Pay Queries Procedure:

Objective:
The pay queries procedure outlines the steps to be followed when employees have questions,
concerns, or discrepancies regarding their payroll. This procedure ensures that pay queries
are addressed promptly, accurately, and in a transparent manner, promoting employee
satisfaction and trust in the payroll process.
Procedure:
1. Employee Notification:
a. Encourage employees to report pay-related queries promptly and provide clear
instructions on how to do so, such as submitting a pay query form.
b. Communicate the timeline within which employees should submit their pay queries to
ensure timely resolution.
c. Employees have 7 days to submit a pay query from the date the pay slip was received.

2. Initial Review and Documentation:

a. Eric and Moyo will be responsible for receiving and reviewing pay queries.
b. Document the details of the pay query, including the employee's name, employee ID,
pay period in question, specific concern or discrepancy, and any supporting documentation
provided by the employee.
c. Ensure confidentiality and secure handling of the employee's pay-related information.

3. Investigation and Verification:

a. Conduct a thorough investigation into the pay query, reviewing relevant payroll records,
timesheets, leave records, and any other documentation.
b. Verify the accuracy of the employee's concern or discrepancy by comparing the payroll
records with the employee's employment agreement, contract, or any applicable policies.

4. Communication and Explanation:

a. Provide a timely response to the employee's pay query, acknowledging receipt and
setting expectations for the resolution timeline.
b. Explain the findings of the investigation and provide a clear and concise explanation of
the pay discrepancy or concern, including any necessary calculations or adjustments.
c. Address any additional questions or concerns raised by the employee and provide further
clarification if required.
d. The pay query will be finalized within seven day of receipt of pay query form.

5. Resolution and Correction:

a. If an error or discrepancy is identified, take appropriate steps to rectify the issue
promptly.
b. Initiate the necessary adjustments or corrections in the payroll system.
c. Keep the employee informed of the actions being taken to resolve the pay query and
provide an estimated timeline for the correction to reflect in their future pay.

6. Follow-up and Feedback:

a. Follow up with the employee to confirm that the pay query has been resolved
satisfactorily.
b. Encourage employees to provide feedback on the pay query procedure to identify areas
for improvement and address any recurring issues.
c. Document the resolution and feedback for future reference and to improve the efficiency
of the pay process.