Canadian Code of Conduct Complaint

The Financial Consumer Agency of Canada (the “FCAC”) has established a Code of Conduct for the Credit and Debit Card Industry (the “Code”), a copy of which is available at the FCAC’s website.

ASF has established a process for managing potential Code compliance violations. If you have a complaint about a particular element of the Code, please submit your complaint to [email protected] and include all of the following information:

  • Your name
  • Your preferred contact information (email and/or phone)
  • Business name on your ASF account
  • Business address with territory specified
  • Name and email address of administrator on your ASF account
  • Your ASF Merchant ID
  • The Code element or elements (you may specify more than one) that the complaint pertains to:
    • Element 1: Transparency and Disclosure Element
    • Element 2: Notice of fee increase or new fee Element
    • Element 3: Contract Cancellation
    • Element 4: No Obligation Acceptance
    • Element 5: Payment Method Discount Element
    • Element 10: Negative Option Acceptance
    • Element 11: Contactless Payments
    • Element 12: Renewal and Cancellation Disclosure
    • Element 13: Complaint Handling Process
  • A General summary of your complaint
  • Any supporting documents you may have.

Please ensure that all information requested is provided so that we may appropriately investigate the matter. Per the Code, we will acknowledge receipt of your email within 5 days of receipt. We will either resolve the complaint within 90 days or provide you information as to why it has not been resolved within such period.

If ASF does not resolve the complaint to your satisfaction, you may also contact:

Financial Consumer Agency of Canada (FCAC)Email: [email protected]
Phone: 1-866-461-3222
Mail: Financial Consumer Agency of Canada (FCAC) 6th Floor, Enterprise Building 427 Laurier Ave. West Ottawa, ON K1R 1B9
Visa Canada[email protected] | Fax: 416-860-8873 | www.visa.ca
Mastercard Canada[email protected] | Call: 416-365-6655 | www.mastercard.ca | Mail: Mastercard Canada, 600 – 121 Bloor St. E, Toronto, Ontario, M4W 3M5 (Attn. Code of Conduct Compliance)
American Express CanadaOnline: https://www.americanexpress.com/ca/en/merchant/complaint/merchant-network-complaint-handling-procedures.html
Mail: P.O Box 3204, Station “F”, Toronto, Ontario, M1W 3W7, Attn: Manager Merchant Customer Care Support
WorldPayhttps://www.fisglobal.com/en/merchant-solutions-worldpay/complaints