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Canadian Merchants Code of Conduct and Privacy Information
How to handle Code of Conduct issues
If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada , you may file a complaint via:
Phone
Please call:
Complete and submit Code of Conduct Inquiry Form to:
Send form to:
Discover Global Network,
6D-7398 Yonge St PMB 902
Thornhill, ON L4J 8J2
Code of Conduct Inquiry (Code de Conduite formulaire de demande)
English
Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Payment Card Industry in Canada .
Process after a complaint is filed
Following receipt of your complaint we will:
If we cannot provide a response to you within 20 business days (or 30 business days if we are acting as a PCNO and not as a merchant acquirer) you will be informed of the delay, reason for the delay, and the expected response time.
To assist us in reviewing your complaint, please provide the following, where applicable:
Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:
-
Phone:
1-866-461-3222 -
Email:
info@fcac-acfc.gc.ca -
Mail:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.
Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.