{"id":2993,"date":"2019-12-04T16:29:57","date_gmt":"2019-12-04T16:29:57","guid":{"rendered":"https:\/\/interac1.wpengine.com\/?post_type=about&#038;p=2993"},"modified":"2026-04-30T15:22:57","modified_gmt":"2026-04-30T19:22:57","slug":"the-ombudsmans-office","status":"publish","type":"company","link":"https:\/\/www.interac.ca\/en\/company\/about\/the-ombudsmans-office\/","title":{"rendered":"The Ombudsman&#8217;s Office"},"content":{"rendered":"<section id=\"t4-hero-block_17966ed3e38aa5cf23e356f1c10f1306\" class=\"block-t4-hero\" style=\"margin-top: 0px; margin-bottom: 50px; padding-top: px; padding-bottom: px;\">\n    <div class=\"grid-container\">\n        <div class=\"grid-x align-center align-middle\">\n            <div class=\"cell small-12 hero-title\">\n                <h1>The Ombudsman&#8217;s Office<\/h1>\n            <\/div>\n                                <\/div>\n    <\/div>\n<\/section>\n\n\n<section id=\"interac-breadcrumbs-block_418593e2a25d5d7fd3bacc96638fca2c\" class=\"interac-breadcrumbs\" style=\"background-color:#ffffff; margin-top: 0px; margin-bottom: 100px; padding-top: 0px; padding-bottom: 0px;\">\n    <div class=\"grid-container\">\n        <div class=\"grid-x grid-margin-x\">\n            <div class=\"cell small-12\">\n                <nav aria-label=\"Breadcrumb\" class=\"breadcrumb\"><ul class=\"breadcrumbs\"><\/ul><\/nav>            <\/div>\n        <\/div>\n    <\/div>\n<\/section>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<h3 class=\"wp-block-heading center\" id=\"h-table-of-content-nbsp\"><strong>Table of Content&nbsp;<\/strong><\/h3>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<ol class=\"wp-block-list center\">\n<li><a href=\"#overview\">Overview<\/a><\/li>\n\n\n\n<li><a href=\"#what-we-do\">What We Do<\/a><\/li>\n\n\n\n<li><a href=\"#what-we-cannot-do\">What We Cannot Do<\/a><\/li>\n\n\n\n<li><a href=\"#what-to-Include-in-your-request\">What to Include in Your Request<\/a><\/li>\n\n\n\n<li><a href=\"#privacy-considerations\">Privacy Considerations<\/a><\/li>\n\n\n\n<li><a href=\"#our-process-what-you-can-expect\">Our Process \u2013 What You Can Expect<\/a><\/li>\n\n\n\n<li><a href=\"#contact-us\">Contact Us<\/a><\/li>\n<\/ol>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"overview\"><strong>1. Overview<\/strong><\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\"><strong>What is the Interac Ombudsman and our Mandate?<\/strong><br>Interac Corp\u2019s Ombudsman\u2019s Office provides an independent and impartial avenue for individuals and organizations to raise concerns related to Interac products and services, where other appropriate channels of&nbsp;<a href=\"https:\/\/www.interac.ca\/en\/resources\/getting-help\/personal-faq\/\">escalation <\/a>have been exhausted.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">The Ombudsman reviews concerns fairly and transparently, with a focus on whether Interac\u2019s processes were followed appropriately and in line with Interac\u2019s standards, regulatory frameworks, and obligations.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">The Ombudsman provides problem\u2011solving and conflict\u2011resolution support for external parties, including customers and end\u2011users, when concerns related to Interac services remain unresolved after completing the appropriate complaint process with the relevant financial institution, merchant, or service provider.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\"><br>Our Commitment<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<ul class=\"wp-block-list center\">\n<li>When you contact the Interac Ombudsman, you can expect:<\/li>\n\n\n\n<li>Fair and equitable treatment<\/li>\n\n\n\n<li>Respectful, professional and timely communication<\/li>\n\n\n\n<li>Confidentiality and discretion in handling your information<\/li>\n\n\n\n<li>A neutral and unbiased review focused on process and procedural fairness<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"what-we-do\"><br><strong>2. What We Do<\/strong><br>The Interac Ombudsman can review concerns that relate to Interac\u2019s processes, systems, or the way participating organizations handled an Interac\u2011related issue.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">Please contact the Ombudsman only after:<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<ul class=\"wp-block-list center\">\n<li>You have raised the issue with your financial institution, merchant, or service provider, <strong>and<\/strong><\/li>\n\n\n\n<li>You have received their final response or have been advised that they are unable to assist further.<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"what-we-cannot-do\"><br><strong>3. What We Cannot Do<\/strong><br>Interac provides payment and verification services and is not a financial institution. As a result, there are important limits to what the Interac Ombudsman can assist with.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">In general, Interac Ombudsman cannot:<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<ul class=\"wp-block-list center\">\n<li>Override decisions made by your financial institution or merchant acquirer.<\/li>\n\n\n\n<li>Provide legal advice.<\/li>\n\n\n\n<li>Intervene until the individual or merchant has attempted resolution through the correct primary channel.<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">For additional details, on what Interac cannot do please see below:<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<figure class=\"wp-block-table center\"><table class=\"has-fixed-layout\"><tbody><tr><td>Interac e-Transfer<sup>\u00ae<\/sup><\/td><td>Interac acts solely as a facilitator of secure messaging between participating financial institutions and does not hold or control customer funds; all troubleshooting must be handled by your financial institution for resolution, as your bank account and relationship is held by them.<br><br>\nInterac cannot:<br>\n<ul>\n<li>Directly trace, hold, recall, or cancel Interac e-Transfer funds. Interac does not hold funds and cannot investigate missing or misdirected transfers.<\/li>\n<li>Access or resolve account\u2011level issues such as login problems, account holds, transaction limits, or Interac e\u2011Transfer Autodeposit settings.<\/li>\n<li>Investigate unauthorized transactions or fraud within your bank account.<\/li>\n<li>Determine whether to refund or reverse an Interac e-Transfer.<\/li>\n<li>Validate the legitimacy of messages requesting you to accept funds.<\/li>\n<\/ul>\n<\/td><\/tr><tr><td>Interac Debit<sup>\u00ae<\/sup><\/td><td>Interac Debit transactions are authorized by the financial institution and issues must be resolved with them.<br><br>Interac cannot:\n<ul>\n<li>Investigate Interac Debit transaction outcomes, payment declines, or card issues.<\/li>\n<li>Adjust transaction limits, remove holds, or review unauthorized Interac Debit transactions.<\/li>\n<li>Access your account balance, statements, or card details.<\/li>\n<li>Investigate device wallet (Apple Pay \/ Google Pay \/ Samsung Pay) issues tied to your bank card.<\/li>\n<\/ul>\n<\/td><\/tr><tr><td>Interac Direct<sup>\u2122<\/sup><\/td><td>All Interac Direct payments are processed by participating financial institutions. If the issue relates to payment processing, please contact the merchant first followed by your financial institution or follow merchant dispute processes. <br><br>Interac cannot: \n<ul>\n<li>Resolve disputes with merchants regarding purchases, refunds, goods\/services dissatisfaction, or billing discrepancies.<\/li>\n<li>Access details of your online banking or card accounts.<\/li>\n<li>Override financial institution or credit union transaction decisions.<\/li>\n<li>Adjust transaction limits, remove holds, or review unauthorized Interac Direct transactions.<\/li>\n<li>Access your account balance, statements, or account details.<\/li>\n<\/ul>\n<\/td><\/tr><tr><td>Konek<sup>\u2122<\/sup><\/td><td>For issues relating to your online purchase, delivery time, shipping options, product information, etc, please contact your merchant.<br><br>For issues about charges to your account that your merchant cannot answer, such as processing times, limits etc. or technical issues such as payment timing out, error message etc., please contact your Financial Institution.<br><br> Interac cannot:\n<ul>\n<li>Resolve disputes with merchants regarding purchases, refunds, goods\/services dissatisfaction, or billing discrepancies.<\/li>\n<li>Access details of your online banking or card accounts.<\/li>\n<li>Override financial institution or credit union transaction decisions.<\/li>\n<\/ul>\n<\/td><\/tr><tr><td>Interac Verified<\/td><td>Interac cannot:\n<ul>\n<li>Change or update your banking information.<\/li>\n<li>Resolve login failures or authentication problems related to your financial institution, service provider or governmental agency.<\/li>\n<li>Delete or modify your data held by an institution through which you authenticated to the Interac Verification Service.<\/li>\n<li>Reopen or recover deleted Interac Verified accounts for you.<\/li>\n<\/ul>\n<\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"what-to-Include-in-your-request\"><strong>4. What to Include in Your Request<\/strong><br><\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">If your concern remains unresolved after contacting the appropriate channel(s) and falls within the scope of the Ombudsman, providing complete information helps us review your concern efficiently.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">When submitting your request, please include:<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<ul class=\"wp-block-list center\">\n<li>Your name and contact information&nbsp;<\/li>\n\n\n\n<li>A clear summary of your concern and what you are asking the Ombudsman to review<\/li>\n\n\n\n<li>Relevant dates and transaction details (if applicable)<\/li>\n\n\n\n<li>The steps you have already taken to resolve the issue<\/li>\n\n\n\n<li>&nbsp;The response(s) you received from your financial institution, merchant, or service provider<\/li>\n\n\n\n<li>Copies of relevant correspondence or supporting documentation<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">Please do not include passwords, full card numbers, or online banking credentials in your submission.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"privacy-considerations\"><strong>5. Privacy Considerations<\/strong><\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">The Interac Ombudsman handles information with care, confidentiality, and discretion. Information you provide is collected and used for the purpose of reviewing, investigating and responding to your concern.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">Where necessary to complete a review, the Ombudsman may need to share relevant information with participating financial institutions or other parties involved in the Interac service related to your concern and able to assist in resolving it.&nbsp; Where this information can not be shared, it may not be possible to fully review or resolve your concern.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">Interac handles personal information in accordance with applicable privacy laws and Interac\u2019s privacy practices. For more information, please refer to <a href=\"https:\/\/www.interac.ca\/en\/privacy\/#interac-ca-privacy-policy\">Privacy &#8211; Interac<\/a><\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"our-process-what-you-can-expect\"><strong>6. Our Process &#8211; What You Can Expect<\/strong><\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">&nbsp;When the Ombudsman receives your request, we follow a structured and transparent review process:<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<ul class=\"wp-block-list center\">\n<li><strong>Submit Your Concern:<\/strong> Email <a href=\"mailto:ombudsman@interac.ca\">ombudsman@interac.ca <\/a>with a description of your concern and supporting information.<\/li>\n\n\n\n<li><strong>Acknowledgement:<\/strong> We will acknowledge receipt of your request within <strong>two business days<\/strong> and outline next steps.<\/li>\n\n\n\n<li><strong>Independent Review &amp; Information Gathering:<\/strong> The Ombudsman will assess the matter, request additional documents as needed and may&nbsp;investigate with&nbsp;relevant&nbsp;financial institution(s) or other parties.<\/li>\n\n\n\n<li><strong>Communication &amp; Updates:<\/strong> Updates will be provided as necessary. You may request a status update at any time.<\/li>\n\n\n\n<li><strong>Outcome &amp; Closure<\/strong>: At the end of a review, we will provide you with closure on the outcome. This can take upwards of eight weeks. For concerns where a review may be longer than typical timelines, we will let you know.<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\" id=\"contact-us\">7. <strong>Contact Us<\/strong><\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">You may contact the Interac Ombudsman &nbsp;by email or mail.<\/p>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<figure class=\"wp-block-table center\"><table class=\"has-fixed-layout\"><tbody><tr><td>Email:<\/td><td><a href=\"mailto:ombudsman@interac.ca\">ombudsman@interac.ca<\/a><strong><\/strong><\/td><\/tr><tr><td>Mail:<\/td><td><strong>Attention to: Office of the Ombudsman<\/strong><br>Royal Bank Plaza, North Tower<br>200 Bay Street, Suite 2400<br>P.O. Box 45, Toronto, Ontario<br>Canada M5J 2J1<\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div><\/div>\n\n<div class=\"grid-container\"><div class=\"grid-x align-center\"><div class=\"small-12 medium-8\">\n<p class=\"center\">If you believe you are a victim of fraud, contact your financial institution immediately.<\/p>\n<\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Table of Content&nbsp; 1. Overview What is the Interac Ombudsman and our Mandate?Interac Corp\u2019s Ombudsman\u2019s Office provides an independent and impartial avenue for individuals and organizations to raise concerns related to Interac products and services, where other appropriate channels of&nbsp;escalation have been exhausted. The Ombudsman reviews concerns fairly and transparently, with a focus on whether&hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"company_categories":[860],"class_list":["post-2993","company","type-company","status-publish","hentry","company_categories-about"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Ombudsman&#039;s Office - Interac<\/title>\n<meta name=\"description\" content=\"Interac Corp. employs an &quot;organizational ombudsman&quot; model to provide conflict resolution to internal and external parties. 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