Contact the Client Contact Centre

Contact us for help with pay, compensation and benefits, and for technical issues when using MyGCPay, the Compensation Web Applications (CWA) and the Phoenix pay system.

We serve current and former federal public service employees, no matter if your organization is served by the Public Service Pay Centre or by its own compensation unit.

Self-service options

Get assistance

Haven’t found what you’re looking for by using our self-service options listed above? Call us or use our form.

Call us

Trouble signing in to Phoenix or with myKey? Contact your organization's information technology (IT) help desk.

Use our form

Submit a My Pay Enquiry form

How we can help

 

For everyone - How we can help with pay enquiries

Our agents can:

  • provide updates on any previously reported enquiry
  • report new pay enquiries to your compensation unit, which include enquiries related to:
    • missing pay
    • termination (death in service, end of contract, resignation, retirement, record of employment amendment, severance)
    • benefits
    • leave (leave without pay, leave with income averaging, pre-retirement, Workers Compensation Board, maternity/parental, return from leave)
    • overpayment
    • tax
    • collective agreements
    • other enquiries, such as those about acting, allowances, change in employment, pay cheques, direct deposit, deductions, entitlements (deductions), extra duty pay, garnishments, missing partial pay, repayment of emergency salary advances, transfer-in or transfer-out
  • address technical enquiries related to web applications, such as:
    • access to CWA, Phoenix and MyGCPay
    • timesheet entry or schedule updates
  • address reporting and approving time in the Phoenix pay system, such as:
    • enter extra duty pay, overtime and additional hours
    • view reported time in timesheet and payable time detail
    • create and modify a schedule
    • select a Section 34 manager
    • view a pay stub/tax slip
  • all general enquiries concerning pay

Self-service: Submit a pay action request to the Public Service Pay Centre (only for organizations served by the Pay Centre)

For organizations served by the Pay Centre - How we can help with changes and enrolment

Our agents can:

  • change your address if you have permanently left the public service
  • update your direct deposit information (you can also do this yourself via Phoenix self-service (available on Government of Canada network only)) once the required forms are submitted to the Pay Centre
  • activate or deactivate your option to receive a paper pay stub
  • send electronic copies of your pay stubs and tax slips via Connect™ if you are a terminated employee or an employee on extended leave (maternity, education, sick, etc.)
  • update your information to withhold, amend, or remove additional taxes, and validate and update your tax data once required forms are submitted to the Pay Centre
  • Change your tax deduction to match your province of residence rather than your province of work, once all the required forms are submitted to the Public Service Pay Centre (available to eligible employees working in Quebec but residing in Ontario, New Brunswick or Nova Scotia)
  • activate your enrolment in time reporter and maintain time reporter data in Phoenix
  • stop Vacation Pay and Prem Pay in Lieu of Stat Holiday allowances for ineligible employees
  • create pay transactions for exceptional extra duty pay older than 6 months in Phoenix for active employees once the required forms are submitted to the Pay Centre
  • complete forms and send it to those who have not received it
    • Annex A form
    • Agreement and Undertaking forms
    • Employment Insurance (EI) Agreement form
    • Québec Parental Insurance Plan (QPIP) Agreement form
  • amend pension deduction to 1% for 35 years of service
  • stop pension contributions for employees 71 years of age or older and request refund (if applicable)
  • stop pension contributions for returning pensioners on contract
  • activate the Public Service Dental Care Plan (PSDCP)
  • activate (certificate number) and start deduction for the Public Service Health Care Plan (PSHCP)
  • enable the employee self-service enrolment to the PSHCP
  • change and end coverage for PSHCP
  • activate and start deductions for disability and long term disability
  • activate pension deduction and supplementary death benefits

Self-service: Access your pay and benefits information with MyGCPay

 

How-to videos

Leave with income averaging

If you’re interested in a special work arrangement allowing you to take an extended leave without pay while averaging your income over a 12-month period, watch the video: Leave with income averaging (2 minutes)

Transcript: Leave with income averaging

Start of video

[Music plays]

(Text on screen: Public Services and Procurement Canada)

[Shot of Vanessa a client contact centre agent.]

Are you looking to take an extended leave, but don’t want to be without pay during that period? You may be eligible for a special work arrangement known as leave with income averaging.

[A grey circle fades in.]

(Text on screen: Leave with Income Averaging.)

[Image of 3 small calendars with no dates fade onto screen.]

[Animation of a chart showing ups and downs with a line.]

This allows you to take an extended leave between 5 weeks and 3 months without pay while averaging your income over a 12-month period.

[Shot of Vanessa in front of a blue background.]

(Text on screen: Vanessa - Client Contact Centre Agent for Public Services and Procurement Canada.)

This income averaging allows you to continue receiving part of your regular salary during your leave without pay.

Wondering how to apply? My name is Vanessa. I’m an agent at the Client Contact Centre and I’m here to help you. I will guide you through the application process and share some key points to keep in mind when you apply.

[Image of a cell phone and a calendar fades in. A list of dollar signs with placeholder information is added to the phone and at the same time the calendar highlights dates that would represent the date of the placeholder information. The calendar flips months and additional items are added to the list on the cell phone while dates are highlighted on calendar.)

Leave with income averaging allows you to continue receiving your adjusted regular pay while you’re away.

[Shot of Vanessa in front of a blue background.]

(Text on screen: Leave with Income Averaging.)

[An animation of a piece of paper with empty field boxes, the field boxes are all filled one by one. The piece of paper then animates to the other side of the screen and a green circle with a checkmark appears.]

(Text on screen: Pay Action Request Form.)

[An animation of a piece of paper with empty fields, the fields are all filled one by one. An image of a Government of Canada Building appears and the piece of paper then animates into the front door and disappears into the building.]

For departments and agencies serviced by the Public Service Pay Centre, you can apply by completing an application for leave with income averaging, get approval from your manager, have them complete a pay action request (PAR) form and send the completed application to the Pay Centre.

This can be a lengthy process and we understand that you may be uncertain of requesting changes that affect your pay.

[Shot of Vanessa in front of a blue background.]

[An animation of a two-month calendar appears and start and end dates are circled that represent the duration of 6 weeks while just the days Monday to Friday are filled in between the dates.]

That’s why your leave with income averaging application should be sent to the Pay Centre at least 6 weeks before you would like to start your 12-month income averaging period.

[Shot of Vanessa in front of a blue background.]

If your department or agency is not served by the Pay Centre, the Client Contact Centre will refer your enquiry to your departmental compensation unit.

(Text on screen: Canada.)

[An animation of a laptop fades in, the laptop has a turquoise background with a number of empty field boxes. These boxes then fill with grey, when the last one is filled a green circle with a checkmark appears.]

When entered in Phoenix on time, leave with income averaging should be correctly applied to your pay for the 12-month period.

[Shot of Vanessa in front of a blue background.]

To verify if you’re eligible for leave with income averaging, we encourage you to discuss leave options with your manager.

If you have any leave with income averaging enquiries, call us at the Client Contact Centre.

(Text on screen: 1‑855‑686‑4729.)

[Music stops]

(Text on screen: Check us out: facebook.com/PSPC.SPAC, instagram.com/pspc_spac, twitter.com/pspc_spac, youtube.com/PWGSCanada)

(Public Services and Procurement Canada signature)

(Canada Wordmark)

End of video

 

Pay issues

If you find yourself without pay on payday, what should you do? Watch the video: What to do if you’re experiencing pay issues (1.5 minutes)

Transcript: Pay issues

Start of video

[Music plays]

(Text on screen: Public Services and Procurement Canada)

[Shot of Tamara a client contact centre agent.]

(Text on screen: Tamara - Client Contact Centre Agent, Public Services and Procurement.)

Payday should be seamless. If you find yourself without pay on payday, what should you do? My name is Tamara. I’m an agent at the Client Contact Centre and I’m here to help you.

[Animation of cell phone being held by a hand and a list of dollar signs with placeholder information appears followed by a question mark with zero-dollar value.]

[Animation of an employee sitting at his desk looking at his cell phone and frustrated.]

[Animation of three coloured ribbons appear, with Step 1, Step 2 and Step 3 written on them.]

(Text on screen: Step 1, Step 2 and Step 3.)

We understand that this situation is stressful and frustrating. If you are currently a public servant and have not been paid, take these steps to address your pay issue in a timely manner.

[Shot of Tamara.]

First, inform your manager who can help you identify if your issue is related to a pay transaction or a Human Resources matter.

[Animation of two employees facing each other and talking.]

[Animation a client contact centre agent sitting at a desk with a phone headset on.]

Your manager can then assist you with next steps. You may also contact the Client Contact Centre. Agents are available to respond to your questions, and help you resolve your pay issue.

(Text on screen: 1‑855‑686‑4729.)

[Shot of Tamara.]

[Animation a client contact centre agent sitting at a desk with a phone headset on, followed by a Government of Canada Building, followed by a circle with a Canada Flag and mini organizational chart inside]

If your issue can’t be resolved at the Client Contact Centre and requires further investigation, our agents will refer your enquiry to the Pay Centre.

If your department or agency is not served by the Pay Centre, the Client Contact Centre will refer your enquiry to your departmental compensation unit.

[Shot of Tamara.]

Whether or not your department is served by the Pay Centre, you may be eligible for an Emergency Salary Advance. Please speak with your manager who will guide you through the Emergency Salary Advance request process.

If you have any questions or would like to follow up with any enquires, call us at the Client Contact Centre.

(Text on screen: 1‑855‑686‑4729.)

[Music stops]

(Text on screen: Check us out: facebook.com/PSPC.SPAC, instagram.com/pspc_spac, twitter.com/pspc_spac, youtube.com/PWGSCanada)

(Public Services and Procurement Canada signature)

(Canada Wordmark)

End of video

Our service pledge

We're committed to delivering excellent service and to answering calls in less than 3 minutes 80% of the time. Every public servant should expect the following quality standards when you contact us.

We will:

From: Public Services and Procurement Canada

Page details

Date modified: