Code of Conduct Complaint Resolution
Should you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you can file a complaint by several means:
Email: Online form below
Mail: PayFacto Payments, 1 Place du Commerce Suite #402, Verdun, QC, H3E 1A2
Note that you can choose to directly file a complaint with Peoples Trust or Interac with regards to Code of Conduct non-compliance.
To contact Peoples Trust:
Mail: 95 Wellington Street W, Toronto, ON, Canada, M5J 2N7
To contact Interac, please visit: https://www.interac.ca/en/merchant-complaint-submission
Submit a Complaint
When submitting a complaint, you shall provide a summary of your concerns with as much detail as possible, the date on which the issue occurred, names of the people you spoke to regarding this matter, and copies of any supporting documentation (i.e. agreements, statements).
PayFacto will acknowledge the receipt of your complaint within five (5) business days and provide its final decision within thirty (30) working days. Such decision will include:
- The complaint summary
- The investigation results
- Explanation of the final decision
- Information on how to further escalate the complaint
Should we fail to provide a final decision within thirty (30) working days, we will inform you of the new expected response timeline.
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 in Canada and to determine which Policy Element applies to your complaint.
You can also submit a complaint directly with the FCAC by using this link: https://itools-ioutils.fcac-acfc.gc.ca/Forms-Formulaires/InqComp-PlaDemRes-eng.aspx?lang=eng