Code of Conduct when contacting FCAC

Collection of Personal Information

The personal information that you provide to FCAC is protected under the provisions of the Privacy Act. Please note that your name and the details of your enquiry may be shared with FCAC team members to assist them with a response to your concern.

What you can expect from FCAC

The Code reflects FCAC’s core values of excellence, integrity, and respect.

FCAC is committed to high-quality and timely consumer services that follow Canada’s official languages and recognizes the importance of following accessibility practices that include promoting equity, diversity, and inclusion. Accessibility is an essential component of disability inclusion. When contacting FCAC, you can expect to be treated with respect and impartiality.

Please keep in mind that FCAC is not a dispute resolution agency and cannot act on your behalf to contact your financial institution, an External Complaint Body or a Payment Card Network Operator. In addition, FCAC does not have access to your personal information with other Government of Canada departments.

What FCAC expects from you

FCAC is committed to providing a safe and healthy work environment characterized by courteous and respectful conduct to its employees.

FCAC will not tolerate foul language or any behavior or communication that could be considered abusive or inappropriate. FCAC reserves the right to terminate communication without further notice if members of the public do not conduct themselves in an acceptable manner.

Submitting feedback about your experience from FCAC

You can submit feedback about your experience from FCAC by email to FCAC.feedback.retroaction.ACFC@fcac-acfc.gc.ca.

Submit a compliment or a suggestion

You can submit a compliment about a positive experience from FCAC by indicating “Compliment” in the subject line. Your feedback will be forwarded to the responsible manager and/or employee for recognition.

You can submit a suggestion about improving FCAC service(s) by indicating “Suggestion” in the subject line. Your feedback will be forwarded to the appropriate team for consideration. Please note that you may be contacted for additional information.

Submit a complaint about your experience from FCAC

You can submit a complaint if you are not satisfied with your experience from FCAC by indicating “Complaint about experience” in the subject line. Complaints about your experience will be reviewed by the responsible Manager. You may be contacted for additional information as part of the review of the complaint. The goal is to address your complaint within 5 business days.

Complaints about your experience can be about:

• Delays in response times
• Employee behavior
• Mistakes resulting in an omission of critical information
• Poor or misleading information

Please note FCAC will only follow-up on complaints that focus on services provided by FCAC, which include delays in response times or employee behavior.

If you are not satisfied with how FCAC handled your complaint about your experience, you can submit a new request by indicating “Unsatisfied experience complaint” in the subject line. Your experience will be reviewed by the responsible Executive. You may be contacted for additional information as part of the review of the complaint. The goal is to address your complaint within 10 business days. 

Submit feedback about Accessibility

You can submit feedback through the Accessibility feedback form webpage. Your feedback will be forwarded to the team responsible for Accessibility for consideration. Please note that you may be contacted for additional information. Your feedback can be about improving FCAC’s Accessibility Plan, about accessibility barriers, or any matter related to accessibility at FCAC.