What to do if you are having pay issues
Public Services and Procurement Canada is working tirelessly to resolve all pay issues as quickly as possible. If you are having a pay issue, please follow the steps below.
Step 1: Confirm that your issue is pay-related
Are you receiving the correct pay? If not, your issue with Phoenix is pay-related and you should proceed to step 2.
If you are having trouble using the Phoenix application (example: Cannot get pay stub, cannot understand paystub, need help with Extra Duty Pay (EDP), Timesheet, Schedule, Section 34, etc...), your issue is technical and you should email the Compensation Web Applications Service Desk or phone them at 1‑855‑634‑2358.
Step 2: Verify that your organization is served by the Public Service Pay Centre
If your department or agency is on the list, please proceed to step 3.
If your organization is not on this list, your manager can direct you to the appropriate internal contact to address your pay issue.
Step 3: Contact your manager
Tell your manager you are having a pay issue. Your manager can help you determine the reason for the issue and help you get an emergency salary advance through your department’s internal processes.
Your manager may need to submit a pay action request.
Step 4: Report your pay issue
Whether by phone or online, to report a pay issue, you must provide your:
- PRI
- Telephone number
- Department
- First and last names
Online
Report a problem through the Phoenix feedback form.
The Pay Centre will triage requests based on priority. Our staff may follow up with you for more information to resolve your pay issue, and to provide a case status update, if requested.
The feedback form will also allow you to request an emergency salary advance. Your department is responsible for issuing an emergency salary advance.
Call centre
The agents will take your information, triage and register your request, and ensure it is dispatched to the appropriate office.
Phone the call centre
- 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
- TTY (for persons with hearing loss): 1‑855‑393‑1558 or 506‑424‑4085
Step 5: Follow up
New! Track myCASE (available on the Government of Canada network only). If your department or agency is serviced by the Pay Centre, you can now follow the status of your pay-related case. Find out more about Track myCASE (available on the Government of Canada network only).
Note:
If you do not have access to the Government of Canada network, or your department or agency is not serviced by the Pay Centre, please use the Phoenix feedback form.
Related links
- Employees: Understanding your pay—general information about how pay works for federal employees
- Compensation web applications—view and print pay stubs and tax slips issued before the transfer to Phoenix (web page available on Government of Canada network only)