Frequently Asked Questions for Restaurants, Bars, Hotels and Institutions (ÉCSP)
Useful definitions:
- ECSP = On-site consumption establishment
Consignaction Portal
What is the Consignaction portal, and what is it used for?
The Consignaction portal is a platform that allows on-premises consumption establishments (ECSP)covered by the deposit-refund Regulation to register with Consignaction. Registration on this portal is a mandatory regulatory requirement for these establishments. The portal containscontains important information such as the deposit-refund Regulation. It also allows establishments to provide information essential to the smooth operation of the deposit-refund modernization. Signingto the portal is the first step to taking advantage of the free collection service offered by Consignaction.
What is my customer number, and how can I find it?
The customer number is assigned once registration on the portal is completeand and you have entered your on-site consumption locations. You can find it by logging into the portal, in the "Sites" section on the left (e.g.. : S12345). This code is required to request a pickup via the form and the app, but also for requesting equipment.
What is the difference between the portal and the mobile app?
The portal is the general registration with Consignaction; it is a database database that allows you toîlocations locations where of containers and to verify theeligibilityfor the collection service. TheThe mobile is a tool for requesting a pickup at your facility. You will not access to the collection without first registering on the .
Which entities can register on the portal?
The entities eligible to register on the ÉCSP portal are on-premises establishments covered by the deposit-refund Regulation, that is, non-mobile establishments that offer food or beverages for immediate consumption on the premises. Examples: restaurants, bars, cafés, brasseries, hotels, inns, motels, school cafeterias, CEGEPs and universities, hospitals, clinics, senior living facilities, daycare centers, correctional facilities.
Public venues can also register on the Consignaction portal to indicate their recovery needs.
How do I register my institution on the portal?
To create an account on the portal, please follow this link: ECSP Portal - Consignaction.
If you encounter any difficulties during registration, you can consult the ECSP portal registration procedure.
ECSP customer service can be reached by email at ecsp@consignaction.ca or by phone at 1 877 CANETTE 1-877-226-3883) – press 2 to speak with the team dedicated to on-site consumption facilities.
How can I get the boxes for Consignaction cans?
Once your establishment is registered on the portal and your account has been approved, you can request a free starter kit. This starter kit includes a corrugated cardboard box and a pack of 20 bags.
To request it, please fill out the ECSP and Public Places Equipment Request Form - Consignaction. Once you receive the kit, you must order a replacement supply through the Consignaction website store.
Pickup Service
Which entities are eligible for the collection service?
All on-premises establishments with 20 or more seats have access to the Consignaction collection service. Establishments with fewer than 20 seats or that do not meet the definition of an on-premises dining establishment are invited to bring their redeemable containers return sites .
What are the on-site dining options?
On-premises establishments covered by the Deposit-Refund Regulationdeposit-refund Regulation deposit-refund non-mobile establishments that offer food or beverages for immediate on-site consumption. For examplee.g. : rrestaurants, bars, cafés, brasseries, hotels, inns, motels, school cafeterias, CEGEPs and universities, hospitals, clinics, senior residences, daycare centers, correctional facilities.
What collection criteria must be followed?
The 9 CONDITIONS relating to the holding of the pick-up planned:
- The customer must have: – At least 5 bags; – at least 10 crates; – At least 3 bags and 5 crates; – No maximum.
- A resource must be available to return the accumulated containers to the collector.
- Bags and crates must be near the building exit.
- There should be no liquid in the bottom of the bags.
- Bags must be in good condition and filled to the line. Ripped or incomplete bags will be refused.
- Please use only the bags identified and provided by AQRCBou, or transparent bags of the same capacity. Any other bags may be refused.
- The bags do not contain beverage containers not covered by the system. deposit-refund .
- The bags do not contain any waste or glass.
- Glass containers are placed in cardboard boxes.
How do I request a pickup?
For the Montreal–Laval–Montérégie–Mauricie region:
You can now request a pickup through the Consignaction mobile app.
To request access to the application, please send an email to ecsp@consignaction.ca, with the subject line: “Request for access to the app.” You will then receive a temporary password to log in. Once in the app, you can select your preferred pickup date and specify the number of bags or crates to be picked up. On collection day, the collector picks up your bags, which are transported to a return site where your containers will be counted. Once the count is complete, you’ll receive the funds directly through the mobile app. You can withdraw the funds via Interac e-Transfer whenever you like.
For the rest of Quebec:
To request a pickup, you must first register on the Consignaction portal. Once you have completed your registration, you must fill out the designated pickup form. Your pickup will take place within 5 to 10 days of the form’s approval.
- What is the average wait time for treatment?
- What are the options for getting deposit-refund on the deposit-refund
- Does Consignaction take a percentage of the deposit-refund
- Who should I contact if I have problems with my pickup?
Mobile application
How do I change my email address?
You will need to contact us so we can make the change manually. Please send an email to ecsp@consignaction.ca or contactr our customer service at 1 877 CANETTE 1-877-226-3883) – press 2 to speak with the team dedicated to on-site consumption establishments.
Do you offer pickup services for businesses?
We offer a pickup service for on-premises establishments—that is, establishments that serve food and where customers can eat a beverage on the premises. To take advantage of this service, you must first complete your registration on the Consignaction portal Restaurants, Bars, Hotels, and Institutions (ECSP) - Consignaction.
Do you pick up from apartments and condos?
No, the collection service is reserved for professionals—specifically establishments on-premises consumption. As a resident, you can return your containers to return sites Map of return sites Consignaction.
How do I schedule a collection for my school?
To schedule a pickup, click “Start here.” You will then be guided through the process to schedule your pickup.
- Please enter the pickup address and the name of your establishment, which the driver will see when they arrive.
- Select the date for your pickup, whether you want it to be a recurring pickup, and your preferred time for the collector to stop by. Please note that this is a preference and not a guarantee that the collector will stop by at that specific time; our collectors do their best to accommodate these preferences.
- Specify the number of bags – if you have glass, please click on “crates, boxes, and bins” and indicate the number of crates to be picked up.
- Taking a photo of your collectibles is optional.
- Provide instructions for the driver regarding the location of your bags or any other specific instructions. If the driver cannot find your bags or boxes upon arrival, they will call the number saved in your contacts. If a different number should be called for this pickup, please specify it by checking “Use a different number for this pickup.” The driver cannot call the number if you write it in the comments section.
- Your request has been processed! If you selected a recurring option, please stick to it to avoid unnecessary visits. You can change your recurring schedule at any time.
I no longer need my fundraiser. How do I update it?
To edit or delete a collection, click “Edit collection”; you can then modify it—change the date or frequency—by clicking thepencil or cancel it by clicking thetrash trash can icon. You will receive a confirmation email regarding the change or cancellation.
The driver didn't call me when he came by. Why?
The driver can only call the number you specified in your request. If you haven’t added a phone number for for the collection, the app will select the one listed in your contact record by default.
The driver didn't want to pick up my bags. Why?
If the driver did not pick up your bags, it means you did not follow the pickup instructions. As a reminder, you must have at least:
- Minimum of 5 bags.
- Minimum order of 10 cases
- A minimum of 3 bags and 5 boxes
Why hasn't my donation been processed yet?
Bags are counted within 7 to 14 days. If your drop-off is less than 7 days old, please be patient. If it has been more than 14 days, you can report it to us directly through the mobile app. All inquiries regarding uncounted bags that have been at Express Return more than 14 days must be submitted exclusively through the Consignaction mobile app.
How do I withdraw my available balance in the Consignaction mobile app?
- Open the app and tap the "$" icon at the bottom of the screen, next to your balance.
- The app will ask you to create a one-time security question that is valid only for this transfer.
- An Interac transfer will be sent to the email address you provided when you registered. Depending on your financial institution, processing may take up to 7 business days, although in many cases, the amount is credited to the account holder’s bank account within 24 hours of the request.
How can I get my money?
Via electronic transfer! Simply log in to the Consignaction app and request a refund. This will trigger the sending of an electronic transfer to your email address, which you can then use to deposit deposit at any participating financial institution of your choice.
I haven't received my Interac e-transfer yet. What should I do?
Once you’ve requested a transfer in the app, it may take up to 7 business days for the funds to appear in your account, depending on your financial institution’s processing times. Make sure the email address associated with your account is correct and accessible, and that it matches the one you usually use for bank transfers. Also check your spam folder; the message may have ended up there. You can try sending the transfer to an additional email address that you can add to your profile’s authorized emails, without changing your primary address. If the problem persists, contact your financial institution to check for possible delays or blocks.
My transfer was canceled. What should I do?
A transfer is automatically canceled if the amount has not been received within 7 days or after three failed attempts, for example due to an incorrect email address or an incorrect answer to the security question. When the transfer is canceled, the amount is automatically credited back to your Consignaction account, and you can submit a new request through the app.
What happens if I forget the answer to my security question?
If you forget your secret answer, intentionally enter three incorrect answers. The transfer will be automatically canceled, and the funds will be returned to your Consignaction account. You can then submit a new request by choosing a new secret answer.
I can't log in to my account. What should I do?
Make sure your email address and your password are correct. Click “Forgot Password” if necessary.
My account has been locked after several attempts. What should I do?
After 10 failed attempts, your account has been temporarily locked. Please wait a few minutes and try again. If the problem persists, please send an email to ecsp@consignaction.ca.
I never received the password reset email. What should I do?
Check your spam folder. Make sure the email address you entered is correct. If not, contact our customer service department at 1 877 CANETTE 1-877-226-3883) – press 2 to speak with the team dedicated to on-site consumption facilities.