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To send your inquiry about a particular element of the Code of Conduct, please complete the form below.

If your inquiry is not regarding the Code of Conduct please visit our support section for help.

Please note that the information collected on this form/web page may be shared with your acquirer, processor or financial institution in order to assist us in answering your inquiry.

  1. Increased transparency and disclosure by payment card networks and acquirers to merchants
    • 1 a. Card Processing Applications (coming into effect April 30, 2025)
    • 1 b. Merchant Agreements
    • 1 c. Merchant Statements (coming into effect April 30, 2025)
  2. Notice to Acquirers of PCNO Core Fee Changes (coming into effect April 30, 2025)
  3. Ability to Cancel Agreements without Penalty (coming into effect April 30, 2025)
  4. Notice to Merchants of Acquirer/Processor Fee and PCNO Core Fee Changes (coming into effect April 30, 2025)
  5. Limited Acceptance – Merchant Choice
  6. Negative Option Acceptance Not Allowed
  7. Renewal of Merchant Agreements and Related Service Agreements
  8. Discounts for Different Payment Methods
  9. Competing Domestic Debit Card Applications
  10. Separation of Payment Card Functions
  11. Provisioning to Devices
  12. Premium Cards
  13. Branding of Cards

If your concern is related to an element coming into effect on April 30, 2025, you may still make a complaint under the related element of the Code in effect until October 30, 2024—

  1. Increased transparency and disclosure by payment card networks and acquirers to merchants
  2. Payment card network rules will ensure that merchants will receive a minimum of 90 days’ notice of any fee increases or the introduction of a new fee related to any credit or debit card transactions, or a reduction in applicable interchange rates. Payment card networks will provide at least 90 days’ notice to acquirers for rate and/or fee changes and at least 180 days’ notice for structural changes.
  3. Payment card network rules will ensure that following notification of a fee increase or the introduction of a new fee, or a reduction in applicable interchange rates not passed on to merchants, merchants will be allowed to cancel their contracts without penalty.
  4. Payment card network rules will ensure that merchants who accept credit card payments from a particular network will not be obligated to accept debit card payments from that same payment card network, and vice versa.

 

Please see the FCAC website for more details about the Code of Conduct—including detailed descriptions of each particular element, different versions of the Code, and the effective dates.

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