Use the Request HR Support form in your dashboard to submit all HR matters.

Please provide:
• clear details of the issue
• relevant dates and people involved
• any documents or evidence
• what outcome you are seeking

This helps Core HR assess your request correctly and respond within your package response time.

Email or phone requests should only be used for urgent matters.

Response times are based on your service package:

• Starter Package – within 2 business days
• Growth Package – within 1 business day
• Professional Package – same business day
• Enterprise Package – within 24 hours

Urgent matters should be marked clearly in your request.

Examples of urgent matters:
• alleged serious misconduct
• safety concerns
• termination advice
• regulatory or compliance risk

Core HR Solutions responds to requests in line with your service package response time (e.g. same day, 1 business day, or 2 business days).
• “Response time” means initial acknowledgment and guidance — it does not guarantee resolution within that time.
• Urgent matters should be clearly marked as urgent when submitting a request.
• Complex matters may require additional time for review, scoping or clarification.

If your matter involves immediate risk, you should take appropriate action without waiting for advice.

If a matter involves:
• risk of harm
• criminal conduct
• safeguarding concerns
• NDIS reportable incidents
• WorkSafe or police involvement

Core HR provides HR advisory support only and does not act as emergency response or legal representation.

Where a matter involves serious misconduct, risk to staff or participants, or potential legal or regulatory consequences, the Client remains responsible for taking immediate and appropriate action.

You are responsible for:
• Ensuring immediate safety where required
• Escalating matters internally as appropriate
• Contacting emergency services, regulators or legal advisers where required

Core HR may assist with guidance on process and next steps but does not replace your internal responsibility to act.

Some matters require additional services outside your monthly package, including:

• workplace investigations
• serious misconduct matters
• audit preparation
• performance improvement plans (PIP)
• HR projects
• additional hours or visits

These services:
• require scoping
• are quoted before work begins
• must be approved and paid upfront

•Add-On Services must be scoped before work begins.
• Pricing is either fixed where listed or confirmed after scoping.
• Work will only commence once written approval and payment are received.
• Add-On Services are billed separately from your monthly subscription.

You will be advised if your request falls outside your package.

Core HR treats all client information as confidential.

Information is:
• stored securely
• only used for service delivery
• not shared without your consent
• retained in accordance with legal and contractual obligations

You are responsible for ensuring:
• staff information is shared lawfully
• internal privacy policies are followed
• access to this portal is controlled internally
• Ensuring you are authorised to share any information uploaded
• Avoiding unnecessary personal or sensitive data in free-text fields
• Uploading documents securely rather than including names in messages

Do not upload information relating to individuals unless you are authorised to do so and it is necessary for the matter being addressed.

Core HR does not provide:
• legal advice
• legal representation
• union or industrial advocacy
• mediation services
• psychological counselling
• operational management of your workforce
• safeguarding investigations or incident management
• NDIS audit support outside the HR module

• Financial or tax advice
• Industrial representation in tribunals or courts
• Regulatory submissions on your behalf (unless specifically scoped)

Where legal interpretation or litigation is required, you must seek independent legal advice.

Core HR provides HR, workforce and NDIS-related advisory support only, within the agreed scope of service.

You are responsible for:
• keeping employee files
• storing investigation records
• issuing formal correspondence
• meeting Fair Work and NDIS obligations

Core HR provides:
• guidance
• templates (where included)
• review and advice

But does not act as your HR system or document storage provider.

Core HR will:
• respond within your package timeframe
• prioritise urgent matters
• confirm scope where required
• provide written advice where appropriate

Clients are expected to:
• submit requests via the form
• provide complete information
• not bypass scoping for Add-Ons
• respect agreed working hours

This portal provides:
• practical guidance
• service information
• operational summaries

Your Client Service Agreement (CSA):
• remains the governing document
• defines legal terms
• outlines scope and exclusions
• confirms fees and billing

Your personalised CSA is issued separately with your service details.