Experiencing problems with your pay
This page provides steps to follow if you need to report a pay issue.On this page
- Step 1: Inform your manager
- Step 2: Report your pay issue
- Step 3: Track your pay issue using Track myCase
- Tips on submitting a PAR
- Related links
This page applies to departments and agencies served by the Pay Centre. Employees of departments and agencies not served by the Pay Centre should contact their departmental compensation unit. All employees, regardless of department or agency, can submit Phoenix Feedback forms.
All employees should request additional guidance from their manager, departmental human resources (HR) unit and finance unit, as pay-related information and processes are subject to change.
If you are experiencing problems with your pay, follow the steps below to help ensure your pay issue is resolved quickly and accurately.
Step 1: Inform your manager
The first step is to inform your section 34 manager, who can guide you through your department’s internal human resource (HR) processes and help you identify the best options available for your particular issue. This first step is critical in identifying whether your issue is related to:
- a pay transaction, such as a salary change or leave without pay, or
- an HR issue, such as a letter of offer, retirement package, maternity leave document, acting form, or any other HR-related document that must be correctly filled out and sent to your HR team
Step 2: Report your pay issue
Your manager will help you choose one of the following 3 options:
- call the Client Contact Centre to speak to an agent:
- in Canada or the United States: 1 855 686 4729, Monday to Friday, 7 am to 7 pm eastern time
- outside Canada and the United States: 506 424 4330, Monday to Friday, 7 am to 7 pm eastern time
- submit a Phoenix feedback form, which can be used to flag a:
- technical issue
- missing pay or concern about your pay
- $0 pay, in which case, you should also immediately inform your manager
- submit a pay action request form (PAR)
Important NoteA PAR form is only required for pay services actioned by the Pay Centre, and must be signed by a section 34 manager with a delegating financial authority and sent to your department’s trusted source. The trusted source validates the PAR and forwards it to the Pay Centre. For details, see Tips on submitting a PAR below.
Step 3: Track your pay issue using Track myCase
If you submitted a PAR, you can track it using the Track myCASE web application. For more information, see the frequently asked questions on Track myCase.
Note: Phoenix feedback forms cannot be tracked in Track myCASE.
Tips on submitting a PAR
When submitting a PAR, your section 34 manager should confirm that the following items have been correctly completed:
- all required documentation has been sent to the Pay Centre (where required, see below)
- all required entries have been made properly in the system
- all pay requests have been approved in the system
It is the responsibility of your section 34 manager, your departmental HR contact and your department’s trusted source to ensure that the above items are complete.
In some cases, there may be a delay between when you submit your pay request and when it is received by the Pay Centre.
To follow up on a PAR, submit a Phoenix feedback form.
- Pay process roles and responsibilities
- Client Contact Centre
- Pay forms
- Why the Pay Centre rejected your pay action request
- Submit a pay action request
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