Billing documents FAQ's
Q. I recently paid an invoice, but it still appears on my statement of account. What should I do?
A. The statement of account includes a box called "Statement Period" that confirms the start and end date for all information contained in that statement. Only payments made within that period will be reflected on that statement, any subsequent remittances will appear on your next statement.
For payments that occurred after the closing date indicated on your statement, there is no need for any action on your part. The payment will be reflected on your next statement of account.
However, if a payment made within the statement period is not showing, please contact the NRC Finance Branch by phone at 613 991-2009 or by fax at 613 998-7151 and a member of the NRC Finance team will be pleased to assist you.
Q. I am used to finding the detailed order information on my invoice. Where can I now access this information?
A. CISTI's invoices have been streamlined to provide a sales summary of charges for the categories of products and services we are providing. These can include: copyright fees, direct copy fees, direct loan charges, Link Copy charges, etc.
A new Transaction Details document will accompany each invoice related to document delivery and/or table of content services. This report will provide detailed information about the transactional charges that are summarized on a particular invoice. The invoice number appears at the top of the Transaction Details document.
You will notice that the Transaction Details document breaks down the charges, surcharges and copyright fees that are reported on the invoice for each transaction. It also includes enhanced bibliographic information about your order such as ISSN number.
If you prefer not to receive the Transaction Details document, you can request that this report be suppressed upon.
The totals that are reflected on a particular invoice and its Transaction Detail document should be the same. If you find any discrepancies, or require any assistance with these documents, or if you wish to suppress the Transaction Details document, please contact us by phone to 1-800-668-1222 or 613 998-8544 or by fax 613 954-2217 and a member of the CISTI team will be pleased to assist you.
Q. I paid for my order using my credit card and I have now received an invoice. Why am I being invoiced again?
A. CISTI provides invoices for all orders processed, including those orders that are prepaid by credit cards, to ensure that our clients receive a record of their transactions.
Orders that have been charged to a credit card will include a statement that reads: "DO NOT PAY - Credit Card Payment has been received". This statement appears at the bottom of the invoice, next to the balance.
If you receive such an invoice, there is no further action required on your part as the costs have already been charged to your credit card.
Q. I am not sure what currency is being referenced in my invoices and statements. Do I remit payment in Canadian or US dollars?
A. CISTI includes currency information on all of its billing documents to make it easier for our clients to determine whether payment needs to be remitted in Canadian (CAD) or US (US) dollars.
Currency information appears in the box on the top right-hand side on all Invoice and Transaction Detail documents, and appears in the right-most column on the Statement of Account.
Q. What are GST, HST and PST?
A. The Goods and Services Tax (GST), Harmonized Sales Tax (HST) and Provincial Sales Tax (PST) are all taxes that are paid for goods and services in Canada to the federal and/or provincial government(s).
For more information about federal taxes such as GST and HST, visit the Canada Customs and Revenue Agency (CCRA) Web site.
There are various situations that entitle Canadian and non-resident individuals or businesses to a GST/HST rebate through the Canada Customs and Revenue Agency (CCRA). To learn more about how to request GST and HST rebates, visit the CCRA Web site.
The CCRA Web site also includes links to provincial tax institutions, by province or territory. These sites will provide more information about provincial sales taxes that apply in your province.
Q. I don't understand what the charges described on my invoice mean. Can you explain what I am paying for?
A. You will find a number of different charges now appear on your invoices. An explanation of the current charges for CISTI products and services is available online price list.
If there are charges that are still not clear, please contact us by phone to 1-800-668-1222 or 613 998-8544 or by fax 613 954-2217 and a member of the CISTI team will be pleased to assist you.
Q. I would prefer that my orders be charged directly to my credit card. What do I need to do to put this change into effect?
A. You need to contact a Client Services representative and request a change in your method of payment. Please contact us by phone to 1-800-668-1222 or 613 998-8544 or by fax 613 954-2217 and a member of the CISTI team will be pleased to assist you.
Q. How do I pay my invoice or statement of account?
A. Payments made by cheque or money order should be payable to the "Receiver General for Canada". Please quote the invoice number on payment documents and correspondence and remit to:
National Research Council Canada
Finance Branch
Building M-58
1200 Montreal Road
Ottawa, ON K1A 0R6
CANADA
You can also pay your invoice by credit card and to do so, please contact the Finance Branch by phone to 613 991-2009 or by fax 613 998-7151 and a member of the NRC Finance team will be pleased to assist you.
Q. Who do I call if I need more information about my invoice, transaction detail document or a statement of account?
A. Our team remains committed to delivering a high level of service to our clients and we are happy to assist you.
Please direct any invoicing or account enquiries by phone to 1-800-668-1222 or 613 998-8544 or by fax 613 954-2217.
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