Complaint Handling Procedure
We appreciate your business and are dedicated to building strong and satisfying relationships with our merchants. We understand that concerns may arise and we provide the following detailed process to assist you in reporting and resolving any complaints you may have including those related to the Code of Conduct.
Code of Conduct for the Credit and Debit Card Industry in Canada
In August 2010, the Code of Conduct for the Credit and Debit Card Industry in Canada (Code of Conduct) was adopted by all payment card networks. The Code of Conduct sets out requirements to promote fair business practices and to ensure that merchants understand the costs and benefits associated with credit and debit cards. The FCAC supervises payment card network operators to monitor their compliance with the Code of Conduct.
Merchant Dispute Resolution Process
Step 1: Contact US
If you are a merchant of AptPay and have a concern pertaining to the Code of Conduct for the Credit and Debit Card industry, please contact us at 1-866-770-2194. You may also complete the Code of Conduct Complaint Handling Form online or you can print it and return it by email to [email protected].
To assist us in reviewing your complaint please provide the following in the form:
- 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 AptPay or representative
- Copies of any supporting documentation (i.e. agreements, statements, correspondence from AptPay)
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), if you are unable to complete the form and require assistance, we’re happy to help you by telephone. Call us toll-free at 1-866-770-2194.
Upon contacting AptPay, we will acknowledge receipt of your concern within 5 business days and open an investigation. Please provide all information that will assist us to investigate your issue. We will review your submission and do our best to resolve the issue within 30 days.
We will provide periodic updates regarding the case until resolution. At any time during the process, you can obtain an up-to-date status of your concern, including which step in the process your concern is in and what the next step is, by calling us at 1-866-770-2194.
Our Complaints Team will provide a resolution within 30 days of receiving your complaint, along with:
- A summary of the complaint;
- The final result of the investigation;
- Explanation of the proposed resolution; and
- Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).
If we cannot provide a resolution within 30 days, you will be informed of the delay, reason for the delay, and the expected response time.
Step 2: Contact Payment Card Networks and/or Financial Consumer Agency of Canada (FCAC)
If your concern relates to a potential Code violation, and you have been through step 1 and are not satisfied with the complaint resolution provided by AptPay or you have not received a final response within 90 days, you may direct your concern to the payment card network(s) (e.g. Visa, Mastercard, or Interac) or FCAC.
To Contact the Payment Card Network(s):
To contact the payment card networks that AptPay participates in please visit their Code of Conduct-related web pages listed below:
Visa – https://www.visa.ca/en_CA/run-your-business/merchant-resources/code-of-conduct.html
Mastercard – http://www.mastercard.com/ca/company/en/codeconduct.html
Interac – https://www.interac.ca/en/business/code-of-conduct/
To Contact the Financial Consumer Agency of Canada
The FCAC helps educate consumers, and it monitors industry codes of conduct and public commitments designed to protect the interests of consumers. If you have an industry code of conduct complaint, you may communicate your complaint – at any time – to the FCAC, either in person, by letter, by telephone, or through its website at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West