Click here to learn about how we handle complaints related to the COC

Amilia is dedicated to upholding fair practices, promoting transparency, and safeguarding consumer interests. By adhering to the Code of Conduct, we aim to foster trust with financial institutions and our merchants as a reliable and ethical partner in the payment ecosystem.

On October 1, 2024, the Canadian Department of Finance announced updates to the existing Code of Conduct (COC) for the Payment Card Industry in Canada, starting on October 30, 2024, with additional provisions coming into effect on April 30, 2025.

Purpose of the Code of Conduct (COC)

Ensure that merchants are fully aware of the costs associated with accepting payment cards, thereby allowing merchants to reasonably forecast their monthly costs related to accepting such payments.
Provide merchants with increased pricing flexibility to encourage consumers to choose the lowest-cost payment option.
Allow merchants to freely decide which payment options to accept.

1. What's changing and who does it impact?

The changes to the Code bring, directly and indirectly, network participants including issuers, acquirers, payment processors within the oversight of the Financial Consumer Agency of Canada.

In particular, the new Code formalizes concepts that apply to third-party 'downstream' processors involved with merchant-acquirer arrangements and related contracts (Amilia). One of the major changes from the previous version of the COC (2015) is the inclusion of 'Downstream Participants' in the scope of the COC. Amilia is a downstream participant.

2. Policy Elements of the Code of Conduct (COC)

There are 13 policy elements in the Code of Conduct. Click here to visit the Government of Canada's website to view each policy element of the Code of Conduct (COC), in full.

How does the COC benefit you as a customer?

As a customer of Amilia using our integrated payment processing services, the COC ensures that you have transparency on payment processing costs in your contract, easy access to details of your monthly payment processing costs, and the ability to choose which payment methods you want to accept. You are also entitled to sufficient notice of payment processing fee changes, and as payment card networks update their pricing schedules and notify us, Amilia will also notify you as required by the COC.

3. Complaint Handling Process

We are committed to resolving merchant concerns regarding compliance with the Code of Conduct for the Payment Card Industry in Canada in a timely and transparent manner. See below for information on how to file a complaint and what to expect.

3.1 How to file a complaint related to the Code of Conduct (COC)

Merchants can submit complaints regarding potential violations of the Code of Conduct by email at support@amilia.com.

In your email, please include the following information:

Contact information	Business name Contact person's name and title Phone number and email address
Complaint details	Nature of complaint (mention all that apply) Misleading contract terms or conditions Fee disclosure issues Processing fee changes without proper notification Difficulty with contract cancellation or changes Inaccurate or incomplete information about rates/fees Other (please specify)
Description of complaint	Provide specific details about the issue, including dates, individuals involved, and relevant documentation. Attach any copies of any supporting documents (e.g., contracts, statements, emails, etc.)
Resolution expectations	What resolution are you seeking?

3.2 How we review a complaint and SLAs

Upon receipt of the complaint, our team will:

Acknowledge receipt within 5 business days.
Investigate and assess the issue to determine compliance with the Code of Conduct.
Provide a written response with our findings and proposed resolution within 20 business days, in order of urgency. You will be kept notified and informed throughout the process.
We will keep a record of the complaint and its resolution for a period of 5 years ensuring accountability and compliance with regulatory standards.

3.3 Escalation process

If you are unsatisfied with the outcome, you may request a further review or escalate the complaint to:

The acquiring bank (Peoples Trust) or the payment processor (Paysafe).
The Financial Consumer Agency of Canada (FCAC) via their website: https://www.canada.ca/en/financial-consumer-agency.html.

4. Frequently Asked Questions

1. Where is the Code of Conduct for the Payment Card Industry in Canada?

You can obtain the Code of Conduct for the Payment Card Industry in Canada on the Government of Canada's website. Click on the link provided below.

https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html

2. Is there a similar code of conduct that must be followed in the United States?

While the U.S. does not have a direct equivalent to Canada’s Code of Conduct, it relies on a combination of federal laws, industry regulations, and card network rules to protect merchants and consumers. Payment processors and financial institutions must comply with these frameworks to ensure fairness, transparency, and security in the payment card industry.

What is the Financial Consumer Agency of Canada?

The Financial Consumer Agency of Canada is responsible for protecting the rights and interests of consumers of financial products and services. It supervises federally regulated financial entities, such as banks, and strengthens the financial literacy of Canadians.

They are a federal agency that works to keep Canada’s financial system safe and strong.

Click here to visit the Government of Canada's website to learn more about the Financial Consumer Agency of Canada.

* Last updated in January 2025