Claim expenses and financial losses due to Phoenix: out-of-pocket expenses

Claim out-of-pocket expenses

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The Government of Canada is doing everything possible to ensure that no employee remains out of pocket because of errors caused by the Phoenix pay system.

Who can submit a claim

This claims process applies to all employees who experienced problems caused by the Phoenix pay system.

If you have incurred out-of-pocket expenses because you were underpaid, you can submit a claim. For example, if you used your line of credit to cover regular payments while you were underpaid and have incurred interest charges, you can claim those expenses.

How to submit a claim

We recognize that each employee has a different situation and will review each claim on a case-by-case basis.

Consult the list of eligible expenses in the frequently asked questions. If possible, bundle your eligible expenses. This makes it easier to process your reimbursement. You will be able to file another claim if new information comes to light or if you have more pay problems.

Provide a summary of your pay issue and the expenses that you had because of it.

To support your claim, gather relevant documents and receipts that show:

  • interest charges related to late or missed payments from credit cards, lines of credit, personal loans, car loans, etc.
  • NSF (not sufficient funds) charges and other financial penalty charges resulting from late or missed payments for household utilities, condo fees, mortgages and other ongoing monthly financial commitments, insurance reinstatement fees, etc.
  • interest charges from credit cards, lines of credit and personal loans temporarily used by you to pay mortgage payments, condo fees, rent, personal loan payments, household utilities, and other such expenses until your pay issue was resolved
  • administrative fees or financial penalties for early withdrawal of investments or savings instruments, such as Guaranteed Investment Certificates (GICs)
  • documents to substantiate your claim, such as pay stubs showing your incomplete or inaccurate pay, letters of offer or other documents to confirm what you should be paid, requests for salary advances, financial documents such as bank or credit card statements, etc.

Once you have gathered all your information, print and fill out the claim form. Attach a separate document to your claim if you need to provide additional explanations.

Filing a claim will not impact your pay, since claims are not processed through the Phoenix pay system.

Keep a copy for your records!

Privacy notice statement

Provision of the personal information requested in this form is collected under the authority of the Financial Administration Act and will be used for assessing your claim in accordance with the Directive on Payments. Refusal to provide the requested information may delay or prevent the processing of your claim. The personal information you provide may be shared with the Treasury Board of Canada Secretariat’s Claims Office and with Public Services and Procurement Canada.

Your personal information will be protected, used and disclosed in accordance with the Privacy Act and as described in Personal Information Bank PSU 931 (Accounts Payable). Your information may also be used or disclosed for financial reporting and program evaluation. The information will be retained for seven years following the last administrative action and then destroyed. Under the Act, individuals have rights to request access to and correction of their personal information.

If you wish to avail yourself of these rights or require clarification about this Privacy Notice Statement, please contact your organization’s Privacy Coordinator. If you are not satisfied with the response to your privacy concern, you may wish to communicate with the Office of the Privacy Commissioner by telephone at 1-800-282-1376 or by email at

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