Code of Conduct Complaint Handling Process
Orchard is committed to adhering to the provisions of the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code of Conduct”). We want to ensure your complaints with respect to payment card processing services are dealt with promptly, fairly and consistently in accordance with the Code of Conduct for the Credit and Debit Card Industry in Canada (“Code”).
If you believe that Orchard is not complying with the Code of Conduct, please follow the process below to submit your complaint to us.
File a Formal Complaint
You may file a formal Code of Conduct complaint with Orchard:
Mail: MyOrchard Customer Service
Attention: Privacy Protection Officer
Address: 1055 West Hasting Street, Suite 2130
Vancouver BC, V6E2E9
When submitting your complaint, please provide us with the following details, where applicable, to assist us in reviewing and responding to your complaint:
- a summary of your concerns;
- the date the concern occurred;
- the conduct code element related to your concern;
- the date that you spoke with anyone else regarding the issue;
- copies of any supporting documentation relevant to your complaint.
As a guide you may view the complaint form FCAC example here: https://www.canada.ca/content/dam/canada/financial-consumer-agency/migration/eng/resources/complianceforms/documents/template-complaint-handling-form-for-merchant-complaints-pertaining-to-code-2.pdf
How Orchard will hand your complaint
We will acknowledge receipt of your complaint within 5 business days.
Provide our final decision to you, in writing, within 90 days of receiving your complaint. Our response to you will contain:
- A summary of the complaint;
- The final result of our investigation;
- An explanation of our final decision; and
- Information on how to escalate your complaint in the event that you are dissatisfied with the outcome.
If we cannot provide a response to you within 90 days, you will be informed of the delay, the reason for the delay and our expected response time. Please note that any information you submit to Orchard through this complaint handling process may be shared with your payment card network, acquirer, processor or financial partner to assist us in responding to and resolving your complaint.
The Financial Consumer Agency of Canada
If your complaint is not resolved through Orchard's internal complaint handling process, you may contact the Financial Consumer Agency of Canada (FCAC). The FCAC supervises compliance with the Code of Conduct for the Credit and Debit Card Industry in Canada. Please note that the FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card networks or acquirers.
The FCAC can be reached via the following channels:
- Email: firstname.lastname@example.org
- Mail: Financial Consumer Agency of Canada 6th Floor, Enterprise Building 427 Laurier Avenue West Ottawa, Ontario K1R 1B9
For more information on the Code of Conduct, please visit:
Code of Conduct for the Credit and Debit Card Industry in Canada
Code de conduite destiné à l’industrie canadienne des cartes de crédit et de débit