The Canadian Code of Conduct demonstrates the industry's commitment to ensuring that merchants are fully aware of the costs associated with accepting credit and debit card payments, and allowing merchants to freely choose which payment options they will accept. Please visit Financial Consumer Agency of Canada for Merchant rights under the Code of Conduct before filing a complaint.

If you have a complaint regarding Non-Compliance with elements of the Canadian Code of Conduct for the Credit and Debit Card Industry, you may file a complaint though a variety of channels:
           1. By email at info@cardtransac.com
           2. By Mail at: Card Transaction Services
                                 Attn: CTS Customer Care
                                 250 Cochrane Drive, Unit 5
                                 Markham, ON L3R 8E5

Following receipt of your complaint we will:
           — acknowledge receipt of your complaint within five (5) business days
           — provide our final decision within ninety (90) days* along with:
                         1. A summary of the complaint
                         2. The final result of the investigation
                         3. Explanation of the final decision
                         4. Info on how to further escalate your complaint if outcome is unsatisfactory
*Please note: If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.

To assist us in reviewing your complaint please provide the following, where applicable:
           — your terminal ID, company name and your name
           — a summary of your concern(s)
           — details, such as the person you have spoken to at CTS and the date the concern occurred
           — copies of any supporting documentation (i.e. agreements, statements, correspondences from CTS)
           — general reference to the Code elements you contend have not been followed

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:
           1. Phone: 1-(866)-461-3222
           2. Email: info@fcac-acfc.gc.ca
           3. Mail: Financial Consumer Agency of Canada
                       6th Floor, Enterprise Building
                       427 Laurier Ave West
                       Ottawa, ON K1R 1B9
The FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.

Submission of a complaint to CTS does not alter or amend the Terms of Service, Merchant Operations Guide, or other Payment Network Rules, or Regulations governing the card processing services provided by CTS.