Most Interac e-Transfer disputes are handled by your bank — not by Interac itself. Interac runs the network, but the customer relationship is with the financial institution. That's why the right escalation path almost always starts at the bank.
Step 1: Start with your bank
Call the customer service line or visit a branch. Ask for your complaint to be formally logged. Get a case number. Under the federal Financial Consumer Protection Framework, a bank must give you a written final response within 56 days of your complaint.
If front-line staff can't resolve it, ask to escalate to the bank's internal escalation office (often called a customer concerns office or ombudsperson). Every federally regulated bank must have a complaint procedure, and many have a dedicated office separate from regular customer service.
Step 2: Don't expect Interac to resolve individual disputes
Interac itself does not hold funds and cannot trace transactions. Per Interac's own guidance: "Issues affecting the Interac e-Transfer service must be reported to your financial institution for investigation and resolution." Interac's contact form is appropriate for systemic issues with the network — not for recovering specific transfers. For individual disputes, your bank is the right channel.
Step 3: OBSI — the sole external complaints body for banking
If your bank hasn't resolved the issue within 56 days, or you disagree with its final response, you can escalate to the Ombudsman for Banking Services and Investments (OBSI). As of November 1, 2024, the federal government designated OBSI as the sole external complaints body for all federally regulated Canadian banks — replacing the prior split system that included ADR Chambers Banking Ombuds Office (ADRBO).
OBSI reviews complaints independently and can recommend compensation up to $350,000. Their recommendations are not legally binding, but most firms comply — OBSI publicly names firms that refuse to follow a recommendation, which is a meaningful reputational consequence. Deadline: you must bring your complaint to OBSI within 180 days of the bank's final written response. obsi.ca
Alongside: FCAC — Financial Consumer Agency of Canada
The FCAC isn't a step in the escalation order. It supervises federally regulated banks for compliance with consumer-protection laws and does not resolve individual complaints, but you can report a bank you believe broke those rules — for example, by missing the 56-day deadline. FCAC website.
Step 4: Court
If all of the above fail, you can take the matter to small claims court (provincial limits vary — Ontario $50,000 as of October 2025, Alberta $100,000) or to a higher court for larger amounts. This is usually a last resort.
If fraud is involved
Always also report to:
- Canadian Anti-Fraud Centre
- Your local police (some bank claims require a police report number)
What to have ready before you file
- Date, time, and amount of the transfer.
- Recipient name, email, and (if known) bank.
- Screenshots from your banking app.
- Copies of any communication with the recipient.
- Your bank's previous case number(s) and the response you received.
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