Step 1
Merchants submit the compliant form to the contact information listed at http://unionpayintl.com/column/en/enCard/en_america/en_Canada/index.shtml.
Step 2
a) The Canadian office acknowledges the receipt of the compliant and responds to the merchant within 5 business days
b) The Canadian office records the compliant, contact the merchant and/or the acquirer for more details if necessary, and forwards the case to the HQ for joint investigation
Step 3
a) The HQ collects the details of the complaint and investigates the violation.
b) The Canadian office will form a substantive response that consists of either of the following and forward it to the Canadian office:
1) an offer to resolve the compliant, or;
2) denial of the compliant with reasons
c) HQ will provide the final decision of the compliant and forward the response to the Canadian office. Canadian office will forward the final response to the merchant.
d) The final response consists of:
A summary of the compliant
The final result of the investigation
Explanation of the final decision, and
Information on how to further escalate a complaint in the event of an unsatisfactory outcome, along with the compliant handling form.
Note: The response will be provided within 45 days after receiving the compliant or the merchant will be informed if the response cannot be provided within 45 days due to investigation.
Third-party complaint-handling process for this institution:
N/A
Not Available
