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 Debit at www.ottawa.ca
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 Debit card.
Where do I find my customer and invoice numbers?
Invoice - Facture
No de facture : #########
Date: (Y/A M/M D/J)
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)
Mastercard Debit and Visa Debit cards
Interac Online: 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 firstname.lastname@example.org.
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% 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 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 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: February, 2018