Customer Commitment

As a user of the Interac Online service, you can expect:

• a level of protection for losses resulting from circumstances beyond your control;
• appropriate disclosure of information by your Financial Institution; and
• compliance with the Canadian Code of Practice for Consumer Protection in Electronic Commerce by merchants offering this payment option.

Losses

Customers will not be liable for losses resulting from circumstances beyond their control that are related to the payment transaction. This includes losses resulting from technical errors, system problems or fraud. In such cases, a customer must make a claim for losses incurred and if the claim is determined to be valid, the customer will be reimbursed by their Financial Institution.

Customer Disclosure

Financial Institutions must provide appropriate disclosure to their customers. Each Financial Institution is obligated to disclose the following:

• any fees associated with the use of the Interac Online service;
• the customer’s responsibility for protecting their password and what the consequences are if this responsibility is violated;
• who the customer should contact in the event of a problem; and
• the potential extent of losses that could occur due to unauthorized use of the Interac Online service.

More information about customer service requirements for the Interac Online service can be found in the Customer Service Rules. To view this document, please click here.

Canadian Code of Practice for Consumer Protection in Electronic Commerce

Merchants who offer the Interac Online service must comply with the Canadian Code of Practice for Consumer Protection in Electronic Commerce, created by the Working Group on Electronic Commerce and Consumers and endorsed by federal, provincial and territorial ministers responsible for consumer affairs on January 16, 2004. The Code establishes benchmarks for good business practice for merchants engaged in commercial activities with consumers online. Requiring merchants to comply with the Code helps ensure that customers are dealing with reputable online merchants.

To view the Canadian Code of Practice for Consumer Protection in Electronic Commerce, please click here.