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Ontario Works / Social Housing Overpayment Recovery

If you have received Ontario Works or Social Housing benefits and have been overpaid you will receive a letter from the City. This letter represents the amount that you were overpaid and need to pay back.

If you have questions about your payment or payment options please call the Overpayment Recovery section at 613-580-2896.

Payment Options

Pay online

Clients can pay their Ontario Works overpayment online.

  • You will need your Case ID and Officer ID numbers from your Overpayment Recovery letter (shown above your balance on the overpayment letter). View sample overpayment letter.
  • Refer to your letter for the Case and Officer ID numbers; or call or e-mail the Overpayment Recovery section at 613-580-2896 or overpaymentrecovery@ottawa.ca
  • MasterCard, VISA, American Express (Amex), Mastercard Debit, Visa Debit and Interac Online are all acceptable methods of payment.
  • Interac Online allows for internet banking with the following financial institutions:  RBC (Royal Bank), Scotiabank and TD Canada Trust. For more information, visit Interac Online Frequently Asked Questions.
  • A *service fee may be applied by the service provider, Paymentus Corporation.

Pay Ontario Works/Social Housing Overpayment 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/opr.

*Online payment service fee

The secure third party payment provider, Paymentus Corporation, charges a service fee for online payments using a credit card or Interac Online. The service fee applies to payments $750 or greater at a rate of 1.99% of your payment.

Pay by mail

Send your cheque / money order to:
City of Ottawa,
Overpayment Recovery section,
Box 3442, STN D,
Ottawa, ON K1P 1K4

  • Make cheque(s) and money orders payable to "City of Ottawa"
  • Write your Case ID number on the front of the cheque/money order

Pay in person

Clients can also make payments:

  • Cash, debit or credit card at the Overpayment Recovery office located at 100 Constellation Dr, 4th Floor East, during office hours
  • Cash or cheque at any Employment Resource Offices. For locations, please visit the Ontario Works site.

Instructions to make an online payment for Ontario Works overpayment

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 email 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 Ontario Works / Social Housing Overpayment Online".

Visit Ontario Works / Social Housing Overpayment Recovery site. Click "Pay Ontario Works/Social Housing Overpayment 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.

You will need your Case ID number from your Overpayment Recovery letter. View sample overpayment letter

Enter your Case ID number and select 'Continue'.

If you do not have your letter please call the Overpayment Recovery section: 613-580-2896.

Step 3: Enter your contact and payment information.

Enter your full name, address, email 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.

The third party provider, Paymentus Corporation, charges a service fee for payments of $750 or greater. 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 any other overpayment account questions including obtaining your Case/Officer ID number or inquiring about your current account balance, please contact the Overpayment Recovery section Help Line: 613-580-2896.

Frequently Asked Questions

Where can I make a payment towards my Ontario Works overpayment?

You can make a payment online with a credit card, Visa Debit or Interac Online.

We also accept payments by:

  • Cheque or money order mailed or delivered to the Overpayment Recovery section
  • In person by cash, debit or credit card, at the Overpayment Recovery office, 4th floor 100 Constellation Dr.
  • By credit card over the phone, Overpayment Recovery section 613-580-2896. 

What do I need to pay my Ontario Works overpayment online?

You need your Case ID number, your e-mail address and a valid credit card, Visa Debit or Interac Online.

Where do I find my Case ID and Officer ID?

You need your Case ID (9 digit number) and your Officer ID (3 digit number in brackets beside the Case ID) displayed above your balance on the overpayment letter you received.
Case ID: ######### (###)

What if I have not received an Overpayment Recovery letter?

If you did not receive an overpayment recovery letter, please contact the Overpayment Recovery section at 613-580-2896.
If you know your Case ID number but not your Officer number, enter your Case ID number and "999" as your Officer ID number.

If I have questions regarding my Ontario Works overpayment account, who do I call?

For questions regarding your Ontario Works overpayment account, please call the Overpayment Recovery section at 613-580-2896.
The City of Ottawa hours of operations are: Weekdays, 8 am to 4:30 pm (June to August, 8 am to 4 pm)

How can I make an online payment toward my Ontario Works overpayment account?

We accept online payment from these following credit cards: MasterCard, Visa and American Express (Amex), as well as Visa Debit.

Interac Online is accepted for internet banking with these financial institutions: RBC - Royal Bank, Scotiabank and TD Canada Trust. For more information and instructions, visit your bank's website.

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 e-mail 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 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 overpayment account questions including obtaining your Case/Officer ID numbers or inquiring about your current account balance, please contact the Overpayment Recovery section Help line: 613-580-2896.

Why is there a service fee?

Paymentus charges you a fee which covers handling and processing costs. The fee is added for all credit card and Interac Online payments of $750 or greater (1.99% of the payment amount). 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 and debit payments.

When is my payment credited to my Overpayment Recovery account?

Your payment will be recorded on the day it was submitted. Payments made before 10 pm will be credited to your account on the next business day. Payments made after 10 pm 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 statement to 'City of Ottawa'. If your payment is $750 or greater 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. If your payment is $750 or greater, the single transaction will include the service fee.