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Visa Canada has agreed to abide by the voluntary Code of Conduct for the Credit
and Debit Card Industry, introduced by the Minister of Finance on May 17, 2010.
To review a copy of the code, please visit the Ministry of Finance website at:
http://www.fin.gc.ca/n10/data/10-049_1-eng.asp.
In addition to Visa's commitment to comply with the Code of Conduct, there is an
independent government agency that monitors the payment card networks. The Financial
Consumer Agency of Canada (FCAC) oversees payment card networks, such as Visa, to
monitor compliance with the Code.
If you have a complaint concerning a potential violation of the Code, you can contact
the FCAC by:
Telephone: 1-866-461-3222
Email:
info@fcac-acfc.gc.ca
Write to: Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
The FCAC will determine whether the payment card network is in compliance. It will
not, however, resolve individual complaints.
The following documents have also been produced by the FCAC to help merchants, issuers
and consumers understand the implications of the Code. Please click on the relevant
links to learn more and contact the FCAC directly if further clarification is required.
For more information about the FCAC, please visit
www.fcac-acfc.gc.ca.
Visa has an established process for managing potential compliance violations with
respect to the Code of Conduct. If you have a complaint with respect to a particular
element of the Code of Conduct, please follow the following process:
1. If you are a Visa merchant, please contact the
Visa acquirer
or acquirer processor which processes your Visa payment. If you are a Visa cardholder,
please contact the
financial institution
which issued your Visa card. These entities must be contacted initially and are
generally the best equipped to resolve a complaint.
2. If step 1 does not resolve the complaint to your satisfaction please complete
the Code of Conduct Compliance Form by clicking below. Please ensure that all information
requested is provided. This form will be routed to Visa Canada, who will review
the complaint and attempt to resolve it.
3. If step 2 does not resolve the complaint to your satisfaction, you may also contact
the Financial Consumer Agency of Canada (FCAC). See above for contact details.
For information and to review Visa’s Interchange Rates,
click here.
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