Payroll errors in Canada are more common than you think, and they can cost businesses dearly. These mistakes can lead to unpaid wages, employee lawsuits, government penalties, and a damaged reputation. In Ontario alone, employers owed a total of $60 million in unpaid wages between 2017 and 2024 that the government couldn’t collect.
The true cost of payroll mistakes goes far beyond dollars and cents. Below, we explore real-world case studies—many close to home in Canada—where payroll errors led to legal, financial, or reputational fallout. Each example also shares lessons on how to prevent the same from happening to you.
Case Study 1: The Phoenix Pay System Disaster (Federal Government of Canada)
One of the most infamous payroll errors in Canada wasn’t at a private company at all, but within the federal government. The Phoenix pay system, launched in 2016, was meant to streamline federal payroll. Instead, it turned into a colossal debacle. The system suffered hundreds of thousands of payroll errors, from employees being underpaid or not paid at all to others being overpaid by mistake. In fact, an estimated 62% of federal workers experienced pay errors under Phoenix.
The consequences were devastating. Some public servants drained their savings or maxed out credit cards while waiting for their missing pay. One Canadian Revenue Agency employee even saw her paycheques drop to $0 due to false “overpayment” deductions—she ultimately defaulted on her mortgage and lost her home as a result.
The financial cost to taxpayers has been enormous. The government has spent years and billions of dollars trying to fix Phoenix. As of mid-2024, the federal government had incurred about $3.7 billion in costs coping with the Phoenix fiasco. This includes hiring extra staff and technical support to sort out the mess.
On top of that, Ottawa has paid roughly $711 million in compensation to employees for stress, hardship, and other damages caused by the pay errors. Each affected worker was offered a lump sum for pain and suffering. Multiple audits and parliamentary inquiries were launched to understand how things went so wrong.
What was done to prevent future issues?
After nearly a decade of frustration, the government finally decided that enough is enough. Plans are underway to replace the Phoenix system by 2026 with a new, hopefully reliable, payroll platform. The Phoenix disaster taught a hard lesson: even large institutions need rigorous testing and oversight for payroll systems. A small glitch can snowball into a national crisis. For everyday businesses, the takeaway is clear – payroll errors in Canada can escalate quickly, so use reliable software, double-check calculations, and address issues promptly before they spin out of control.
Case Study 2: CIBC’s $153 Million Overtime Oversight
CIBC’s headquarters in Toronto. The bank faced a major class-action lawsuit over unpaid overtime, resulting in a $153 million settlement after 15 years of litigation.
One of the largest corporate payroll errors in Canada involved the Canadian Imperial Bank of Commerce (CIBC) and the mismanagement of employee overtime. The issue stemmed from CIBC’s overtime policy, which required pre-approval by managers. In practice, many front-line staff worked extra hours to serve customers but were not compensated for their overtime if it hadn’t been formally approved in advance. Essentially, the bank’s policy enabled work to be done off the clock, which violated labour standards. A CIBC teller named Dara Fresco noticed this unfair system, and in 2007, she became the representative plaintiff in a class-action lawsuit on behalf of thousands of employees.
After a protracted legal battle lasting well over a decade, the courts found CIBC had breached its overtime obligations to about 31,000 employees across Canada. Facing the likelihood of hefty damages, CIBC agreed in 2023 to settle the class-action for $153 million. The settlement money is being paid out to around 30,000 current and former tellers, personal bankers, and other staff to compensate for unpaid overtime hours over many years. Not only did this payroll mistake cost CIBC a huge sum, but it also meant years of negative press and trust issues with employees. Notably, other Canadian banks have faced similar overtime lawsuits; Scotiabank, for example, settled a case in 2014.
What can be done to prevent such issues?
To avoid legal and financial consequences, employers should implement clear and compliant overtime policies, ensure all hours worked are accurately recorded, and compensate employees for all overtime worked. Regular training for managers and the use of reliable payroll systems can further help ensure compliance with labour standards and reduce the risk of disputes.
The lesson for employers is to ensure payroll policies fully comply with labour laws and reality. If your staff end up working extra hours, you need a system to record it and make sure they get paid, period. Clear communication, proper time-tracking tools, and internal audits of timesheets can help prevent payroll errors like unpaid overtime from occurring. No company wants to be hit with a surprise multi-million dollar payout for something that was entirely avoidable.
Case Study 3: Small Businesses Fined for Unpaid Wages (Ontario)
Payroll mistakes aren’t just a big business problem. Small and mid-sized employers across Canada have also faced serious consequences for errors, sometimes with their very existence at stake. A recent example from Ontario shows how even a relatively small payroll issue can lead to legal trouble. In this case, two companies (Aemulus Corporation and Jackman Enterprises) and their director failed to pay about $85,000 in wages owed to six employees between 2019 and 2020. The employees filed complaints with Ontario’s Ministry of Labour, which investigated and ordered the companies to pay the outstanding wages. However, the employers simply ignored the orders.
Ontario authorities took them to court. The two companies and the director were hit with fines totaling $86,000 for failing to comply with the law. Under Ontario’s Employment Standards Act, ignoring an order to pay wages is an offense.
What can be done to prevent such issues?
The broader lesson for payroll errors in Canada is clear: always pay your people what they’re owed, and never ignore government orders or deadlines. Small businesses should familiarize themselves with provincial employment standards (like overtime pay rules, minimum wage, vacation pay, etc.) and set up proper payroll processes to avoid inadvertent mistakes.
If an error does happen – for example, you discover an employee wasn’t paid for overtime or a clerical mistake shorted their pay – correct it immediately. Provinces have mechanisms to file complaints anonymously, so you might not even know there’s a problem until an inspector comes knocking.
Case Study 4: Wage Underpayments at Woolworths (Australia’s $300 Million Payroll Blunder)
Payroll errors aren’t unique to Canada; companies around the world have learned the hard way how costly mistakes can be. One dramatic example comes from Australian retail giant Woolworths, which in 2019 admitted it had underpaid thousands of employees for nearly a decade. In what became Australia’s biggest wage underpayment scandal, Woolworths confessed it owed staff as much as $300 million in back pay. An internal review uncovered that at least 5,700 salaried employees (mostly department managers in supermarkets) had been shortchanged over nine years. The root cause was a payroll miscalculation: these managers were on fixed annual salaries supposedly high enough to cover any overtime, but in reality many regularly worked hours that entitled them to more pay under law than their salary provided. In short, thousands of employees were working overtime and not receiving the proper overtime or penalty rates because of wrong payroll assumptions.
The fallout was swift and serious. Woolworths’ revelation prompted a public outcry, an investigation by Australia’s Fair Work Ombudsman (the labour regulator), and accusations of “wage theft” in the media. The company’s CEO issued a public apology, stating “we have let [our employees] down” and promised to pay everyone back with interest as quickly as possible. Woolworths took a one-time charge of up to $300 million on its books to cover the remediation, which included immediate interim payments to affected staff before Christmas that year. The scandal also triggered broader industry soul-searching, with other large Australian companies auditing their own payrolls for errors. Regulators warned that companies would be held to account for such breaches even if they self-report.
What was done to prevent future issues?
Woolworths expanded its payroll review to all its business units and worked with outside auditors to identify and fix any other pay discrepancies. The company overhauled its compliance systems and committed to ensuring all managers’ salaries at least meet minimum award (overtime) requirements going forward.
The clear takeaway for employers everywhere is that payroll errors can lurk for years if you’re not careful, especially when dealing with complex overtime and salary structures. Regular audits, whether internal or by a third party, are essential. Make sure any “all-inclusive” salaries truly cover all the hours worked, or else track overtime and pay it out. What started as small calculation errors at Woolworths snowballed into hundreds of millions in liabilities. No business, in Canada or elsewhere, can afford that kind of mistake.
Why Ayali Pay Is Your Trusted Choice
You’ve seen how payroll errors in Canada and beyond can wreak havoc—from massive legal settlements to broken trust and burned finances. The good news is, you don’t have to navigate these payroll minefields alone. Ayali Pay is here to help your business get payroll right every time. We offer hassle-free payroll services in Toronto that businesses can rely on, with end-to-end support that ensures your employees are paid accurately and on schedule. Our expert team stays on top of Canadian payroll compliance rules, so you won’t lose sleep over CRA audits or missing remittances. Whether you’re a small startup or a growing company, Ayali Pay provides fully managed payroll services in Canada to eliminate errors and keep you on the right side of the law.
The true cost of payroll errors is one risk you don’t need to take. Let Ayali Pay save you time, protect your business from costly mistakes, and give you the confidence that your payroll is in the best hands. Contact us today!
