Mastercard adopted what is now known as the Code of Conduct for the Payment Card Industry in Canada (the “Code of Conduct”) in 2010. As part of this Code of Conduct, merchants and cardholders can submit inquiries or complaints 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 payment processor. Please refer to your statement for contact information.
If after contacting your acquirer or payment processor you feel your inquiry has not been resolved to your satisfaction, we invite you to fill out a Code of Conduct inquiries form.
Mastercard Code of Conduct complaint handling procedure summary for merchants
If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada, you may file a complaint through a variety of channels:
- our website
- by email, or
- by mail at Mastercard Canada, 600-121 Bloor Street East, Toronto, Ontario, M4W 3M5 (Attention: Code of Conduct Compliance, Regulatory Affairs).
Please visit the Financial Consumer Agency of Canada (FCAC)’s website for more information on merchant rights under the Code of Conduct for the Payment Card Industry in Canada.
Following receipt of your complaint, we will:
- Acknowledge receipt of your complaint within five (5) business days.
- Keep you notified and informed throughout the process.
- 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; 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 30 business days, we will inform you of the reason for 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
- key dates, such as when the concern occurred, and when you contacted the acquirer or payment processor
- other pertinent details, such as the name of the person at the acquirer or processor with whom you were liaising
- copies of any supporting documentation (e.g., agreements, statements, correspondence from acquirer/payment card network)
Nothing in the above process restricts the merchant from filing complaints directly with the FCAC at any stage of the complaint process. Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a PCNO’s non-compliance with Code obligations.
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2
Please note that we may share the information you submit with your acquirer, processor or financial institution in order to assist us in answering your concerns.
