The Ombudsman’s Office

1. Overview

What is the Interac Ombudsman and our Mandate?
Interac Corp’s Ombudsman’s 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 escalation have been exhausted.

The Ombudsman reviews concerns fairly and transparently, with a focus on whether Interac’s processes were followed appropriately and in line with Interac’s standards, regulatory frameworks, and obligations.

The Ombudsman provides problem‑solving and conflict‑resolution support for external parties, including customers and end‑users, when concerns related to Interac services remain unresolved after completing the appropriate complaint process with the relevant financial institution, merchant, or service provider.

Our Commitment

• When you contact the Interac Ombudsman, you can expect:
• Fair and equitable treatment
• Respectful, professional and timely communication
• Confidentiality and discretion in handling your information
• A neutral and unbiased review focused on process and procedural fairness

2. What We Do
 The Interac Ombudsman can review concerns that relate to Interac’s processes, systems, or the way participating organizations handled an Interac‑related issue.

Please contact the Ombudsman only after:

• You have raised the issue with your financial institution, merchant, or service provider, and
• You have received their final response or have been advised that they are unable to assist further.

3. What We Cannot Do
 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.

In general, Interac Ombudsman cannot:

• Override decisions made by your financial institution or merchant acquirer.
• Provide legal advice.
• Intervene until the individual or merchant has attempted resolution through the correct primary channel.

For additional details, on what Interac cannot do please see below:

4. What to Include in Your Request

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.

 When submitting your request, please include:

• Your name and contact information 
• A clear summary of your concern and what you are asking the Ombudsman to review
• Relevant dates and transaction details (if applicable)
• The steps you have already taken to resolve the issue
•  The response(s) you received from your financial institution, merchant, or service provider
• Copies of relevant correspondence or supporting documentation

Please do not include passwords, full card numbers, or online banking credentials in your submission.

5. Privacy Considerations

 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.

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.  Where this information can not be shared, it may not be possible to fully review or resolve your concern.

Interac handles personal information in accordance with applicable privacy laws and Interac’s privacy practices. For more information, please refer to Privacy – Interac

6. Our Process – What You Can Expect

 When the Ombudsman receives your request, we follow a structured and transparent review process:

• Submit Your Concern: Email ombudsman@interac.ca with a description of your concern and supporting information.
• Acknowledgement: We will acknowledge receipt of your request within two business days and outline next steps.
• Independent Review & Information Gathering: The Ombudsman will assess the matter, request additional documents as needed and may investigate with relevant financial institution(s) or other parties.
• Communication & Updates: Updates will be provided as necessary. You may request a status update at any time.
• Outcome & Closure: 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.

7. Contact Us

You may contact the Interac Ombudsman  by email or mail.

If you believe you are a victim of fraud, contact your financial institution immediately.