Service Levels

Introduction

Service level timeframes may change due to Public Holidays

Service level timeframes are subject to Payroll Services receiving correct and complete paperwork from the customer/agency.

Service	Payroll Services will	Within a timeframe of
Customer enquiry	Respond to email enquiry	2 business days (or as agreed with the customer)
Timesheets/Leave e.g. sick, annual, long service and special leave	Process submission	Next available pay, in line with paperwork cut-off time frames
Payroll paperwork e.g. new-starter, position changes, variation to hours, higher duties, salary sacrifice	Process paperwork	Next available pay, in line with paperwork cut-off time frames
HRMS Support	Reset user HRMS password	4 hours
	Finalise user access request	3 business days
	Finalise report request	5 business days
	Finalise request for change	5 business days or as negotiated
Income Statements and historical payment summaries	Finalise Income Statements for SA Government employees	By 14 July
Income Statements and historical payment summaries	Provide a copy of an historical payment summary to an employee	2 business days to acknowledge request (or as agreed with the customer)
Recognition of Prior Service	Advise agency of Recognition of Prior Service details	Next available pay, in line with paperwork cut-off time frames
Reporting	Provide bonafide report to agency	On pay day - CHRIS 21 agencies can access reports on pay day, directly via HR21 Self Service
Reporting	Provide leave taken report to agency	Last pay day of each month - CHRIS 21 agencies can access reports on pay day, directly via HR21 Self Service
Transfers and Termination	Process termination payment for employee	An employment termination payment (ETP) is a lump sum payment made as a result of the termination of a person's employment. ETPs are processed as follows: An ETP payment will be processed in the fortnight *after* the employees final payrun Processing an ETP is subject to the required paperwork being submitted *10 days prior* to commencing the ETP calculations.
	Process employee transfer within SA Government	Next pay after separation date, in line with paperwork cut-off dates
	Provide Separation Certificate to Centrelink	7 business days or as agreed with the customer
	Provide Statement of Earnings for employee	7 business days or as agreed with the customer
	Provide Statement of Service for employee	7 business days or as agreed with the customer
VSP (8 week lead time)	Provide VSP quotation to agency	15 business days or as agreed with the agency
VSP (8 week lead time)	Process VSP quotation acceptance from agency	10 business days or as agreed with the agency
Deceased estates	Advise agency of payment for Deceased Estate	Next pay after separation date, in line with paperwork cut-off dates

Website feedback