Code of Conduct

The Code of Conduct for the Payment Card Industry in Canada

Visa Canada abides by, and requires its participants to comply with, the voluntary Code of Conduct for the Payment Card Industry (the Code of Conduct). The Code of Conduct was introduced by the Minister of Finance on May 17, 2010, amended on April 13, 2015 and on May 24, 2024.

To review the Code of Conduct, please visit the Financial Consumer Agency of Canada (FCAC) website at:

https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html

The Financial Consumer Agency of Canada (FCAC)

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 FCAC has information available to help merchants, issuers and consumers understand their rights and obligations under the Code of Conduct. Please visit the FCAC to learn more and contact the FCAC directly for more information on the Code of Conduct.

 

Visa's Process for Resolving Merchant Complaints Relating to the Code of Conduct for the Payment Card Industry in Canada

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

  1. If you are a Visa merchant, first contact the Visa Acquirer/Payment Processor that processes your Visa payments. These entities must be contacted initially and are generally best equipped to resolve a complaint.
  2. If you have completed Step 1 and would still like to submit your complaint to Visa, please complete and submit the Complaint Form below.
  3. Refer to the Code of Conduct when providing details of your complaint.
  4. Complete all required fields and click the submit button below to have your submission routed for review and response.

Complaint Form

Alternatively, complete this form and submit it to the email address shown below.

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.

Contact Details for Visa Canada

Ask Visa Canada – Code of Conduct Inquiries

Email: [email protected]

Web: www.visa.ca

You may also contact the Financial Consumer Agency of Canada (FCAC) directly.

FCAC Contact Details

Submit a Code Complaint or Question

Email: [email protected]

Phone
English: 1-866-461-FCAC (3222)
French: 1-866-461-ACFC (2232)
Outside Canada: 613-960-4666

Mailing Address
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 1B9

If your situation is not related to the Code, please visit our Contact Us page for further assistance.