Commitments & Codes of Conduct

Code of Conduct for the Delivery of Banking Services to Seniors

This Code sets out principles that guide banks in delivering banking products and services to Canada’s seniors.

Amex is committed not to charge consumers a fee to receive regular monthly credit card statements. Please note that a fee may apply for a statement reprint request. Please see your Cardmember Agreement, Information Box and Disclosure Statement for details of any statement reprint fee. 

Principles of Consumer Protection for Electronic Commerce: A Canadian Framework 

This framework is a guide to protecting customers in online transactions, developed with input from industry, government and consumer groups. 

Commitment on Powers of Attorney and Joint Deposit Accounts 

Amex will accept power of attorney forms submitted to us by consumers. We will generally review a power of attorney request within 72 business hours of receipt. If additional time is required, we will advise the customer or attorney that we need additional time to review. For card accounts, an original or copy of the power of attorney document(s) can be provided to us via fax or by mail. Please contact us for assistance. The attorney will have authority to receive information about the account and provide certain limited instructions based on our fraud and authentication policies. However, we do not provide an additional card or open card accounts for an attorney, nor can the attorney make any purchases on an Amex cardmember’s account. If we are unable to act on a power of attorney or attorney instructions, our complaint handling procedures are available. Please note that Amex is not currently offering new deposit accounts and does not offer its own power of attorney forms. 

What every older Canadian should know about Powers of Attorney and Joint Bank Accounts 

For additional Seniors Support please click here.

Commitment on Modification or Replacement of Existing Products or Services

This commitment outlines the procedures for modifying or replacing an existing consumer product or service if the fee is increased. 

Amex is committed to offering appropriate consumer products. We recognize that consumers are a diverse group, and we encourage consumers to select products and services that are appropriate for them, having regard to their circumstances, including their financial needs. Amex’s website is designed to be informative, user-friendly, and offers consumers the opportunity to explore, understand and compare various product offerings. Product information pages include key information enabling consumers to assess which products may be appropriate for them. This includes information such as fees, interest rates, lending options, and benefits. 

Our Life with Amex – Appropriate Products page provides an overview of our approach to offering appropriate products and our customer care professionals are also available to assist you in selecting an appropriate product. 

Code of Conduct for the Payment Card Industry in Canada

This Code supports transparency, fair business practices, and choice for Canadian merchants. The Code was introduced in May 2010, by the Minister of Finance, and was enhanced in October 2024 to help ensure that merchants are able to benefit fully from the principles set out in the Code. The Code provides guidance for Payment Card Network Operators (PCNOs), Acquirers and Card Issuers in Canada. Amex operates as a PCNO, an Acquirer, and an Issuer of Amex Cards in Canada.

Our Role as Acquirer

As an Acquirer, Amex provides merchant services, which includes processing Amex card transactions, delivery of statements, and making payments to merchants who accept Amex cards directly with Amex. If you are a merchant who obtains services directly from Amex and have questions about our services or pricing, please contact us at 1-800-268-9877.

Our Role as PCNO

The Payment Card Network Operators (“PCNOs”) that choose to adopt the Code will abide by the policies outlined below and require compliance by their Participants (e.g., Issuers, Acquirers, and their Downstream Participants, including but not limited to payment processors, Payment Facilitators, and aggregators). The Code will be incorporated, in its entirety, into PCNOs’ contracts or governing rules and regulations.

The Code applies to PCNOs and all their Participants. Acquirers are responsible for their Downstream Participants.

OptBlue Participant and Payment Facilitator Programs

Amex has authorized certain third-party Acquirers to contract and work with merchants to accept Amex cards through third-party Acquiring programs. Under these programs, these third-party Acquirers provide merchants with full merchant services, including processing Amex card transactions, delivery of statements, and making payments to merchants. If you are a merchant that obtains merchant services through a third-party Acquirer, contact the Acquirer with whom you have signed your Merchant Agreement for information about their services and pricing.

Amex's commitment to the Government of Canada

This commitment sets out Amex’s approach to merchant pricing. 

Code of Conduct for Authorized Insurance Activities

This Code outlines standards for branch employees offering credit, travel and personal accident insurance with respect to training, disclosure, promotion practices, privacy protection and customer redress. 

Fraud Protection Guarantee 

Our Fraud Protection Guarantee ensures that you won’t be held responsible for fraudulent charges, as long as you’ve appropriately safeguarded your account details, PIN and any device on which you have added your account information.  

When dealing with our customers or another person, we will not: 

• take advantage of that person, or 
• impose undue pressure on or coerce that person for any purpose, including to obtain a product or service from a particular provider or as a condition for obtaining another product or service from us.   

Amex maintains policies and procedures to enable employees, affiliates and third parties to report wrongdoings, also known as “whistleblowing”. Whistleblowing refers to the reporting of information by such employees, affiliates and third parties pertaining to activity that may be illegal or unethical. A wrongdoing includes a breach of the Bank Act or regulations under it, a code of conduct that Amex has adopted or a public commitment that it has made, or a policy or procedure established by Amex. 

Any employee who has reasonable grounds to believe that Amex or any person has committed or intends to commit a wrongdoing may report the particulars of the matter. Amex’s policy includes measures to protect those who step forward in good faith from retaliation while at the same time ensuring that whistleblower investigations are fairly carried out. 

While employees, affiliates and third parties may choose to report wrongdoings through their supervisor or other internal channels, the Amex Ethics Hotline provides the option for anonymous reporting. Wrongdoings may also be reported externally to the Financial Consumer Agency of Canada (FCAC) or the Office of the Superintendent of Financial Institutions (OSFI).  

Model Code of Conduct for Bank Relations with Small and Medium-Sized Businesses

This model code sets out principles guiding banks in their dealings with small and medium-sized businesses. The key elements of the model code are incorporated into individual bank codes.