We’re Here For You.

At Peoples Group, we appreciate your business and are dedicated to building long and satisfying relationships with our merchants. We understand that concerns may arise and we provide the following detailed process to assist you in reporting and resolving any concerns you may have, including concerns about a particular element of the Code of Conduct.

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

In August 2010, the Code of Conduct for the Credit and Debit Card Industry in Canada (Code of Conduct) was adopted by all payment card networks. The Code of Conduct sets out requirements to promote fair business practices and to ensure that merchants understand the costs and benefits associated with credit and debit cards.  The FCAC supervises payment card network operators to monitor their compliance with the Code of Conduct.
 


 

Merchant Dispute Resolution Process

Step 1: Contact your Service Provider

If you are a merchant of Peoples Group and have a concern pertaining to the Code of Conduct for the Credit and Debit Card industry, please contact the Service Provider named in your merchant agreement, as the Service Provider will have the necessary details and will be in the best position to address your concern. Your Service Provider will acknowledge receipt of your concern within 5 business days, review the issue and will work with you to determine a resolution within 30 days. Please refer to your merchant statement for your Service Provider’s contact information.

Step 2: Contact Peoples Group Merchant Acquiring

If the Service Provider is unable to resolve the situation to your satisfaction, you may escalate your concern to the Merchant Acquiring Department at Peoples Group by contacting us toll-free at 1-844-304-2083 or by filling out the online Contact Us form. You may also download the attached Peoples Group Merchant Concern form and return it by mail, email or fax using the following contact information: (Ensure to include any supporting documents like agreements, statements, etc.)

Merchant Acquiring
Peoples Group
Bay Adelaide East Tower
Suite 2710
22 Adelaide Street West
Toronto, ON, Canada
M5H 4E3

Email: merchantacquiring@peoplespayments.com
Fax: 416-642-1550

Upon contacting Peoples Group, we will acknowledge receipt of your concern within 5 business days and open an investigation. Please provide all information that will assist us to efficiently investigate your issue. We will review your submission and do our best to resolve the issue within 30 days.

We will provide periodic updates regarding the case until resolution. At any time during the process, you can obtain an up-to-date status of your concern, including which step in the process your concern is in and what the next step is, by calling us at 1-844-304-2083.

Our Merchant Acquiring department will provide a resolution within 30 days of receiving the merchant concern, along with:

  • A summary of the concern;
  • The final result of the investigation;
  • Explanation of the proposed resolution; and
  • Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).

If we cannot provide a resolution within 30 days, you will be informed of the delay, reason for the delay, and the expected response time.

Step 3: Escalate to Peoples Group Complaints Officer

If after step 2 your concern is not resolved to your satisfaction, you can escalate to the Peoples Group Complaints Officer. You may do so by telephone or by putting your updated concern in writing and delivering it by mail, facsimile, or e-mail to our Complaints Officer at:

Complaints Officer
Peoples Group
Suite 1400
888 Dunsmuir Street
Vancouver, BC
V6C 3K4

Call Toll-free: 1-855-683-2881
Fax: 604-331-3469
Email: complaints-officer@peoplesgroup.com

Initially, we will write to you within 5 business days to let you know we have received your correspondence and provide you with the name of the Complaints Officer who will:

  • Investigate your problem;
  • Take any necessary action; and
  • Ensure you receive a written reply within 30 days along with:
    • A summary of the concern;
    • The final result of the investigation;
    • Explanation of the proposed resolution; and
    • Information on how to further escalate the concern in the event of an unsatisfactory outcome, along with the appropriate form(s).

If your problem needs more investigation, and we cannot send you a written reply within 30 days, we will write to you and let you know when you will receive a written reply.

Step 4: Contact Payment Card Networks and/or Financial Consumer Agency of Canada (FCAC)

If your concern relates to a potential Code violation, and you have been through steps 1 through 3 and are not satisfied with the complaint resolution provided by Peoples Group or you have not received a final response within 90 days, you may direct your concern to the payment card network(s) (e.g. Visa*, Mastercard®, or Interac®) or FCAC.

–To Contact the Payment Card Network(s):

Payment card network(s) enable acceptance of credit and/or debit cards bearing the network’s brand by providing connections between merchants, acquirers and financial institutions that issue payment cards. Payment card networks that choose to adopt the Code of Conduct are required to ensure compliance by their participants, including acquirers.

To contact the payment card networks that Peoples Group participates in please visit their Code of Conduct-related web pages listed below:

Visa* – http://www.visa.ca/merchant/code-of-conduct/index.jsp
Mastercard®http://www.mastercard.com/ca/company/en/codeconduct.html
Interac®https://www.interac.ca/en/merchant-resources/complaint-handling-process
Discover®https://www.discovernetwork.ca/help-center/code-of-conduct-public.html

–To Contact the Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers, and it monitors industry codes of conduct and public commitments designed to protect the interests of consumers.a public commitment, or an industry code of conduct, you may communicate your concern – at any time – to the FCAC, either in person, by letter, by telephone, or through its website at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON
K1R 1B9

Call Toll-free: 1-866-461-3222
Email: info@fcac-acfc.gc.ca
Visit FCAC Website: www.fcac-acfc.gc.ca

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