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 Ministry of Finance website at: http://www.fin.gc.ca/n10/data/10-049_1-eng.asp.

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.

If you have a complaint concerning a potential violation of the Code, you can contact the FCAC by:

Telephone: 1-866-461-3222
Email:
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 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.

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.

  2. 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

  3. If Step 2 does not resolve the complaint to your satisfaction, you may also contact the Financial Consumer Agency of Canada (FCAC).

    Telephone: 1-866-461-3222
    Email:
    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.