of receiving the merchant complaint, along with:
- A summary of the complaint
- The final result of the investigation
- The final decision, including an explanation
- Information on how to further escalate your complaint in the event of an unsatisfactory outcome
We will keep you notified and informed throughout the process of our review and investigation process. If we cannot provide a response to you within 30 business days, you will be informed of the delay, the reason for the delay, and the expected response time.
To assist us in reviewing your complaint please provide the following in the form provided below:
- 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 (Payment Card Network Operator), Acquirer or representative
- Copies of any supporting documentation (i.e. agreements, statements, correspondence from Acquirer or PCNO)
Nothing in the above process restricts you from filing complaints directly with the FCAC at any stage of the complaint process. 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, Downstream Participant, payment processor, financial institution and/or the FCAC in order to assist us in responding to your inquiry.
If you are a consumer and your situation is not related to the Code of Conduct, please refer to our Support page for further assistance