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Accounts receivable

An invoice (blue) from the City of Ottawa can be for any service that the City provides to its residents and businesses; such as:

  • Facility Rental
  • Trail Road landfill use
  • Returned cheques
  • Property Standards By-Law infractions
  • Robert O. Pickard Environmental Centre (ROPEC) use
  • Motor Vehicle Accident Damage to City Property 

Contact Accounts Receivable

How to reach us

The City of Ottawa makes every effort to ensure that bills are accurate, however, billing errors may occur. We reserve the right to correct accounts at any time. If you have any concerns with an invoice, please contact Accounts Receivable immediately.

Weekdays
8 am to 4 pm (June to August) 
8 am to 4:30 pm (September to May)

Tel: 613-580-2424 ext.13668 
Toll free: 1-866-261-9799 ext.13668 
Fax: 613-580-2457 
E-mail: AccountsReceivable@ottawa.ca

*Please quote your customer account number on all correspondence, or have it handy when you call.

Mailing address
City of Ottawa
Accounts Receivable Unit
P.O. Box 3441
Ottawa, ON. K1P 1J5

*Please state your name, customer number and invoice number listed on your bill.

Pay your accounts receivable invoice

Pay online

Clients can pay their Accounts Receivable invoice online.

  • You will need your customer number and should have your invoice number (shown in the box in the upper right hand corner of your invoice). View sample Accounts Receivable invoice.
  • Refer to your invoice or statement for the customer and invoice numbers; or email or call Accounts Receivable at AccountsReceivable@ottawa.ca or 613-580-2424 ext. 13668.
  • MasterCard, VISA, American Express (Amex), Interac Online and Visa Debit are all acceptable methods of payment.
  • Interac Online allows for internet banking with the following financial institutions: BMO (Bank of Montreal), RBC (Royal Bank), Scotiabank and TD Canada Trust. For more information, visit Interac Online Frequently Asked Questions.
  • A service fee will be applied by the service provider, Paymentus Corporation.

Pay Your Accounts Receivable Invoice Online

The Paymentus website will launch, where you can make a payment online. Please verify that you are in the secure site by ensuring that the web address is https://ipn.paymentus.com/otp/stde/cott/blueinvoice.

Make an online payment for Accounts Receivable Invoice Instructions

If you choose to make an online payment with a credit card, Interac Online or Visa Debit, you may use any personal or public internet access point. You will need a valid e-mail address to make a payment online. You will be routed to the third party service provider's (Paymentus Corporation) secure website, where you can complete your payment.

Step 1: Click "Pay Accounts Receivable invoice Online"

Visit the Accounts Receivable site on ottawa.ca to Pay Online. Click "Pay Accounts Receivable Invoice Online". You will be routed to the third party service provider's (Paymentus Corporation) secure website, where you can complete your payment.

Step 2: Enter your account information

Using your customer number and invoice number (if available) from your Accounts Receivable invoice/statement, enter the numbers and select 'Continue'.If you do not have your invoice number, enter your customer number to proceed. If you do not have either of the required numbers, please call Accounts Receivable Unit at 613-580-2424 ext. 13668.

Step 3: Enter your contact and payment information

Enter your full name, address, e-mail address and telephone number. Select your method of payment from the drop-down list; credit card, Interac Online or Debit (Visa Debit).

When making a payment using a credit card or Visa Debit; enter your card type, card number, 3-digit security number on the back of your card (AMEX; 4 digit number on front of card), the card expiration date, cardholder name, and the payment amount. Select 'Continue'.

When making a payment using Interac Online; enter your payment amount, and select 'Continue'. 

Step 4: Confirm your contact and payment information

If you are paying by credit card or Visa Debit: Review your card information, use the change button to edit your contact or payment information. Enter the amount you would like to pay and complete your payment.

If you are paying by Interac Online: This option will bring you to your financial institution website. Login to your bank account, enter the amount you would like to pay and complete your payment. You must agree to the terms and conditions of the payment prior to making a payment.

The third party provider, Paymentus Corporation, charges a service fee. The service fee is charged directly to the client at a rate of 1.99%. You must agree to the service fee, and agree to the terms and conditions of the payment prior to making a payment.

Step 5: Wait for your payment to be processed.

Once you have submitted your payment, please wait to receive your confirmation screen or your payment may not be processed in full.

Step 6: Confirmation

The confirmation screen will confirm that your payment has been successfully submitted and you will also receive an e-mail for your records.

For technical questions such as site navigation issues, entering your payment online or error messages appearing while submitting your information, please contact the Paymentus Customer Support Hotline: 1-866-577-5195 or e-mail Paymentus at customercarecott@paymentus.com

For account-related questions including obtaining your Customer and/or invoice numbers or inquiring about your account balance, please call Accounts Receivable: 613-580-2424 ext. 13668

Last Updated: December 31, 2015

By mail

Mail your payments to: City of Ottawa, Accounts Receivable P.O. Box 3441, Ottawa, ON K1P 1J5

  • do not fold, staple, stamp or write on payment stub
  • make cheque(s) payable to City of Ottawa
  • write your customer account number on the front of the cheque

In person

Pay your invoice in person

  • at any Client Service Centre using cash, cheque, debit or credit card
  • at the Accounts Receivable office located at 100 Constellation Dr., 4th Floor East, Ottawa by cheque, credit card or debit.

*Note: A service fee may apply for credit card payments.

Pre-authorized Payment (PAP) plan

The Pre-authorized Payment (PAP) plan [ PDF - 373 KB ] offers you the convenience of having your payments automatically debited to your bank account or credit card. Enrolment in the Plan is free and there are no service charges that apply. Eligibility in the program requires all existing accounts payable invoices to be paid up-to-date. Contact Accounts Receivable at 613-580-2424 ext 13668 for more information or to enrol.

*Note: A service fee may apply for credit card payments.

Special requests and fees

Fees and charges

*Note: fees and charges are subject to change.

Invoice copy fee

If a duplicate copy of an invoice is required, a $37 * charge (effective January 1, 2017) will apply.

Transfer to tax fee

Overdue accounts that are transferred to a tax account will incur a $42* administrative fee (effective January 1, 2017) and may be collected in the same manner as property taxes.

Returned payment fee

All returned payments are subject to a $44* administrative fee (effective January 1, 2017).

Collection agency fees

Overdue accounts referred to a private collection agency will incur a $40* handling fee (effective January 1, 2017) plus agency commission.

Refund fee $27.00 (effective January 1, 2017)

A fee applies when producing a refund to cover the cost of refunding credits to clients when credits are not the result of an error by the City. 

Late Payment Interest Policy

An overdue account is subject to compounded annual interest of 16.08% (1.25% per month).  Interest accrues daily from the due date on each invoice until the account is paid in full. Payments are applied first to interest and then to the invoices, oldest to most recent.  Your account is credited when payment is received and deposited at our office.

Credit card and Interac Online and Visa Debit service fees

The third party service provider, Paymentus Corporation charges a service fee for all payment card transactions. Those clients who choose this payment channel will be responsible for paying the fee at a rate of 1.99% of the payment.

Accounts Receivable invoicing FAQ’s

If I have questions regarding my Accounts Receivable invoice, who do I call?

For questions regarding your Accounts Receivable invoice, please call Accounts Receivable at 613-580-2424 ext. 13668.

The City of Ottawa hours of operations are: Weekdays, 8:00 a.m. to 4:30 p.m. (June to August, 8:00 a.m. to 4:00 p.m.)

Why did I receive an overdue notice?

There are a number of reasons that you would receive an overdue notice after you have sent in your payment. The most common reason is your payment was late and your account was subject to interest in accordance with our Interest Policy. The policy states that accounts paid after the due date are subject to interest at the annual compounded rate of 16.08% (1.25% per month). Please call our office so we can confirm that your payment was received, and discuss payment of the remaining balance.

Why was I charged interest?

An overdue account is subject to compounded annual interest of 16.08% (1.25% per month). Interest accrues daily from the due date on each invoice until the account is paid in full. Payments are applied first to interest and then to invoices, from oldest to most recent. Your account is credited when payment is received and deposited at our office.

I can't pay the full amount all at once - What should I do?

It is very important that you contact us so we can discuss payment arrangements; otherwise collection steps will continue.

I am expecting a cheque from the City of Ottawa - Why did I not receive payment?

If you or your company has invoiced the City for goods or services and your accounts receivable invoice is overdue, the payment may be applied to your outstanding receivable balance owed to the City of Ottawa. Should this happen the Accounts Receivable Unit will contact you directly.

I have been refused access to City Services, due to an unpaid Accounts Receivable invoice - How do I rectify that?

Call our office so we can discuss your outstanding balance and the steps necessary to restore your access to City services.

Where and how can I pay my Accounts Receivable invoice?

You can pay your Accounts Receivable invoice:

Online - you can make a payment online with a credit card, Interac Online or Visa Debit at www.ottawa.ca and follow the link:

http://ottawa.ca/en/business/doing-business-city/accounts-receivable/payment-options

By Mail or in person

  • Mail a cheque or money order to Accounts Receivable P.O. Box 3441, Ottawa, ON K1P 1J5
  • Drop off or deliver a cheque to the Accounts Receivable office at 100 Constellation Cr, 4th Floor Nepean
  • In person at any City of Ottawa Client Service Centre

Note: We accept post-dated cheques, however please contact our office prior to mailing them in order to discuss your account with us. Cheques should be mailed to the address indicated on your invoice. If they are dated after the due date of the invoice there will be additional interest charges in accordance with our Interest Policy.

By enrolling in our Pre-authorized Payment (PAP) plan – for details and to qualify, contact Accounts Receivable at 613-580-2424 ext. 13668.

What do I need to pay my Accounts Receivable invoice online?

You need your customer number and should have your invoice number,  your email address and a valid credit card or enrolment in Interac Online or Visa Debit card.

Where do I find my customer and invoice numbers?

Your customer and invoice numbers can be found in the box located in the upper right hand corner of your invoice or account statement.

Invoice - Facture

Invoice N.:

No de facture : #########

Date: (Y/A M/M D/J)

Page:

Customer No.:

No de client : ######

What payment cards can I use for online payment of my accounts receivable invoice?

We accept online payment from the following:

Credit cards; MasterCard, Visa and American Express (Amex)

Visa Debit cards

Interac Online: BMO - Bank of Montreal, RBC - Royal Bank, Scotiabank and TD Canada Trust. For more information and instructions, visit your bank’s website.

What is Paymentus? 

Paymentus is a third party service provider that processes online A/R payments on behalf of the City.

How do I know my payment information is secure with Paymentus? 

When paying online, you can verify the security of the third party, Paymentus, by viewing the bottom right hand corner of the Paymentus screen where you will see an icon displaying a lock and indicating the site is secured by ‘thawte’, Paymentus encryption security provider. 

How will my transaction be confirmed? 

You will receive an on-screen confirmation number. You will also receive an email receipt which will display the service fee from the third party provider, Paymentus Corporation.

What if I’m experiencing technical difficulties processing my payment?

For technical questions with items like, entering your payment online or error messages appearing while submitting.
Please contact the Paymentus Customer Support Hotline: 1-866-577-5195 or email Paymentus customer care at customercarecott@paymentus.com.

For questions related to your invoice for example, getting your Invoice/customer numbers or inquiring about your account balance, please contact the Accounts Receivable Unit: 613-580-2424 ext. 13668.

Is there a maximum amount that I can charge to my credit card?

Yes, the maximum amount per transaction is $999,999.99. However, your personal financial institution may have preset daily limits based on your individual spending patterns. When making a large or unusual payment by credit card call and advise your personal financial institution before completing the transaction. Please note, a service fee will apply for all credit card or Interac Online payments.

Why is there a service fee? 

Paymentus charges a fee which covers handling and processing costs. Fees on payments are charged directly to the client at a rate of 1.99%.   The City of Ottawa does not receive any part of the service fee. Paymentus is an independent corporation providing a hosted service for the City of Ottawa.  Ottawa City Council passed a By-law in June 2013 allowing third party payment processors to charge a fee for handling credit and debit payments.

When is my payment credited to my Accounts Receivable account?

Your payment will be recorded on the day it was submitted. Payments made before 10:00 p.m. will be credited to your account on the next business day. Payments made after 10:00 p.m. will be credited to your account within two business days.

How will the payment be displayed on my credit card statement?

Your payment will be displayed on your credit card or Visa Debit statement to ‘City of Ottawa’. A second entry will be displayed to ‘Paymentus Corporation’ for the service fee.

Note, If you are paying with Interac Online you will see one entry on your bank statement, regardless of the amount. The single transaction will include the service fee.

I paid the invoice - Why is the collection agency calling?

The City of Ottawa has retained three collection agencies for the collection of unpaid invoices. Once it is referred to an agency, additional fees are added to the account. If you paid the amount of the invoice the fees could be outstanding and the collection agency could be calling to collect this amount.

You can pay agency fees directly to the collection agency handling the invoice, or;
Telephone Accounts Receivable: 613-580-2424 ext.13668 using your MasterCard or Visa credit card
Mail to: City of Ottawa, P.O. Box 3441, Ottawa, ON. K1P 1J5.

Last Updated: December 29, 2016