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Financial Consumer Agency of Canada - Canadian Credit and Debit Card Industry Complaint Handling Process

Financial Consumer Agency of Canada - Canadian Payment Card Industry Complaint Handling Process

Financial Consumer Agency of Canada - Canadian Credit and Debit Card Industry Complaint Handling Process

Financial Consumer Agency of Canada - Canadian Payment Card Industry Complaint Handling Process

Last updated June 2025
Last updated June 2025

Providing the best possible service is important to us, so we take your feedback seriously! If you have a complaint with respect to the Code of Conduct for the Payment Card Industry in Canada, please let us know by using this form.

We will endeavor to resolve your concerns quickly and effectively. To assist us in this, please provide the following information when completing the form:

  1. A summary of your complaint including the policy element of the Code that the complaint pertains to:

    Element 1: Disclosures and Communication

    Element 2: Transparency and Disclosure by Acquirers and Downstream Participants

    Element 3: Notice to Acquirers of PCNO Core Fee Changes

    Element 4: Ability to Cancel Agreements without Penalty

    Element 5: Notice to Merchants of Acquirer/Processor Fee and PCNO Core Fee Changes

    Element 6: Limited Acceptance – Merchant Choice

    Element 7: Negative Option Acceptance Not Allowed

    Element 8: Renewal of Merchant Agreements and Related Service Agreements

    Element 9: Discounts for Different Payment Methods

    Element 10: Competing Domestic Debit Card Applications

    Element 11: Separation of Payment Card Functions

    Element 12: Provisioning to Devices

    Element 13: Premium Cards

    Element 14: Branding of Cards

    Element 15: Code Complaint Handling Process

  2. Any details, such as the name(s) of any individuals involved in the issue and/or of any other persons with knowledge of the issue
  3. The date of the incident or on which the matter began
  4. Copies of any supporting documentation (i.e., agreements, statements, correspondence)


Following receipt of your complaint, Wave will:
‍

  1. Acknowledge receipt of your complaint within five (5) business days.
  2. Provide our final decision in writing within twenty (20) days of receiving the complaint. This will include:
  1. a summary of the complaint
  2. the final result of the investigation
  3. explanation of the final decision
  4. how to further escalate your complaint if you are not satisfied with the decision

If we cannot provide a response to you within 20 days you will be informed of the delay, the reason for the delay and the expected response time.

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

‍

For US Businesses

Wave Advisors If you use our Wave Advisors professional services, these terms apply.

Wave Payments If you use Wave Payments, these terms apply.

Wave Payments Customers If you’re paying an invoice through Wave’s platform, these terms apply.

Wave Payroll If you use Wave Payroll, these terms apply.

Wave Subscription Services If you subscribe to Wave’s Pro Plan or receipt scan feature, these terms apply.

Developer API Including but not limited to developer.waveapps.com, api.waveapps.com.

Stripe If your processing of credit card payments is powered by Stripe, you’re bound by their Terms of Service.

For Canadian Businesses

Wave Advisors If you use our Wave Advisors professional services, these terms apply.

Wave Payments If you use Wave Payments, these terms apply.

FCAC Complaint Policy - If you have a complaint with respect to the Code of Conduct for the Payment Card Industry in Canada, please review our policy.

Wave Payments Customers If you’re paying an invoice through Wave’s platform, these terms apply.

Wave Payroll If you use Wave Payroll, these terms apply.

Wave Subscription Services If you subscribe to Wave’s Pro Plan or receipt scan feature, these terms apply.

Developer API Including but not limited to developer.waveapps.com, api.waveapps.com.

Stripe If your processing of credit card payments is powered by Stripe, you’re bound by their Terms of Service.

†Offer only available to new Pro Plan subscribers when purchasing a monthly subscription through Wave’s website, and is limited to one offer per customer. Discount applied to the listed monthly price for Wave’s Pro Plan, starting from the date the Pro Plan is purchased and continuing for three monthly payment periods. Following the offer period, your account will automatically be charged at the listed monthly price until you cancel your subscription. You can cancel your subscription up until one (1) day before your renewal date through Wave. If you choose to cancel your subscription, it will remain active until the end of your current billing period. This discount can't be combined with any other promotional offer from Wave. Offer available from November 4, 2025 until December 1, 2025. Please see Waves Paid Subscription Terms of Service for more details. Offer Terms and Conditions subject to change without notice.