MasterCard Canada

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

Canada adopted the Department of Finance's Code of Conduct for the Credit and Debit Industry in Canada in 2010. As part of this Code of Conduct, merchants and cardholders can submit inquiries relating to the elements of the Code of Conduct. To ensure that Canada's payment system continues to be innovative, secure and reliable for all the payment industry members, we welcome your feedback.

Merchants
If you are a merchant or prospective merchant and your question is related to your contract or statement with your acquirer or payment processor, we ask that you first contact the acquirer or processor. Please refer to your statement for contact information.

If after contacting your acquirer or, processor, you feel your inquiry has not been resolved to your satisfaction, we invite you to fill out a Code of Conduct inquiries form by clicking the link below.

For inquiries not related to the Code of Conduct including surcharging, failing to honour all cards, minimums, and acceptance problems please visit our support section.

MasterCard Statement
MasterCard supports the revisions to the Code of Conduct announced by the Government of Canada. MasterCard believes the revisions will make the payments industry more transparent while maintaining the value and benefit of new payment technologies to merchants. “MasterCard has been an active and engaged partner at the table to ensure balance is maintained and that electronic payments are safe, secure and convenient for merchants and consumers,” said Betty DeVita, President, MasterCard Canada.

Code of Conduct for the Credit and Debit Card Industry in Canada
http://www.fin.gc.ca/n15/data/15-040_1-eng.asp

CG-10 Code of Conduct for the Credit and Debit Card Industry in Canada - Increased Disclosure in Sales and Business Practices and Cancellation of Contracts without Penalty
http://www.fcac-acfc.gc.ca/Eng/forIndustry/publications/commissionerGuidance/Pages/CG10Code-DC10Code.aspx

Code of Conduct Inquiries
Click here



Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) monitors compliance with the Code of Conduct by the payment card networks. If you have any concerns regarding compliance with the Code of Conduct, you may also contact the FCAC directly:

Write to:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9

Call:
1.866.461.3222

Email:
info@fcac-acfc.gc.ca

Please note that while the FCAC will determine whether the payment card network is in compliance with the Code of Conduct, it will not resolve the individual complaints.


To learn more about your rights under the Code of Conduct and to learn more about payment cards generally, we encourage you to visit the FCAC’s Merchant Information Page.