Asking for Support: Who to Contact and When

In Remote’s PEO model, both the client and Remote share responsibilities through a co-employment relationship. Remote is the as the co-employer, handling payroll, tax, benefits, and compliance. You, as the client, remain the legal employer—responsible for managing work expectations, time tracking, and direct communication with employees.

To streamline support and maintain clarity, here's how queries and issues should be escalated and by whom.

1. Clients as the primary contact for their employees

Employees should always reach out to their employer and point of contact (Remote’s PEO client) first for any questions related to:

• Pay timing or amounts
• Time off tracking or discrepancies
• Deductions or reimbursements
• Leave planning and documentation
• General employment concerns
• Payslip questions

As the employer, Remote relies on your team to manage employee experience and triage these questions first. You can then escalate to Remote as needed for support, correction, or guidance.

2. When employees may contact Remote

While all general concerns should be routed through the our PEO clients, employees may reach out directly to Remote for HR-related matters only, such as:

• Change of benefit plans due to a Qualifying Life Event
• Confirmation of benefits and where to find benefits packages/ID cards
• Harassment, discrimination, or misconduct
• Protected leave rights (e.g. FMLA, ADA, medical/parental leave)
• Confidential HR complaints that require third-party involvement

In these cases, our dedicated teams are looped in to ensure a safe, compliant, and confidential handling of sensitive matters.

If you're unsure whether an issue should be escalated—or how—please don’t hesitate to reach out.

Summary: Employee Contact Guidelines

see also:

• HR & Employee Experience: Roles, Access, and Support
• How do I contact Remote for support?