The Ombudsman’s Office

Our Model and Mandate

Interac Corp.’s Ombudsman provides problem-solving services and conflict resolutions for external parties such as client/customers and end-users where other channels of escalation remain unresolved.

Our mandate is to facilitate resolutions for issues and complaints through mediation, negotiation, referrals, and cooperation between the involved parties. We will ensure to handle all situations or disputes fairly, respectfully, efficiently, and transparently.

We leverage the following to achieve successful outcomes:

1. Institutional knowledge and organizational agility;
2. Understanding of the organization’s business objectives and competing interests;
3. Proficiency in dealing with external parties at all levels;
4. Focused attention to listening, questioning and clarifying; and
5. Ability to surface problems; reframe issues, recommend solutions and document outcomes.

We employ the following to ensure the integrity of our operations:

1. Confidentiality and discretion;
2. Principles of good governance;
3. Standards of fairness and equitable treatment;
4. Consistent, systematic approach to the resolution of complaints; and
5. Commitment to act ethically and in good faith.

Interac’s Ombudsman

Interac’s Ombudsman is responsible for the organization’s accountability, governance and oversight functions.

Inquiries and complaints may be submitted by mail or email.

Our Process

• We will acknowledge your request within two business days.
• Requests that require further investigation and review may take up to four to eight weeks. We will ensure provide status updates periodically during the request.
• At any time during the complaint handling process, you may request information on the status by contacting us at ombudsman@interac.ca.