/Phoenix: What to do if you have not been paid

Phoenix: What to do if you have not been paid

Following last week’s message to all public servants from the Deputy Minister overseeing Phoenix, Public Services and Procurement Canada has provided public servants with a list of steps to follow if they have not been paid.

Steps Public Servants Can Take

Step 1: Verify that your organization is served by the Pay Centre

If it is, please proceed to step 2.

If your organization is not on this list, please contact your manager.

Step 2: Contact your manager

  • Tell your manager that you are not getting paid. Your manager can explore the reasons why you may not be getting paid. Some reasons may include:
    • back to work after a long sick leave;
    • changes in your work schedule (progressive return);
    • changes in employment status such as from a term to indeterminate;
    • you are on maternity leave; and
    • you are a new employee.

Step 3: Contact the Pay Centre

Initiate a pay action request

If the Pay Centre needs paperwork to ensure you get paid, your manager can initiate a pay action request.

With a pay action request, the following options are available:

  • an emergency salary advance:
    • it takes about five to seven days to get paid after the request is processed; and
  • a review of your pay file to fix the issues:
    • review the Pay Centre service standards to determine the priority assigned to your case.
Order of case priorities
  1. New hires;
  2. Return from leave without pay and terminations;
  3. Maternity top ups; and
  4. Changes to pay such as promotions and acting pay.
What your manager may need from you to complete an emergency salary advance
  • Your personal record identifier (PRI);
  • The dates that you have not been paid;
  • A void cheque or a printed copy of your bank account information;
    • You will receive your payment by direct deposit; and
  • Your current classification and salary.
Complete the Pay Action Request form

Once all forms are completed the manager should send them to your human resources department.

Calling the Pay Centre

The Contact Centre is currently experiencing high call volumes. Public servants may get a busy signal and calls may be disconnected. Public Services and Procurement Canada is apologizing for this inconvenience and has said they appreciate the patience of public servants during this time.

  • In Canada or the United States: 1-855-686-4729
    • Monday to Friday, 8:00 am to 4:00 pm local time
  • Outside Canada and the United States: 506-424-4330
    • Monday to Friday, 7:30 am to 8:00 pm Atlantic Time
  • TTY (for persons with hearing loss): 1-855-393-1558 or 506-424-4085
  • Executive Services: 1-844-423-4765
    • Monday to Friday, 7:30 am to 8:00 pm Atlantic Time

Step 4: Follow up

If you were unsuccessful in resolving the issue, you may follow up on your case by completing the Phoenix Case Status Request form.

You may also email the Client Satisfaction Bureau, which is a team of dedicated compensation advisors to quickly resolve issues.

Questions and Answers

I’m a new employee. How long will it take to receive my first pay?

It is important to note that the Government of Canada is paying in arrears; which means that you are paid for the weeks you work. Once all necessary information is received by the Pay Centre, you should receive your first pay within 4 to 6 weeks.

How is the Pay Centre addressing issues?
  • Phoenix experts are on site and online;
  • Forty new compensation advisor trainees were hired in January 2016 and have started to process cases;
  • Fifty additional temporary resources have been hired to answer calls; and
  • A web-based tool is now available to allow employees to receive an update about their cases within 48 hours.

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