AptPay Canada Code of Conduct Complaint Handling Form

If you are a merchant doing business in Canada and have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry you may file a complaint through a variety of channels:

  • email
  • calling our toll free number at 1.866.770.2194
  • Completing the form below and clicking Submit

    Business Info

    The policy element of the Code of Conduct that the complaint pertains to: Please select all that apply

    Complaint Details

    AptPay Canada Code of Conduct Complaint Handling Procedure

    Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry.

    Following receipt of your complaint we will:

    • Acknowledge receipt of your complaint within five (5) business days.
    • Provide our final decision in writing within ninety (90) days of receiving your complaint, along with:
      • A summary of the complaint;
      • The final result of the investigation;
      • Explanation of the final decision; and
      • Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

    If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.

    To assist us in reviewing your complaint please have available the following, where applicable:

    • a summary of your concerns,
      details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to Payment Card Network
    • Organizations (PCNO), AptPay or representative,
      copies of any supporting documentation (i.e. agreements, statements, correspondence from PCNO),

    And

    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: [email protected]
    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 the PCNOs, FCAC, or financial institutions in order to assist us in answering your concerns.

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