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On April 13, 2015, the Department of Finance announced changes to the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code”).
The Code has been in existence since 2010 and consisted previously of 10 Elements applicable to participants in the debit and credit card industry.

TNS has an established process for managing potential Code of Conduct compliance violations. If you have a
complaint about a particular element of the Code of Conduct, please follow the process below.

Merchants

1. If you are a merchant and your question is related to your contract or statement with your Independent Sales Organization
   (ISO), we ask that you first contact the ISO. Please refer to your statement or contract information.

2. If after contacting your ISO, you feel your inquiry has not been resolved to your satisfaction, we invite you to fill out the
   Code of Conduct inquiry form by clicking the link below. TNS will investigate the complaint and attempt to resolve it. You can submit
   your complaint form to TNS using one of the following methods:

   • (i) Complete complaint form form online and click “submit” at the bottom of the form;
   • (ii) Download and print the form, fill it in with dark ink (blue or black) and submit a PDF electronically to TNS
     by email at customercare@nrttech.com, with “Merchant Complaint” in the subject line; or

   • (iii) Download and print the form, fill it in with dark ink (blue or black) and mail a hard copy to TNS at the following address:

     Attention: Merchant Complaint Department,
     10 Compass Court
     Toronto, Ontario
     M1S 5R3

   TNS recommends that where possible you use option (i) above as it is the fastest and most secure method of submitting your complaint form to us.

   We will send an acknowledgment receipt of your complaint within five (5) business days.
   Provide our final decision in writing within ninety (90) days of receiving the merchant complaint, along with:

   • A summary of the complaint;
   • The result of the investigation;
   • Explanation of the final decision; and
   • Information on how to further escalate your complaint in the event of an unsatisfactory 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 the expected response time.

3. If, after following Step 2 above, your complaint is not resolved to your satisfaction, you may contact:

   Interac Corp. (Payment Card Network Operator)
   

   • Toll-free number 1-855-789-2979 or 416-362-8550
   • Send an email to compliance.regulations@interac.ca

   Or
   

   Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:
   

   • Phone: 1-866-461-3222
   • Email: info@fcac-acfc.gc.ca
   • Mail: Financial Consumer Agency of Canada,
     6th Floor, Enterprise Building, 427 Laurier Ave. West,
     Ottawa, ON K1R 1B9

   FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.
   

   Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.