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 May 2024
Last updated October 2024

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: Transparency and Disclosure

    Element 2: Notice of Fee Increase or New Fee

    Element 3: Contract Cancellation

    Element 4: No Obligation Acceptance

    Element 5: Payment Method Discount

    Element 10: Negative Option Acceptance

    Element 11: Contactless Payment

    Element 12: Renewal and Cancellation Disclosure

    Element 13: Complaints 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:
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  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:

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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.