Visa Canada abides by, and requires its participants to comply with, the voluntary Code of Conduct for the Credit and Debit Card Industry (the Code of Conduct), The Code of Conduct was introduced by the Minister of Finance on May 17, 2010 and amended on April 13, 2015.
To review the Code of Conduct, please visit the Financial Consumer Agency of Canada (FCAC) website at:
The FCAC is an independent government agency that monitors the commitments made by payment card networks such as Visa, to comply with the Code of Conduct. While the FCAC monitors compliance, it does not, resolve individual complaints.
The following documents have been produced by the FCAC to help merchants, issuers and consumers understand the implications of the Code of Conduct. 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 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.
Code of Conduct Complaint Form
Please ensure that all requested information is provided. This form will be routed to Visa Canada, who will investigate the complaint and attempt to resolve it.
You may also request a hard copy of the form by contacting us.
Ask Visa Canada – Code of Conduct Inquiries
Email: [email protected]
Fax: 416-860-8873
Web: www.Visa.ca
3. 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: [email protected]
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9