Canada Complaint Handling Procedure

Filing a Complaint

If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada, you may file a complaint through the following channels:

  1. Submitting a ticket via the online ticketing system https://support.connexpay.com
  2. Emailing at support@connexpay.com

Please visit the Financial Consumer Agency of Canada's website for more information on merchant rights under the Code of Conduct for the Payment Card Industry in Canada.

Our Response Process

Following receipt of your complaint we will:

Make every attempt to resolve the complaint at the first point of contact. If unable to resolve the complaint at the first point of contact, ConnexPay will undertake an investigation of the complaint and provide the findings.

Response Timeline

  • ConnexPay will aim to resolve issues within the timeframe required by law
  • Timely response by the submitter for additional information may impact the ability to meet timelines
  • If ConnexPay is unable to resolve the complaint within the anticipated timeframe, the submitter will be notified of the delay, the reason for the delay, and a new anticipated date for when the complaint will be resolved
  • In such circumstances, ConnexPay will reach out via email or direct phone contact

Your Rights During the Process

  • Submitters have the right to make inquiries about the status of the complaint at any time by contacting ConnexPay
  • If ConnexPay receives a complaint orally and it is considered appropriate, ConnexPay may ask the complainant to put the complaint in writing

Detailed Complaint Process

Step 1 – Initial Receipt

ConnexPay receives a complaint via email or ticketing system. Emailed complaints are manually entered by ConnexPay as a ticket.

Step 2 – Initial Review

ConnexPay undertakes an initial review of the complaint and determines what, if any, additional information or documentation may be required to complete an investigation. ConnexPay may request clarification or additional information where necessary.

Step 3 – Investigation

ConnexPay investigates the complaint objectively by considering the information provided, actions in relation to dealings with ConnexPay and any other information which may be available, that could assist in investigating the complaint.

Step 4 – Resolution and Communication

Following the investigation ConnexPay will notify the complainant of findings and any actions taken regarding the complaint. This will include:

  • A summary of the complaint
  • The result of the investigation
  • A final decision
  • The reasons for it
  • Information on how to escalate if you are not satisfied with the result
  • ConnexPay will also provide a complaint handling form

Documentation Needed

As ConnexPay investigates a complaint, information provided by the submitter along with existing ConnexPay data will be considered. To help investigate complaints quickly and efficiently, ConnexPay will ask for the following information:

  • Full name and contact details, including the address of your account
  • The company represented (where appropriate) and your Merchant ID
  • A copy of your agreement with ConnexPay
  • Your most recent statement
  • The nature of the complaint including any relevant information
  • Screenshots of applications or services (where appropriate)
  • Details of conversations with ConnexPay that may be relevant to the complaint
  • Copies of any documentation which supports the complaint

Direct Filing with Financial Consumer Agency of Canada (FCAC)

There are no restrictions to you directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code.

FCAC Contact Information

Phone: 1.866.461.3222
Email: info@fcac-acfc.gc.ca
Mail:
Financial Consumer Agency of Canada
6th Floor Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9

Important Note

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 being submitted may be shared with your PCNO, acquirer, processor or financial institution to assist us in answering your concerns.

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