Statement of Code of Conduct

Kapcharge has adopted the Code of Conduct for the Credit and Debit Card Industry in Canada (Code) and abides by the policies outlined to ensure compliance. As it relates to the Code, we provide the following detailed process to assist you in reporting and resolving any concerns you may have.

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.

Code of Conduct Resolution

Concerns Regarding the Canadian Code of Conduct

If you have concerns about the Code of Conduct for the Credit and Debit Card Industry, submit your inquiry via our online support form.

Upon contacting us, we will acknowledge receipt of your concern within five business days and open an investigation.

We will provide a resolution within 30 days of receiving the concern alongside the following:

  • The complaint summary
  • The investigation results
  • Explanation of the final decision
  • Information on how to further escalate the complaint

If we cannot resolve the issue within 30 days, you will be informed of the delay, the reason, and the expected response time.

If you believe that our 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 to your acquirers of the record to file a Code of Conduct Complaint.

Should you have a complaint about the Code of Conduct for Credit Card processing, you can file a complaint via our online support form.

Should you have a complaint about the Code of Conduct for Visa Direct, you can file a complaint to:

  • Email: [email protected]
  • Phone: 1.844.304.2083
  • Mail: 95 Wellington Street W, Toronto, ON, Canada, M5J 2N7
  • Website: https://www.peoplestrust.com/en/peoples-payment-solutions

Please visit the Financial Consumer Agency of Canada’s website for more information on merchants’ rights under Canada’s Code of Conduct for the Credit and Debit Card Industry and to determine which Policy Element applies to your complaint. https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html

Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:

  • Phone: 1-866-461-3222
  • Email: [email protected]
  • Mail: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9

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 you have submitted may be shared with your PCNO, acquirer, processor, or financial institution so that we can assist you in answering your concerns.