AptPay Canada Code of Conduct Complaint Handling Form

AptPay Canada Code of Conduct Complaint Handling Form

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AptPay Canada Code of Conduct Complaint Handling Form

AptPay Canada Code of Conduct Complaint Handling Form

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

Name

Merchant Account Number

Merchant Business Name

Merchant Address

Phone Number

Email

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

Policy Element 1- Transparency and disclosure

Policy Element 2 – Notice of fee increases or new fees

Policy Element 3 - Cancellation of contract

Policy Element 4 – No obligation acceptance

Policy Element 5 - Discounts for methods of payment

Policy Element 10 - Negative option acceptance

Policy Element 11 - Contactless payments

Policy Element 12 - Cancellation and renewal terms and conditions

Policy Element 13 - Dispute resolution process

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