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If you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels:

  • Online: Filling out the form below
  • Telephone: Using our toll free number 1.855.301.6060
  • Email: info@paycanada.com, or
  • Mail: 80 Bloor St West, Suite 1101, Toronto, ON. M5S 2V1

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


Following receipt of your complaint we will:

  • Acknowledge receipt of your complaint within five (5) business days.
  • Provide our final decision in writing within ninety (90) days of receiving your complaint, along with:
    • A summary of the complaint;
    • The final 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.

If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.


To assist us in reviewing your complaint please provide the following, where applicable:

  • ​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, acquirer or representative,
  • copies of any supporting documentation (i.e. agreements, statements, correspondence from acquirer or PCNO).

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


Complaint Handling Form

Required fields are marked with an asterisk*

Name of Person Submitting the Complaint *

Merchant Business Name *

Merchant Street Address *

City *

Province/Territory *

Postal Code *

Phone Number *

E-mail Address *

Subject

Name of Acquirer

Date Merchant Spoke with Acquirer

Name of Payment Processor

Merchant Number *

Name of Acquirer Representative

The policy element of the Code that the complaint pertains to *

Please Provide a Summary of Your Complaint

You can send supporting documents once you have submitted your complaint. You will receive a confirmation email after you submit this form, to which you can reply with attachments of relevant documents.

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