Merchant Resources

Code of Conduct

Debit and Credit Code of Conduct

Code of Conduct

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

Visa Canada abides 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 FCAC website at:

http://www.fcac-acfc.gc.ca/Eng/forIndustry/publications/lawsReg/Pages/CodeofCo-Codedeco.aspx

The Financial Consumer Agency of Canada (FCAC)

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.

The FCAC will determine whether the payment card network is in compliance. It will not, however, resolve individual complaints.

The following documents have 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's Process for Resolving Complaints

Visa has an established process for managing potential Code of Conduct compliance violations. If you have a complaint about a particular element of the Code of Conduct, please follow the process below:

  1. If you are a Visa merchant, please contact the Visa Acquirer/Payment Processor that processes your Visa payments. If you are a Visa cardholder, please contact the financial institution that issued your Visa card. These entities must be contacted initially and are generally the best equipped to resolve a complaint.
  1. If Step 1 does not resolve the complaint to your satisfaction, please complete the Code of Conduct Complaint Form by clicking below.
  • Please ensure that all information requested is provided.
  • This form will be routed to Visa Canada, who will investigate the complaint and attempt to resolve it.

Code of Conduct Complaint Form

The complaint form can be downloaded completed by hand and sent to Visa by either scanning, emailing, faxing or mailing the completed form. You may also request a hard copy of the form by contacting us.

Contact details for Visa Canada are as follows:

Ask Visa Canada

77 King Street West, Suite 4400
Toronto, ON
M5K 1J5
Phone: 416-367-8472
Fax: 416-860-8873
Email: ask@visacanada.com

  1. If Step 2 does not resolve the complaint to your satisfaction, you may also contact the Financial Consumer Agency of Canada (FCAC). Contact details for the FCAC are included below:

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

Information on Interchange

For information and to review Visa’s Interchange Rates, click here.