CODE OF CONDUCT
The Code of Conduct for the Credit and Debit Card Industry in Canada
The Code of Conduct for the Credit and Debit Card Industry was introduced by the Minister of Finance on May 17, 2010, and enhanced on April 13, 2015. Its purpose is to demonstrate the industry’s commitment to:
Ensuring that merchants are fully aware of the costs associated with accepting credit and debit card payments thereby allowing merchants to reasonably forecast their monthly costs related to accepting such payments.
Providing merchants with increased pricing flexibility to encourage consumers to choose the lowest-cost payment option.
Allowing merchants to freely choose which payment options they will accept.
For more information on the Code of Conduct, please visit:
https://www.canada.ca/en/financial-consumer-agency.html (English)
https://www.canada.ca/fr/agence-consommation-matiere-financiere.html (French)
Interchange Disclosure
For more information on interchange for Visa and MasterCard card acceptance, please visit:
https://www.visa.ca/en_CA//support/small-business/interchange.html - English
https://www.visa.ca/fr_CA//support/small-business/interchange.html - French
https://www.mastercard.ca/en-ca/business/overview/interchange/merchant-interchange-rates.html - English
https://www.mastercard.ca/fr-ca/entreprises/petites-et-moyennes-entreprises/interchange.html - French
ProPay’s Process for Resolving Code of Conduct Complaints
If you have a complaint regarding a Code of Conduct violation, you may contact ProPay in any of the following ways:
Phone: Contact customer service at 1.800.485.5902
Email: compliance@propay.com
Mail : Compliance Department
2675 West 600 North,
Lindon, UT 84042
USA
Following receipt of your complaint, we will acknowledge receipt of your complaint within five business days, and provide our final decision in writing within ninety days along with:
A summary of the complaint
The final result of the investigation
Explanation of the final decision
If we cannot provide a response to you within ninety 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 provide the following information, 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 representative
Copies of any supporting documentation
If this does not resolve your complaint, you may also contact the Financial Consumer Agency of Canada (FCAC). Contact details for the FCAC are included below:
Phone: 1-866-461-3222
Email : info@fcac-acfc.gc.ca
Mail : Financial Consumer Agency of Canada
https://www.canada.ca/en/financial-consumer-agency.html (English)
https://www.canada.ca/fr/agence-consommation-matiere-financiere.html (French)