Code of Conduct for the Credit and Debit Card Industry in Canada

Citcon is committed to adhering to the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code”) prescribed by the Financial Consumer Agency of Canada (FCAC) and enforced by Payment Network Operators. All Canadian merchants accepting payments have rights under this Code.

Overview of Visa Canada Interchange & Assessment Fees

Overview of Mastercard Canada Interchange & Assessment Fees

If you have a concern under the Code of Conduct for the Credit and Debit Card Industry, you may contact Citcon through multiple channels:
By phone: +1-888-254-4887
‍By email: Support@citcon.com
‍By mail: info@citcon.com

Citcon has an established process for handling merchants’ complaints related to the Code. If you are a Canadian merchant and have a complaint under the Code, please follow the steps below:
‍
1. Download and complete the Code of Conduct Complaint Form.
2. Submit the completed form via email or mail (details above).
‍

To help us review your complaint, please provide, where applicable:
• Details of your concern (person, date, discussion with our representative)
• Copies of supporting documentation (agreements, statements, correspondence, etc.)

Acknowledgement: We will confirm receipt of your complaint within 5 business days.
‍Final Decision: We will provide a written decision within 20 calendar days of receiving your completed complaint form.
This decision will include:
- A summary of your concern
- The outcome of our investigation
- Explanation of any proposed resolution
- Information on how to escalate if you are not satisfied
If we are unable to resolve the complaint within 20 calendar days, we will notify you of the reason for delay and the expected completion date.

If you believe Citcon's final decision or handling is inconsistent with the Code, you have the right to escalate your complaint to:
Your acquiring bank:
The relevant Payment Network Operator(s)The Financial Consumer Agency of Canada (FCAC):
Toll-free: 1-866-461-3222
‍Email: info@fcac-acfc.gc.ca
‍Website: www.canada.ca/fcac
‍

All complaints are handled in accordance with Citcon’s Privacy Policy. Records related to complaints are maintained in accordance with regulatory requirements.