ePortal Frequently Asked Questions

1. Who can use ePortal?

2. Do I have to use ePortal to file my complaint?

3. Who has online access to a complaint?

4. How do I know ePortal is secure?

5. What if I manually filed my complaint but I would like to continue with my complaint online?

6. What is the difference between an Individual account and an Agency account?

7. I have an agent representing me, can I have access to the complaint online?

8. How many complaints can I file under my account?

9. What are the payment options for filing online?

10. Can I submit my disclosure to the Respondent with my online account?

11. What document format(s) can I use for my submissions?

12. Who has access to my account information and the Submissions I am providing in my account?

13. How do I enter the CAPTCHA information when registering?

14. I attached a document to my complaint, why can I no longer open it?

15. Is there a size limitation to the documents I attach to my complaint?



1. Who can use ePortal?

All complainants can file and access their complaint(s) online once they have registered for an account. To register for an account click here.

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2. Do I have to use ePortal to file my complaint?

No, online filing is not mandatory. To learn how to file manually, click here.

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3. Who has online access to a complaint?

Only the complainant(s) on file will have access to their own complaint(s) online. There is a controlled system in place to make sure that a complaint is only seen by its complainant(s). The Assessment Review Board (ARB) and its staff also have access to all online complaints.

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4. How do I know ePortal is secure?

ePortal uses a secure server to protect information travelling between the browser on your computer and the Calgary ARB website. All information is encrypted (scrambled) so that no one else can read the information being sent back and forth.

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5. What if I manually filed my complaint but I would like to continue with my complaint online?

Once you receive your Notice of Hearing, you can gain electronic access to your complaint at any time in the process. So, for example, if you manually filed your complaint but would like to file your disclosure online, just register for an account and then click on the “Request Access to a Complaint” link. You will be asked to enter your complaint’s File Number and Electronic PIN. This information can be found on the complainant’s Notice of Hearing.

Note: You can use this PIN to grant online access to another party. This will give them access to view and make updates to your complaint(s). If this party will be attending the ARB hearing as a Complainant, the original Complainant must notify the ARB in writing of the names of all parties. Please contact us for further information.

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6. What is the difference between an Individual account and an Agency account?

An Individual account is for complainants who are not professional agents. An Agency account is for organizations with professional agents who represent clients for a fee. An Agency account is also for a professional agent who works on their own and not for an agency. You will be asked to decide what kind of account you would like when you are registering. An agency only needs to create one account and then the agency’s own account administrator can create multiple users under that account.

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7. I have an agent representing me, can I have access to the complaint online?

The agent who is representing you is considered the complainant, and only complainants receive Notices of Hearing with the File Number and Electronic PIN necessary for other parties to access the complaint online. Please contact your agent and request this information.

If you change agents or decide to represent yourself part way through the process, contact the ARB. The ARB will terminate your first agent’s access to the complaint and will grant access to you, or your new agent.

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8. How many complaints can I file under my account?

You can file as many complaints as required under your account. Use the “File a Complaint” link in your account.

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9. What are the payment options for filing online?

If you are submitting your complaint online, filing fees can be paid by credit card (Visa, Mastercard, and American Express) or debit card (Bank of Montreal, Royal Bank of Canada, Scotiabank, and TD Canada Trust). All credit card and debit card payments are processed through an encrypted third party online payment processing agent. The ARB never obtains, retains or has access to your payment information. Payment for filing fees must be received at the time you submit your complaint(s).

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10. Can I submit my disclosure to the Respondent with my online account?

No you cannot. You must submit your disclosure to the Respondent (the City of Calgary Assessment Business Unit) directly. Submitting your disclosure in your online account only meets your legislative requirement to submit disclosure to the ARB. It does not meet your requirement to disclose to the Respondent.

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11. What document format(s) can I use for my submissions?

Submissions made to the ARB through ePortal must be in one of the following file formats: doc; docx; pdf; xls; xlsx; rtf. Submissions made in a different format will be neither received nor processed. Please also note that attachments cannot exceed 20MB.

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12. Who has access to my account information and the Submissions I am providing in my account?

Your account, along with the information you provide when registering for an account (email address, name and phone number), can be accessed and used by the ARB in order to carry out the complaint process. Your account password cannot be accessed. Your credit card information is never obtained, retained or accessed by the ARB.

Your Submissions (e.g. Complaint Form, Disclosure, Postponement/Grouping Requests, etc) are also used by the ARB to carry out the complaint process and can be used at a hearing that is open to the public. Your Submissions may become a part of public record. Collection, use and disclosure of personal information is subject to the Alberta Freedom of Information and Protection of Privacy Act (FOIP). For more information see the Terms of Use.

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13. How do I enter the CAPTCHA information when registering?

The CAPTCHA code requirement is to prove that you are a human and to prevent automated registration. It is case sensitive, and must be entered exactly as displayed in the CAPTCHA image, with no spaces.

If the CAPTCHA image is not displayed, please update your browser to the newest version. Alternatively, you may also try right-clicking on the broken image and then selecting "Show Image", but the more reliable solution is to update your browser.

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14. I attached a document to my complaint, why can I no longer open it?

All documents uploaded to ePortal by the complainant are available for two weeks from the date they were filed. After this time they are removed from ePortal and kept on record at the ARB for the remainder of their lifecycle.

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15. Is there a size limitation to the documents I attach to my complaint?

Yes, the file size limit is 20 megabytes.

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