Accounts receivable FAQs
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.
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 do I find my customer and invoice numbers?
Invoice - Facture
No de facture : #########
Date: (Y/A M/M D/J)
No de client : ######
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, by mail to:
City of Ottawa, P.O. Box 3441
Ottawa, ON K1P 1J5
Paymentus is a third-party service provider that securely processes online property tax and water utility payments on behalf of the City.
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.
We accept payment by MasterCard, Visa and American Express (Amex) & Interac. If your bank does not currently support Interac Online you can still pay your bill using funds from your bank account by choosing to pay using Mastercard or Visa Debit. For more information, visit your personal online banking instructions.
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.
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% for credit card and Debit card transactions. Payments made using Interac Online are charged a flat fee of $0.49. 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 By-law 2013-191 in June 2013 allowing third party payment processors to charge a fee for handling credit, Interac and debit payments.
Your credit card statement will have two entries: one will be for the payment to the City of Ottawa and the other will be your service fee payment, noted as “Paymentus Corporation.” 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.
Payment Confirmation and Processing Time
When using your credit card or Debit card, you will receive an on-screen confirmation number. You will also receive an email receipt which will include the service fee from the third-party provider, Paymentus Corporation.
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.
For technical help with online card payment, please contact the Paymentus Call Centre: 819-525-2108 or email Paymentus customer care at firstname.lastname@example.org.