Code of Conduct for the Payment Card Industry in Canada
Code of Conduct for the Credit and Debit Card Industry
If you have a concern pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may contact us through a variety of channels:
• our toll-free number 1 800 848 2974
• by email at: compliance@pspservicesco.com
• by mail at: 400 Applewood Crescent, Suite 200,
• Vaughan, Ontario, L4K 5C7
• or by completing the form on this page
To assist us in reviewing your complaint, please provide the following, 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 our representative,
• copies of any supporting documentation (i.e. agreements, statements, correspondence)
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.
Following receipt of your complaint, we will:
• acknowledge receipt of your complaint within five (5) business days.
• investigated and addressed within a maximum of 20 business days, along with according to order of urgency; and the complainant is kept notified and informed throughout the process.
Acquirers and/or Downstream Participants must investigate all complaints within a reasonable time and provide a substantive written response to merchants that consists of either an offer to resolve the complaint or a denial of the complaint with reasons.
A merchant must be provided the following promptly after their complaint has been investigated and addressed:
• a summary of the complaint
• the final result of the investigation,
• anexplanation of the final decision,
• information on how to further escalate your complaint in the event of an unsatisfactory outcome.
If a response cannot be provided within 20 business days (or 30 business days for PCNOs), the merchant must be informed of the reason for the delay and the expected response time.
PSP Services is compliant with the FCACs revised Code of Conduct for the Payment Cardy Industry in Canada (Code) effective October 30, 2024.
PSP Services has adopted the “Code Complaint Handling Process” as outlined by the FCAC, for full details of the “Code Complaint Handling Process” please refer to the following website: Code of Conduct for the Payment Card Industry in Canada.
Please visit the Financial Consumer Agency of Canada’s website for more information.
If you believe PSP Services conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue directly with the Financial Consumer Agency of Canada (FCAC) to file a Code of Conduct Complaint.
Telephone: 1-855-823-8783
Email: info@fcac-acfc.gc.ca
Write to:
Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Ave. West, Ottawa, ON K1R 1B9
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.
FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers. Please note that the information being submitted may be shared with your PCNO, acquirer, processor, or financial institution in order to assist us in answering your concerns.
PSP Services is compliant with the FCACs revised Code of Conduct for the Payment Cardy Industry in Canada (Code) effective October 30, 2024.
PSP Services is compliant with the FCACs revised Code of Conduct for the Payment Cardy Industry in Canada (Code) effective October 30, 2024.
If you believe PSP Services’ conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue directly with the Financial Consumer Agency of Canada (FCAC) to file a Code of Conduct Complaint.
Telephone: 1-855-823-8783
Email: info@fcac-acfc.gc.ca
Write to:
Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Ave. West, Ottawa, ON K1R 1B9
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
Interchange Rates
Per Code of Conduct, Acquirers are to make information easily available to merchants on our website regarding all applicable standard interchange rates, wholesale discount rates and acquiring network assessment fees. Merchants can reference the materials below for all of the aforementioned fees.
MasterCard: https://www.mastercard.ca/en-ca/business/overview/interchange/merchant-interchange-rates.html
