How to Resolve Your Complaint
Citcon has an established process for managing potential violations of the Code of Conduct. If you have concerns about our conduct regarding a particular element of the Code of Conduct, please follow the steps below.
Contact Citcon Support to register your complaint
Phone: +1-888-254-4887Email: Support@Citcon.comIf your issue is not resolved or the resolution is unsatisfactory, proceed to Step 2
Download and complete the Code of Conduct Complaint Form
Your complaint will be thoroughly investigated by the Citcon Compliance team who
will make every effort to fully resolve the issue.See Form
will make every effort to fully resolve the issue.See Form
Be certain to include the following details in the complaint form (as applicable), to assist us in
reviewing/resolving your complaint:Which element from Code of Conduct you are reporting as having been violated.A detailed summary/timeline of your concerns and actionsThe date the specific incident/violation occurredPlease note that Citcon Inc. may request copies of supporting documentation (i.e. agreements,
statements, correspondence from acquirer) necessary to resolve your complaint.
reviewing/resolving your complaint:Which element from Code of Conduct you are reporting as having been violated.A detailed summary/timeline of your concerns and actionsThe date the specific incident/violation occurredPlease note that Citcon Inc. may request copies of supporting documentation (i.e. agreements,
statements, correspondence from acquirer) necessary to resolve your complaint.
What to Expect After Registering a Complaint:
Once the completed complaint form is submitted, you can expect:
Initial Response
You will receive an acknowledgment that your complaint has beenregistered within 5 Business Days
Final Decision
Investigated and addressed within a maximum of 20 business days (30 business days for PCNOs) according to order of urgency; and the complainant is kept notified and informed throughout the process. If a response cannot be provided within 20 business days (or 30 business days for PCNOs), the merchant must be informed of the reason for the delay and the expected response time.The final decision will
include:
• A summary of the complaint
• Final result of the investigation
• Explanation of the final decision
• Information on hot to pursue further escalation of your
complaint should the decision be unsatisfactory
Final DecisionInvestigated and addressed within a maximum of 20 business days (30 business days for PCNOs) according to order of urgency; and the complainant is kept notified and informed throughout the process. If a response cannot be provided within 20 business days (or 30 business days for PCNOs), the merchant must be informed of the reason for the delay and the expected response time.The final decision will
include:
• A summary of the complaint
• Final result of the investigation
• Explanation of the final decision
• Information on hot to pursue further escalation of your
complaint should the decision be unsatisfactoryIf we cannot provide a response within 30 days, you will be informed of the delay, reason for the delay, and the expected date that a final decision can be rendered.Nothing in the above process restricts the merchant from filing complaints directly with the FCAC at any stage of the complaint process. Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a PCNO’s non-compliance with Code obligations.Merchants can also contact:
Financial Consumer Agency of Canada (FCAC)Email: info@fcac-acfc.gc.ca
Phone: 1-866-461-3222
include:
• A summary of the complaint
• Final result of the investigation
• Explanation of the final decision
• Information on hot to pursue further escalation of your
complaint should the decision be unsatisfactory
Final DecisionInvestigated and addressed within a maximum of 20 business days (30 business days for PCNOs) according to order of urgency; and the complainant is kept notified and informed throughout the process. If a response cannot be provided within 20 business days (or 30 business days for PCNOs), the merchant must be informed of the reason for the delay and the expected response time.The final decision will
include:
• A summary of the complaint
• Final result of the investigation
• Explanation of the final decision
• Information on hot to pursue further escalation of your
complaint should the decision be unsatisfactoryIf we cannot provide a response within 30 days, you will be informed of the delay, reason for the delay, and the expected date that a final decision can be rendered.Nothing in the above process restricts the merchant from filing complaints directly with the FCAC at any stage of the complaint process. Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a PCNO’s non-compliance with Code obligations.Merchants can also contact:
Financial Consumer Agency of Canada (FCAC)Email: info@fcac-acfc.gc.ca
Phone: 1-866-461-3222
