---
title: Canadian Code of Conduct Complaint | ASF
description: Learn how to file a Canadian Code of Conduct Complaint with ASF.
---

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Date: Feb 12, 2025

The Financial Consumer Agency of Canada (the “FCAC”) has established a Code of Conduct for the Payment Card Industry (the “Code”), a copy of which is available at the [FCAC’s website.](http://www.fcac-acfc.gc.ca/Eng/forIndustry/publications/lawsReg/Pages/CodeofCo-Codedeco.aspx)

ASF has established a process for managing potential Code compliance violations. If you have a complaint about a particular element of the Code, please submit your complaint to [clientsupport@asfpaymentsolutions.com](mailto:clientsupport@asfpaymentsolutions.com) and include all of the following information:

- Your name
- Your preferred contact information (email and/or phone)
- Business name on your ASF account
- Business address with territory specified
- Name and email address of administrator on your ASF account
- Your ASF Merchant ID
- The Code element or elements (you may specify more than one) that the complaint pertains to: 
    - Element 1: Transparency and Disclosures by Acquirers and Downstream Participants 
          - Element 1a: Card processing Applications
          - Element 1b: Merchant Agreements
          - Element 1c: Merchant Statements
    - Element 3: Ability to Cancel Agreements without Penalty
    - Element 4: Notice to Merchants of Acquirer/Processor Fee and PCNO Core Fee Changes
    - Element 5: Limited Acceptance – Merchant Choice
    - Element 6: Negative Option Acceptance Not Allowed
    - Element 7: Renewal of Merchant Agreements and Related Service Agreements
    - Element 8: Discounts for Different Payment Methods
- A General summary of your complaint
- Any supporting documents you may have.

Please ensure that all information requested is provided so that we may appropriately investigate the matter. Per the Code, we will acknowledge receipt of your email within 5 days of receipt. We will either resolve the complaint within 20 days or provide you information as to why it has not been resolved within such period.

If ASF does not resolve the complaint to your satisfaction, you may also contact:

| Financial Consumer Agency of Canada (FCAC)  | Email: [info@fcac-acfc.gc.ca](mailto:info@fcac-acfc.gc.ca) Phone: 1-866-461-3222  Mail: Financial Consumer Agency of Canada (FCAC) 6th Floor, Enterprise Building 427 Laurier Ave. West  Ottawa, ON K1R 1B9  |
| --- | --- |
| Visa Canada  | [askvisacanada@visa.com](mailto:askvisacanada@visa.com) \| Fax: 416-860-8873 \| [www.visa.ca](http://www.visa.ca/)  |
| Mastercard  Canada  | [code_inquiries@mastercard.com](mailto:code_inquiries@mastercard.com) \| Call: 416-365-6655 \| [www.mastercard.ca](http://www.mastercard.ca/) \| Mail: Mastercard Canada, 600 -  121 Bloor St. E, Toronto, Ontario, M4W 3M5 (Attn. Code of Conduct Compliance)  |
| American Express Canada  | Online: [https://www.americanexpress.com/ca/en/merchant/complaint/merchant-network-complaint-](https://www.americanexpress.com/ca/en/merchant/complaint/merchant-network-complaint-handling-procedures.html) [handling-procedures.html](https://www.americanexpress.com/ca/en/merchant/complaint/merchant-network-complaint-handling-procedures.html)  Mail: P.O Box 3204, Station “F”, Toronto, Ontario, M1W 3W7, Attn: Manager Merchant Customer Care Support  |
| WorldPay  | [https://www.fisglobal.com/en/merchant-solutions-worldpay/complaints](https://www.fisglobal.com/en/merchant-solutions-worldpay/complaints)  |

 

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