Resolving Your Complaint: Code of Conduct for the Payment Card Industry in Canada

We Value Providing Great Service

Chase Merchant Services is pleased to affirm its commitment to the the Code of Conduct for the Payment Card Industry in Canada, including the enhancements to the Code of Conduct introduced by the Minister of Finance on October 30, 2024.

As we support the transparency and choice the Code of Conduct provides to merchants across Canada, we have established a process for handling Code of Conduct compliance concerns and will manage any complaint pertaining to the Code of Conduct efficiently, professionally and respectfully.

If you believe that Chase is not complying with a particular element of the Code of Conduct, please follow the process below to submit your complaint to us.

Step 1: File a Formal Complaint

You may file a formal Code of Conduct complaint through the following channels:

Telephone: Call us toll free 24 hours a day, 7 days a week at 1.800.265.5158

Online: Complete in full the Code of Conduct Complaint Handling Form

No matter in which manner you submit your complaint, it is important that you provide the following details, where applicable, to assist us in reviewing your complaint:

• A summary of your concerns
• The name of the person you were dealing with at Chase
  
• The date the concern occurred
• The date that you spoke with anyone else regarding this issue, including as applicable, the Independent Sales Organization, the Payment Card Network (e.g. Visa, MasterCard) etc.

Please note that copies of supporting documentation (i.e. agreements, statements, correspondence from acquirer) may be requested by Chase Merchant Services to resolve your complaint.

Step 2: Resolving Your Complaint

Once we receive your formal complaint, we will:

• Acknowledge receipt of your complaint within five (5) business days
• Provide our final decision in writing within twenty (20) business days of receiving your complaint, along with:
  • A summary of the complaint
  • The final result of the investigation
  • Explanation of the final decision
  • Information on how to further escalate your complaint in the event of an unsatisfactory outcome

If we cannot provide a response to you within 20 business days you will be informed of the delay, reason for the delay, and the expected response time.

The Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises Payment Card Network Operators to determine whether they are in compliance with the provisions of the Payment Card Networks Act and the elements of the Code of Conduct for Credit and Debit Card Industry in Canada. It also educates consumers and monitors industry Codes of Conduct and public commitments designed to protect consumer interests.

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.

Nothing restricts you from directly filing a complaint with the FCAC to investigate non-compliance with the Code of Conduct. However, the FCAC is not a dispute-resolution agency for consumers in their individual dealings with Payment Card Networks or acquirers.

The FCAC can be reached via:

Please note that the information being submitted may be shared with your Payment Card Network, acquirer, processor or financial institution in order to assist us in answering your concerns.