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
    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
    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
    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