Part C – Minimum Standards for Our Merchant and Retail Partners

17. Each Code Compliant Member will require its Merchant and Retail Partners to meet minimum standards

17.1 These standards are to:

a. Act lawfully, fairly and ethically in their dealings with consumers;

b. Communicate clearly when dealing with consumers and in marketing and advertising material that relates to BNPL Products or Services;

c. Safeguard customer confidentiality;

d. Respond to customer Complaints on a timely basis;

e. Require that their employees or agents understand the minimum standards and are trained to meet them; and

f. Provide you with clear and upfront information about our services, fees and charges in a format that is accessible to you.

17.2 Each Code Compliant Member will have monitoring processes and policies in place for their Merchant and Retail Partners to ensure they meet these minimum standards on an ongoing basis.

17.3 Each Code Compliant Member will be required to report instances of material non-compliance with their minimum standards (including any proposed consequences) to the CCC on a quarterly basis.