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:

The following documents may be required for exceptions:

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.

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:

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:

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.

Pay and Benefits Client Contact Centre

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