Pay Centre service standards
We are committed to providing quality, timely and accurate pay services to our clients.
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Timeliness of pay
We have aligned our service standards for timeliness of pay with the Treasury Board Secretariat’s Directive on Terms and Conditions of Employment.
Initial payment
The first payment, covering entitlements for the first pay period, should be available within 25 days after the Pay Centre receives the following documents:
- provincial tax forms
- employee questionnaire or departmental equivalent
- direct deposit form
- pay action request form
The following documents may be required for exceptions:
- letter of offer
- relevant forms for non-automated allowances
Consult the Pay Centre documentation requirements reference guide.
Final payment
Upon termination of employment, all actions to be taken to close the account, including issuance of the last payment, should be complete within 25 working days of the struck-off-strength date.
Change in pay
To initiate a change in pay, the Pay Centre requires an authorizing document. Upon receipt of this document, the change in pay should take effect within 2 pay periods.
Pay-related inquiries
We will acknowledge inquiries made via the web or voicemail within 1 business day. We will respond to inquiries at the first point of contact where possible.
For inquiries requiring follow-up activity, the following service standards apply:
- requests requiring research: 25 working days
- requests requiring coordination with outside resources, or third parties: case by case
To facilitate our ability to respond to requests within the stated timeframes, please submit all the necessary documentation. Departments and agencies are responsible for ensuring that documentation is complete. Please include:
- all mandatory documentation and signatures in the original request
- the Public Service Pay Centre pay action request form
- contact information for the individual making the request
Service feedback process
We value your feedback. It’s important to know what we’re doing right and in which areas our services could improve.
Once we receive your feedback, we will forward it to the appropriate Pay Centre representative. We will then contact you if follow-up is required.
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