FAQ Technical Enquiries Personal Profile Pay Related Info
Technical Enquiries Q1.
How can I access Pac@Gov?
Q2.
Can I change my intranet password?
Q3.
I cannot log in to intranet PaC@Gov. What should I do?
Q4.
I cannot log in to internet PaC@Gov or to PaC@Gov Mobile App. What should I do?
Q5.
Can I ask someone else to print my pay advice / submit claims on my behalf if I do not have access to PaC@Gov?
Q6.
Who is my Site Administrator?
Q7.
If I only want to appoint a delegatee for claims submission only, does it mean that he can read my pay advice too?
* Please press Ctrl-F to find a word.
Q8.
Besides Internet Explorer (IE), can I use other browsers to access PaC@Gov?
Q9.
I have problems viewing my Pay Advice. What should I do?
Q10.
Why can’t I see the drop-down list when making claims?
Q11.
Who can I contact if I encounter problems with the system?
Q12.
How do I take a screenshot / print screen?
Q13.
What do the following error messages mean?
CLAIMS General Information Transport Medical/Dental General Claims
PENSION General Information Pension Benefits Medical Benefits Public Sector (PS) Card & Civil Service Card (CSC) Pensioner's Portal
Personal Profile Q1.
PaC@Gov did not capture my residential address correctly.
Q2.
What should I do if I have a change of residential address?
Q3.
How do I change my e-mail address?
Pay-Related Information Q1.
If I have enquiries on the salary/deduction/claim amounts reflected in my Pay Advice, who can I contact?
Q2.
How can I view my latest Pay Advice?
Q3.
What pay-related information can I access in PaC@Gov?
Q4.
Can I print the pay advices?
Q5.
How do I receive my Pay Advice and other notification letters via email?
Q6.
Can I choose to receive my pay and claims related notifications via my Internet email addresses? E.g.
[email protected]?
Q7.
Am I still able to retrieve my pay advice and pay related information from PaC@Gov after I have opted to receive my pay advice and other notification letters via email?
Q8.
Why is the amount in my pay advice different from the total amount for a certain month under the Year-To-Date (YTD) deduction/allowance?
Q9.
Can I use the electronic pay advice as supporting document for application of loans, credit cards, hire purchase, etc?
Q10.
Can I retrieve my past pay advices that are more than 13 months old?
Q11.
I receive my pay advice on every 12th of each month. For which period does this pay advice cover?
Q12.
How long will the existing Form 8E be available before it is over-written by the new one in PaC@Gov?
General Information - Claims Q1.
What types of claims can I submit through PaC@Gov?
Q2.
Can I view the status of my claims?
Q3.
Do I have to indicate the COs and VOs each time I submit a claim?
Q4.
Can the same officer be selected as the CO and alternate CO, or VO and alternate VO for a claim?
Q5.
Is it compulsory to select an alternate CO and alternate VO when submitting a claim?
Q6.
Can the COs and VOs of my claims be from another PayRC?
Q7.
Can the VO be a clerical staff?
Q8.
Can Site Administrator perform the role of a VO/CO?
Q9.
Can an officer be both the CO and VO for one particular claim?
Q10.
Will alternate COs/VOs receive email notifications?
Q11.
Will the same claims appear in the CO’s and alternate CO’s PaC-Boxes, or the VO’s and alternate VO’s PaC-Boxes?
Q12.
How long will claims remain in the CO’s or VO’s PaC-Box?
Q13.
Is it possible that a claim is certified/verified twice, once by the CO/VO and once by the alternate CO/alternate VO?
Q14.
As a CO/VO, how can I ensure that I receive all email notifications when there are pending claims?
Q15.
What are the responsibilities of a Certifying Officer (CO)?
Q16.
What are the responsibilities of a Verifying Officer (VO)?
Claims - Transport Q1.
How many transport claims can be submitted per month?
Q2.
Can I submit claims for trips made via Private Hire Cars (e.g. Uber, Grab)?
Q3.
Do I need to submit receipts for transport claims?
Q4.
If I have no mileage claim, can I claim other transport charges such as ERP charges, car park charges through the transport claim option?
Q5.
What should I do if my transport claim is more than 1 month?
Q6.
When making a transport claim, why is a particular claim month missing?
Q7.
What is the valid date and time format for the transport?
Claims - Medical / Dental Q1.
Do I need to submit receipts for medical/dental claims?
Q2.
What amount should I enter as the Receipt Amount ($)?
Q3.
Do I need to submit a claim in PaC@Gov for medical bills incurred at General Practitioner clinics?
Q4.
What should I do if my name (or dependant's name) cannot be found in the drop-down list when making a Medical/Dental Claim?
Q5.
What should I do if I receive an error message "Patient not eligible to claim"?
Claims - General Claims Q1.
What type of claims do general claims refer to?
Q2.
Do I need to submit receipts for general claims?
Q3.
If I can't find a suitable type of expenditure from the drop-down list for the expenses that I am claiming, can I set up a new type?
Q4.
Why is "Transport" listed as one of the type of expenses in General Claims?
Q5.
Can I submit multiple but different types of claims in the same claim submission?
Q6.
If one of the multiple claims is rejected, will the rest of the claims be processed for payment?
Q7.
I could not edit the "total amount" field, why is this so?
Q8.
Can I make a general claim with more than 1 receipt?
Technical Enquiries Q1.
How can I access Pac@Gov?
Ans:
PaC@Gov is available via the intranet, internet and mobile app. Intranet: https://www.pac.gov.sg/ Internet: https://pacgov.agd.gov.sg/ Mobile app: Search “PaC@Gov” in iOS App Store or Google Play SingPass will be used for login from internet or mobile app, while the password issued to you by AGD will be used for login from intranet. If you experience any difficulty logging in, please log a ticket on AGD Helpdesk.
Q2.
Can I change my intranet password?
Ans:
You can change your intranet password by clicking on the “Change Password” button at the bottom right-hand corner of PaC@Gov after logging in.
Q3.
I cannot log in to intranet PaC@Gov. What should I do?
Ans:
If you are unable to log in to intranet PaC@Gov , your PaC@Gov account may have been deactivated. To re-activate your account, click on “Forgot Your Password?” to perform a password reset.
If you are still unable to login, please log a ticket on AGD Helpdesk.
Q4.
I cannot log in to internet PaC@Gov or to PaC@Gov Mobile App. What should I do?
Ans:
If you are unable to log in to internet PaC@Gov or the PaC@Gov Mobile App, your account may have been deactivated. To re-activate your account, please go to intranet PaC@Gov and click once on “Forgot Your Password?” to perform an account reset.
After resetting your account, please try to log in to the app with your SingPass. Please also ensure that you have enabled internet access under “Personal Preference”. If you are still unable to login, please log a ticket on AGD Helpdesk.
Q5.
Can I ask someone else to print my pay advice / submit claims on my behalf?
Ans:
Yes. You can raise a “Delegation Request Form” to appoint a ‘delegatee’ and submit your request to your Site Administrator for processing.
Q6.
Who is my Site Administrator?
Ans:
You may approach your HR or payroll officer for assistance.
Q7.
If I only want to appoint a delegatee for claims submission only, does it mean that he can read my pay advice too?
Ans:
No, you can state your preference in the “Delegation Request Form” that he is only authorised to submit claims on your behalf.
Q8.
Besides Internet Explorer (IE), can I use other browsers to access PaC@Gov?
Ans:
The PaC@Gov website is best viewed with IE 6.0 and above. Mozilla Firefox and Safari browsers are not supported at this point. To check which version of Internet Explorer you are using, go to Help Õ About Internet Explorer.
Q9.
I have problems viewing my Pay Advice. What should I do?
Ans:
The pop-up blocker of your browser may be enabled. Steps to turn off pop-up blocker: 1. Click ‘Tools’ on top of your browser menu 2. Click “Pop-up Blocker”, then “Turn off Pop-up Blocker”.
Q10.
Why can’t I see the drop-down list when making claims?
Ans:
Your browser may not be supported on PaC@Gov. Please refer to Q8 for more details on the browsers supported on PaC@Gov. For Medical/Dental Claims, if you do not see your name or your dependant’s name in the drop-down list, it could mean that the medical entitlement records have not been created. Please approach your HR officer for assistance.
Q11.
Who can I contact if I encounter problems with the system?
Ans:
You may log in your query through AGD Helpdesk. To facilitate our investigation, please provide relevant screenshots, where applicable.
Q12.
How do I take a screenshot / print screen?
Ans:
On the screen that you would like to take a screenshot of, hit the “Print Screen” / “Prt Sc” button on your keyboard to make a copy of the screen. Paste the screenshot in a Microsoft Word document and save it in your computer. When you log in your query at AGD Helpdesk, upload the file as an attachment.
Q13.
What do the following error messages mean?
Ans:
Error 404: SRVE0190E: File not found: /ipac/EclaimCtrl Your browser may not be supported on PaC@Gov. Please refer to Question 8 under Technical Enquiries for more details on the browsers supported on PaC@Gov. Patient not eligible to claim If the patient name can be found in the drop down list, but the medical claim submission has failed, it could mean that the receipt date keyed into the system is not within the medical entitlement eligibility period. You may approach your HR officer to check if your medical entitlement is updated correctly in the system. ERROR: The requested URL could not be retrieved ERROR 205 - DNS name lookup failure. Please contact your system administrator. The website may be busy or not available at the moment (e.g. maintenance in progress). Please try again later. An error has occurred in the script on this page (When user tries to print)
The Java script used by the print button may not be compatible with your browser. You may try doing a right-click on the page you would like to print, then click on “Print” from the pop-up menu.
Personal Profile Q1.
PaC@Gov did not capture my residential address correctly.
Ans:
Please approach your HR officer for assistance. Your HR officer will assist to update your address in HRMS and the information will be updated in PaC@Gov.
Q2.
What should I do if I have a change of residential address?
Ans:
Please inform your HR officer about the changes.
Q3.
How do I change my e-mail address?
Ans:
Please proceed to PaC@Gov > Personal Preference > Personal Profile to update new your e-mail address.
Pay-Related Information Q1.
If I have enquiries on the salary/deduction/claim amounts reflected in my Pay Advice, who can I contact?
Ans:
For payroll matters (salary / deduction / CPF amounts, claims), please contact your Payroll Officer for further assistance. Please note that AGD only administers the payroll system and you should log a query in AGD Helpdesk only if your enquiry is system-related.
Q2.
How can I view my latest Pay Advice?
Ans:
You can view your Pay Advice via the Pay Info icon after logging in to PaC@Gov. You may opt to receive your pay advice and other pay-related notifications, such as performance bonus notification, salary revision, etc via e-mail by indicating your preference in the Personal Preference page
Q3.
What pay-related information can I access in PaC@Gov?
Ans:
You can access the following: View Pay Advices for the current month and for the past 12 months View Year-To-Date Payment/Deduction View Form 8E View Current Salary Scale/Point View Allowance/Deduction Code View Notification Letters (Salary Revision, Salary Range and Secured Payment)
Q4.
Can I print the pay advices?
Ans:
Yes, you can by clicking on the ‘Print’ icon on the top right hand corner.
Q5.
How do I receive my Pay Advice and other notification letters via email?
Ans:
You may enable email notifications by entering your email address and indicating your preference under PaC@Gov > Personal Preference > Personal Profile
Q6.
Can I choose to receive my pay and claims related notifications via my Internet email addresses? E.g.
[email protected]?
Ans:
Yes, you can indicate an internet email address. As there are risks involved in transmitting pay information through the internet, you agree to bear such risks and will be personally responsible for the protection of the information.
Q7.
Am I still able to retrieve my pay advice and pay related information from PaC@Gov after I have opted to receive my pay advice and other notification letters via email?
Ans:
Yes. You are still able to retrieve your pay advice and notifications in PaC@Gov.
Q8.
Why is the amount in my pay advice different from the total amount for a certain month under the Year-To-Date (YTD) deduction/allowance?
Ans:
This is because the amounts shown under the individual months of the YTD screen include any manual payments/deductions which have been updated to the pay system after the issuance of your pay advice.
Q9.
Can I use the electronic pay advice as supporting document for application of loans, credit cards, hire purchase, etc?
Ans:
You may do so by printing a copy of your pay advice. Other documents such as income tax assessments, CPF statements and bank statements may also serve as valid supporting documents.
Q10.
Can I retrieve my past pay advices that are more than 13 months old?
Ans:
You can only view 13 months of pay advices online, i.e., you can view your current month’s pay advice AND your past 12 months’ pay advices. As for pay advices that are more than 13 months old, please approach your Payroll Officer for assistance.
Q11.
I receive my pay advice on every 12th of each month. For which period does this pay advice cover?
Ans:
The salaries due to officers are from the 1st to the last day of that month. For instance, the pay advice you receive on 12th March refers to the salary relating to work done from 1st March to 31st March.
Q12.
How long will the existing Form 8E be available before it is over-written by the new one in PaC@Gov?
Ans:
Form 8E will be available in PaC@Gov for 1 year.
General Information - Claims Q1.
What types of claims can I submit through PaC@Gov?
Ans:
You can submit claims for: Transport expenses Medical fees (incurred at private clinics only) Dental fees (incurred at private clinics or polyclinics only) General purchases Expenses incurred during official trips outside of Singapore
Q2.
Can I view the status of my claims?
Ans:
You can view the status of your submitted claims in PaC@Gov. Simply click on “Enquire Claims” and select the time period and type of claims you wish to view. The statuses of the claims are also displayed at the bottom of My PaC Box Screen.
Q3.
Do I have to indicate the COs and VOs each time I submit a claim?
Ans:
You only need to select the CO, alternate CO, VO and alternate VO from drop-down lists when you make the first claim for each type of claims. The names of the COs and VOs selected for the first claim will be defaulted for subsequent claims. You need only make changes as and when required, for example when there are staff movements. The CO and alternate CO are applicable only for transport and general claims.
Q4.
Can the same officer be selected as the CO and alternate CO, or VO and alternate VO for a claim?
Ans:
The alternate CO/VO is supposed to cover the CO/VO, if the chosen CO/VO and the Alt-CO/VO are the same officer, your claim will not be processed when the officer is unavailable to process the claims.
Q5.
Is it compulsory to select an alternate CO and alternate VO when submitting a claim?
Ans:
The alternate CO and alternate VO must be indicated. The alternate CO is only applicable for overseas, transport and general claims.
Q6.
Can the COs and VOs of my claims be from another PayRC?
Ans:
The system allows officers from another PayRC to be defined as Site Administrators, COs and VOs for a PayRC.
Q7.
Can the VO be a clerical staff?
Ans:
The VO is usually the pay or finance staff of a department. However, the department has the discretion to assign the role of the VO to any appropriate person.
Q8.
Can Site Administrator perform the role of a VO/CO?
Ans:
Yes. However, additional checks are done at the claims level. The VO and CO should not be the same officer.
Q9.
Can an officer be both the CO and VO for one particular claim?
Ans:
The VO and CO should not be the same officer. Similarly the claimant should not be the VO.
Q10.
Will alternate COs/VOs receive email notifications?
Ans:
Only primary COs and VOs will receive email notification of claims pending their action.
Q11.
Will the same claims appear in the CO’s and alternate CO’s PaC-Boxes, or the VO’s and alternate VO’s PaC-Boxes?
Ans:
For the CO and VO, the claims will appear in his PaC-Box under the section “Claims Pending Your Certification/Verification”. For the alternate CO and VO, the same claims will appear in his PaC-Box under “Covering Duties”. He/She will need to click “Covering Duties” to retrieve the list of claims.
Q12.
How long will claims remain in the CO’s or VO’s PaC-Box?
Ans:
There is no time limit. The claims will remain until they are certified, verified or rejected.
Q13.
Is it possible that a claim is certified/verified twice, once by the CO/VO and once by the alternate CO/alternate VO?
Ans:
Once a claim has been certified/verified, its status will be updated and sent to the next level.
Q14.
As a CO/VO, how can I ensure that I receive all email notifications when there are pending claims?
Ans:
You can update your email address in PaC@Gov under My Personal Preference. Please refer to Q5 under Pay-Related Information to set this up.
Q15.
What are the responsibilities of a Certifying Officer (CO)?
Ans:
The CO is usually the supervisor of the claimant. The CO should ensure that claims routed to him are for official purposes and have been authorized before approving them.
Q16.
What are the responsibilities of a Verifying Officer (VO)?
Ans:
The VO is usually the finance/pay officer in the department. The VO has to: Ensure that claims routed to him comply with the IM or any other applicable rules set by the department; Ensure that claims routed to him are valid and accurate by checking against the supporting receipts (if any); Check that the expenditure type indicated in the general claims are correct and amend accordingly if necessary; Generate relevant reports for review and checking; Ensure that the claims/receipts are routed to the CO for approval.
Claims - Transport Q1.
How many transport claims can be submitted per month?
Ans:
Only one transport claim form can be submitted per claim month. For each transport claim, you can enter details of multiple trips made in a month. You can update and save entries during the month and submit the claim only when it is fully completed for the whole month. All claims should be submitted within three months from the time it is incurred.
Q2.
Can I submit claims for trips made via Private Hire Cars (e.g. Uber, Grab)?
Ans:
Yes, you may do so with effect from 1 Oct 2016. Please refer to PSD Circular 8/2016 for more details
Q3.
Do I need to submit receipts for transport claims?
Ans:
Agencies have the discretion to decide whether receipts are required for transport claims. You are encouraged to use the attachment feature to submit your receipts. Please note that you can upload up to 10 documents (not more than 5MB each) The allowed file types are jpg, jpeg, tiff, bmp, gif, pdf, png, doc and docx. For file names, only alphanumeric, space, underscore and/or dash characters are allowed. File names comprising special characters are not allowed. Please note that you are required to retain your hardcopy receipts (if applicable) for 2 months from the date of the trip for audit checks, as required by IM1E.
Q4.
If I have no mileage claim, can I claim other transport charges such as ERP charges, car park charges through the transport claim option?
Ans:
Yes, officers may claim reimbursements for ERP charges and/or carpark charges via Transport Claims
Q5.
What should I do if my transport claim is more than 3 months?
Ans:
Under IM1 rules, officers are required to submit claims for reimbursement within 3 months from the date of trip. For claims that are more than 3 months, Permanent Secretary’s approval is required. Approval of late claims can be delegated to the Deputy Secretary of the Ministry or the Head of Department or the Head of Mission, and no lower. Please approach your HR or Payroll Officer for further assistance.
Q6.
When making a transport claim, why is a particular claim month missing?
Ans:
You may have submitted a transport claim previously for that particular claim month. As such, you will not be able to see the submitted transport claim under that claim month again. You may submit the claim under a different claim month.
Q7.
What is the valid date and time format for the transport?
Ans:
The valid date format is: dd/mm/yyyy The valid time format is: hh:mm
Claims - Medical / Dental Q1.
Do I need to submit receipts for medical/dental claims?
Ans:
Agencies have the discretion to decide whether receipts are required for medical claims. You are encouraged to use the attachment feature to submit your receipts. Please note that you can upload up to 10 documents (not more than 5MB each) The allowed file types are jpg, jpeg, tiff, bmp, gif, pdf, png, doc and docx. For file names, only alphanumeric, space, underscore and/or dash characters are allowed. File names comprising special characters are not allowed. Please note that you are required to retain your hardcopy receipts (if applicable) for 2 months for audit checks, as required by IM1.
Q2.
What amount should I enter as the Receipt Amount ($)?
Ans:
In line with MOH guidelines, officers should first claim government subsidies (e.g. CHAS, Pioneer Generation Package) before claiming employer subsidies. The receipt amount to be entered into PaC@Gov should therefore be NET of CHAS/PGP subsidies. For instance, if the bill is $50 and the patient is eligible for $28.50 subsidy under CHAS, the total amount to key into PaC@Gov is $21.50 (NET of subsidy).
Q3.
Do I need to submit a claim in PaC@Gov for medical bills incurred at General Practitioners on MBS@Gov?
Ans:
If you are visiting private General Practitioners (GPs) that are on the MBS@Gov programme (clinic will display the MBS@Gov label at the entrance), you will not need to submit the claim via PaC@Gov. You can show your PS/CSC Card to the clinic staff and they will submit the claim for you. You can pay up to $20 less upfront at the clinic.
Q4.
What should I do if my name (or dependant’s name) cannot be found in the drop-down list when making a Medical/Dental Claim?
Ans:
If the name cannot be found, it could mean that your medical entitlement record has not been created. Please approach your HR officer for assistance.
Q5.
What should I do if I receive an error message “Patient not eligible to claim”?
Ans:
If the patient name is found in the drop down list, but the submission has failed, it could mean that the receipt date keyed into the system is out of the eligibility period. You may approach your HR officer for assistance.
Claims - General Claims Q1.
What type of claims do general claims refer to?
Ans:
These are reimbursement for general purchases such as office supplies and items for company events. Petty cash reimbursements are also included.
Q2.
Do I need to submit receipts for general claims?
Ans:
Yes, all receipts for general claims need to be submitted. You are encouraged to use the attachment feature to submit your receipts. Please note that you can upload up to 10 documents (not more than 5MB each) The allowed file types are jpg, jpeg, tiff, bmp, gif, pdf, png, doc and docx. For file names, only alphanumeric, space, underscore and/or dash characters are allowed. File names comprising special characters are not allowed.
Q3.
If I can’t find a suitable type of expenditure from the drop-down list for the expenses that I am claiming, can I set up a new type?
Ans:
No, all the expenditure types in the drop-down list are based on the allowance codes configured by Ministries in PaC@Gov. Please approach your finance officer or payroll officer if you are unsure of which type of expense to select.
Q4.
Why is “Transport” listed as one of the type of expenses in General Claims?
Ans:
PaC@Gov allows the weekly reimbursement of Public Transport claims if these are submitted through the General Claims Module. Ministries and departments have the discretion over whether they want their officers to submit their public transport claims (i.e. for transport trips made via bus, MRT, taxi and private hire cars) through the General Claims Module, where the reimbursement will be weekly. This would benefit officers, especially those who incur a substantial amount of public transport expenses in the course of duty.
Q5.
Can I submit multiple but different types of claims in the same claim submission?
Ans:
Yes, you can submit multiple claims within the same submission.
Q6.
If one of the multiple claims is rejected, will the rest of the claims be processed for payment?
Ans:
Yes, PaC@Gov will process the payment for claims that have been certified by Certifying Officer.
Q7.
I could not edit the “total amount” field, why is this so?
Ans:
PaC@Gov will automatically compute the total amount of the claims in the same submission.
Q8.
Can I make a general claim with more than 1 receipt?
Ans:
You can submit more than 1 receipt within the same submission. Simply add the receipt to the receipt summary as shown below. You can submit more than 1 receipt within the same submission. Simply add the receipt to the receipt summary as shown below. Step 1: Update your receipt details in the Receipt Entry.
Step 2: Click on button “Add Receipt/ Supporting Documents”. Step 3: Review Receipt Summary and submit.