Frequently Asked Questions on the Government of Canada-Wide Claims Process

General

  • What is the Government of Canada-Wide Claims Process? Why has it been established?

    In , the bargaining agents advised the Government of employee concerns about the potential for inconsistent treatment of compensation claims for the financial hardships they experienced due to pay problems with Phoenix.

    The Government of Canada responded by establishing a Government of Canada-Wide Claims Process, including a temporary Claims Office located at the Treasury Board of Canada Secretariat, to ensure that employees who have incurred out-of-pocket expenses (NSF or insufficient fees, financial penalty charges, interest charges, etc.) as a result of the implementation of the Phoenix pay system are reimbursed consistently and in a timely manner.

    Each claim will be considered on its individual merits and settled based on valid receipts and other supporting documentation. The process has been designed to provide a consistent approach for departments, agencies and Crown corporations impacted by the implementation of Phoenix to resolve employee claims quickly.

Submitting a Claim

  • Am I eligible to make a claim through this process?

    You are eligible to make a claim through this process if you incurred out-of-pocket expenses (NSF fees, financial penalty charges, interest charges, etc.) as a result of the (wave 1) or (wave 2) implementation of the Phoenix pay system.

    See the Phoenix pay system issues page for the link to the claims form, as well as the name of the claims officer from your organization who can assist you with your claim.

  • I’m no longer employed by the Government of Canada. Can I still submit a claim?

    Yes, you can still submit a claim if you were employed by the Government of Canada and incurred out-of-pocket expenses (NSF feeds, financial penalty charges, interest charges, etc.) as a result of the (wave 1) or (wave 2) implementation of the Phoenix pay system.

    See the Phoenix pay system issues page for the link to the claims form, as well as the name of the claims officer from your former organization who can assist you with your claim.

  • When can I submit my claim?

    You are encouraged to bundle your eligible expenses as much as possible for efficiency of processing and reimbursement. You will be able to file another claim if new information comes to light, or if more pay problems occur.

    You should be prepared to include a statement of facts upon which your claim is based, and to provide supporting documents confirming all disbursements. When you have compiled this documentation you are ready to make your claim.

  • How do I submit my claim?

    To submit a claim:

    1. Download, print, complete and sign the claims form.
    2. Attach supporting documentation to validate each item being claimed (pay stubs, bank statements, utility bills, credit card statements, etc.).
    3. Submit your claim package to your claims officer. Your organization will communicate to you how to send your completed claim.
    4. Once your claim is processed, your claims officer will provide you with a special release form so that a payment can be issued.
  • Why is the release form necessary?

    Release forms are a normal part of any claims process.

    The release will only be effective for the approved content of the claim.

    We created a special release form specifically for the claims process related to Phoenix. Our objective is to ensure that employees' rights are protected.

    This release does not preclude the claimant from making future claims for other out-of-pocket expenses incurred or for grieving other matters related to the implementation of the Phoenix pay system.

  • Who can help me with my claim?

    In an effort to avoid additional work pressures on staff in the Miramichi pay office and the satellite pay centres set up across Canada, and to provide assistance to affected employees, each organization impacted by the implementation of Phoenix has designated a claims officer with expertise in processing claims against the Crown to guide you through the claims process.

  • What expenses are eligible to claim?

    Examples of eligible expenses include:

    • Non-sufficient funds (NSF) and other financial penalty charges resulting from missed or late payments on mortgage payments, condo fees, rent, personal loan payments (car, student, other), household utilities, groceries, or other household expenses;
    • Interest charges from credit cards, lines of credit, and/or personal loans used by employees to temporarily pay mortgage payments, condo fees, rent, personal loan payments (car, student, other), household utilities, groceries, or other household expenses;
    • Interest and related fees on loans or lines of credit required for the repayment of source deductions on an overpayment (that is, the difference between the gross and net payment);
    • Reimbursement of increased income taxes that will not be reversed or offset from amendments to the employee’s current, previous or future income tax returns;
    • Fees for early withdrawal of investments and withdrawals from savings accounts;
    • Fees and related charges from financial service providers to amend a previously filed income tax return following the issuance of amended tax slips.

    Examples of ineligible expenses include:

    • Missed opportunity to accumulate interest on savings accounts or other financial or capital investments;
    • Interest on outstanding pay;
    • Taxes withheld and opportunity costs on investment withdrawals;
    • Reimbursement of source deductions related to overpayments (that is, the difference between the gross and net payment);
    • Reimbursement of increased income taxes that will be offset when the employee files or amends his or her income tax return;
    • General damages.

    Each claim will be considered on its individual merits and settled based on valid receipts and other supporting documentation.

  • What is the deadline to submit a claim?

    The Government of Canada has set up this claims process to ensure that employees who have incurred out-of-pocket expenses as a result of the implementation of the Phoenix pay system are reimbursed in a timely manner.

    There is no deadline to submit a claim. However, we strongly encourage you to submit your claim once all related pay issues giving rise to your claim have been resolved. Should a deadline be established in the future, this date will be communicated to organizations.

  • Can I make a claim if I refused or did not request a salary advance?

    Yes, you can still submit a claim if you incurred out-of-pocket expenses as a result of the or implementation of the Phoenix pay system.

    Please see the claims form, as well as the name of your claims officer who can assist you with your claim.

  • Can I submit more than one claim?

    Yes, you may submit more than one claim. We encourage employees to bundle their eligible expenses as much as possible for efficiency of processing and reimbursement. However, if new information comes to light, or future pay problems occur, you can file another claim.

  • How will my personal information be protected?

    All personal information that you submit to support your claim will be used for the purposes of assessing your claim in accordance with the Treasury Board Directive on Payments and will be protected in accordance with the Privacy Act.

Tracking a Claim

  • How long will a claim take to process?

    Each claim will be considered on its individual merit and settled based on valid receipts and other supporting documents.

    Claims officers in each organization have been designated to guide you through the claims process and are authorized to pay out straightforward claims that meet the current list of eligible out-of-pocket expenses.

    More complex claims will need to be submitted to the Treasury Board Secretariat Claims Office for assessment and recommendation before your claims officer can make the payment. Complex claims will take longer to process.

    In all cases, your claims officer will notify you of the recommended amount to be paid to you to settle your claim.

  • How do I track my claim?

    Your claims officer will be able to update you on the status of your claim.

Appealing a Decision

  • What can I do if my claim is denied?

    If you are not satisfied with the decision concerning your claim, you have the right to grieve the decision in accordance with either your collective agreement or the Public Service Labour Relations Act and its regulations.

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