Code of Conduct Complaint Handling Process
Paystone is committed to adhering to the provisions of the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code of Conduct”).
If you believe that Paystone is not complying with the Code of Conduct, please follow the process below to submit your complaint to us.
1. File a Formal Complaint
You may file a formal Code of Conduct complaint with Paystone:
By Email: firstname.lastname@example.org
By Mail: Paystone 3200 Wonderland Road South London, Ontario N6L 1A6 Attention: Compliance Officer
When submitting your complaint, please provide us with the following details, where applicable, to assist us in reviewing and responding to your complaint:
i. a summary of your concerns;
ii. the name of the representative you were dealing with;
iii. the date the concern occurred
iv. the date that you spoke with anyone else regarding the issue;
v. copies of any supporting documentation relevant to your complaint.
2. Resolving your Complaint
Once Paystone receives your complaint, we will acknowledge receipt of your complaint within 5 business days and provide our final decision to you, in writing, within 90 days of receiving your complaint. Our response to you will contain:
i. A summary of the complaint;
ii. The final result of our investigation;
iii. An explanation of our final decision; and
iv. Information on how to escalate your complaint in the event that you are dissatisfied with the outcome.
If we cannot provide a response to you within 90 days, you will be informed of the delay, the reason for the delay and our expected response time. Please note that any information you submit to Paystone through this complaint handling process may be shared with your payment card network, acquirer, processor or financial institution to assist us in responding to and resolving your complaint.
The Finacial Consumer Agency of Canada
If your complaint is not resolved through Paystone's internal complaint handling process, you may contact the Financial Consumer Agency of Canada (FCAC). The FCAC supervises compliance with the Code of Conduct for the Credit and Debit Card Industry in Canada. Please note that 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 the following channels:
Mail: Financial Consumer Agency of Canada 6th Floor, Enterprise Building 427 Laurier Avenue West Ottawa, Ontario K1R 1B9
For more information on the Code of Conduct, please visit:
Code of Conduct for the Credit and Debit Card Industry in Canada
Code de conduite destiné à l’industrie canadienne des cartes de crédit et de débit
File a Code of Conduct Complaint
If there is a potential violation of the Code of Conduct that you would like to bring to our attention, please complete the following:
Element 1 - Increased Transparency and Disclosure by Payment Card Networks and Acquirers to Merchants
Element 2 - Payment card network rules will ensure that merchants will receive a minimum of 90 days notice of any fee increases or the introduction of a new fee related to any credit or debit card transactions, or a reduction in applicable interchange rates. Payment card networks will provide at least 90 days notice to acquirers for rate and/or fee changes and at least 180 days notice for structural changes
Element 3 - Payment card network rules will ensure that following notification of a fee increase or the introduction of a new fee, or a reduction in applicable interchange rates not passed on to merchants, merchants will be allowed to cancel their contracts without penalty
Element 4 - Payment card network rules will ensure that merchants who accept credit card payments from a particular network will not be obligated to accept debit card payments from that same payment card network, and vice versa
Element 5 - Payment card network rules will ensure that merchants will be allowed to provide discounts for different methods of payment (e.g. cash, debit card, credit card). Merchants will also be allowed to provide differential discounts among different payment card networks
Element 6 - Competing domestic applications from different networks shall not be offered on the same debit card. However, non-competing complementary domestic applications from different networks may exist on the same debit card. In mobile wallets or mobile devices, debit payment credentials from payment card networks must be represented as separate payment applets
Element 7 - Payment card networks will ensure that co-badged debit cards are equally branded. All representations of payment applets in a mobile wallet or mobile device, and the payment card network brands associated with them, must be clearly identifiable and equally prominent
Element 8 - Payment card network rules will ensure that debit and credit card functions shall not co-reside on the same payment card and that consumers shall have full and unrestricted control over default settings on mobile devices and mobile wallets to select such debit or credit payment applets
Element 9 - Payment card network rules will require that premium credit and debit cards may only be given to consumers who apply for or consent to such cards. Premium cards, and the payment applets that link to premium card payment credentials, should clearly indicate that they are premium products (e.g. display clear and prominent branding used by the payment card networks to identify them as premium products). In addition, premium payment cards shall only be given to a well-defined class of cardholders based on individual spending, assets under management, and/or income thresholds and not on the average of an issuers portfolio
Element 10 - Payment card network rules will ensure that negative option acceptance is not allowed
Element 11 - Payment card network rules will not require that merchants accept contactless payments at the point-of-sale, or to upgrade point-of-sale terminals to enable contactless payments.
Element 12 - Payment card network rules will require that information about merchant- acquirer agreements, including cancellation and renewal terms and conditions, will be disclosed in a way that is clear, simple and not misleading
Element 13 - Payment card network rules will require that merchants have access to a clear dispute resolution process that provides for an investigation and timely response of complaints pertaining to the Code