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

Regarding 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 timeframes
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 timeframes
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
Payment summary Provide payment summaries to SA Government employees By 14 July
Provide copy of payment summary to 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 timeframes
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 Next pay after separation date, in line with paperwork cut-off dates
Process employee transfer within SA Government Next pay after separation date, in line with paperwork cut-off dates
Provide Separation Certificate to Centrelink 2 business days or as agreed with the customer
Provide Statement of Earnings for employee 2 business days or as agreed with the customer
Provide Statement of Service for employee 2 business days or as agreed with the customer
TVSP (8 week lead time) Provide TVSP quotation to agency 15 business days or as agreed with the agency
Process TVSP 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