Complaint Resolution.

Complaint Handling Procedure

Please file your complaint to OTT Pay Inc. (“OTT”) using one of the following mediums:

  • By email to ottpay@ott.ca
  • By email to your Business Development representative
  • By mail to Complaints Handling, OTT Pay Inc., 1123 Leslie Street, North York, ON M3C 2K5

Nothing int he procedure contained here restricts the merchant from filing complaints directly with the Financial Consumer Agency of Canada (FCAC) https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html at any stage of the complaint process. Refer to Step 3 External Escalation steps for the FCAC’s contact information.

In order to expedite and resolve the matter, please provide OTT with as much information as possible:

  • a summary of the concern
  • the date and time the concern occurred,
  • the communication method used,
  • if a payment transaction was involved — the amount and any other details that can be shared,
  • names of any other parties and dates of communication with the OTT representative or any involved Payment Card Network Operator (PCNO) or Acquirer or other representative involved,
  • copies of any supporting documentation where necessary (agreements, statements, correspondence from Acquirer or PCNP)

Step 1: Complaint Receipt and Acknoledgement

OTT will acknowledge receipt of the complaint to the merchant within 5 business days of receiving the complaint.

Step 2: Investigation and Resolution

OTT will investigate and address the complaint within 20 business days, and provide a written response containing, at minimum:

  • A summary of the complaint.
  • The final result of the investigation.
  • The final decision, including an explanation; and
  • Information on how to further escalate the complaint in the event of an unsatisfactory outcome.

If OTT cannot provide a response within 20 days, the merchant will be informed of the delay, the reason of the delay, and the expected response time.

The response to the merchant is to include escalation protocols an steps that can be taken by the complaint.

Step 3: Escalation

Internal Escalation

If the complaint is not resolved to the satisfaction of the merchant, merchants may request that the complaint be escalated to the Compliance Department at OTT with an email to compliance@ott.ca.

External Escalation

To file a complaint of non-compliance with the Code of Conduct for the Payment Card Industry in Canada https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html you may file a complaint directly with the Financial Consumer Agency of Canada (FCAC).

The FCAC can be reached: