Payroll Resources

Frequently Asked Payroll Questions

T4s/RL1s for 2022 Tax Year

Employee Service Center

Use the Employee Service Center whenever you have a payroll-related question. As the ESC has direct access to our payroll system and, therefore, the most up-to-date information, they should be your first point of contact. Our Customer Service Representatives are available to assist you Monday through Friday, 8:00 a.m. to 8:00 p.m. (Eastern Time) with:

  • General pay inquiries—paycheque status, time submittal requirements, etc.
  • Updating your paycheque/paystub mailing address
  • Assistance with Record of Employment requests
  • Questions regarding direct deposit
  • Statutory holiday eligibility and program guidelines
  • Reissuing a lost or stolen paycheque

When you contact the Employee Service Center, you will be asked to provide/confirm your information with the Customer Service Representative (e.g., your SIN, Name, Address, etc.) Depending on your question, it may be helpful to have a copy of the pay document you are calling about or a previous one if you are confirming whether you were paid for the current week. For direct deposit questions, please ensure to have your banking information handy, as the Employee Service Center will not disclose your banking information.

Call 1-866-KELLY4U (1-866-535-5948) or complete the ESC Contact Form for all your payroll inquiries.

Employee Service Center Callback Option

Did you know that the Employee Service Center offers a callback option? Next time you call 1-866-KELLY4U (1-866-535-5948) and are on hold for an available agent, press 1 to activate the callback feature.

This feature will automatically confirm your callback number and hold your place in the queue for the next available agent. The agent will be prompted to call you back when it is your turn. This allows you to continue to manage your day-to-day activities without losing your spot “in line” to receive support.

How It Works

  1. When you call the Employee Service Center and are put on hold, you will hear the following message:
    “Our agents are still assisting other customers. To schedule a callback, press 1 at any time. Otherwise, please continue to hold for the next available agent.”
  2. Press 1 to select callback. You will hear the following message:
    “You are calling from (your phone #). To receive a callback at this number, press 1. To enter a different number, press 2.”
  3. You will be prompted to confirm the callback number, and then the system will disconnect you and call back once an agent is available.

Business Travel & Expenses

While on assignment, you may be asked to travel for the customer. There may be many reasons this can occur - for example, attendance at a meeting or conference. Travel may include domestic or international locations.

If you are asked to travel, contact your local Kelly office immediately, as the customer may be required to complete additional contract agreements.

Making Travel Arrangements

Once notified of the travel request, your local Kelly office will contact the customer to determine who will make the travel arrangements. This will be handled by either the customer or the Kelly office. These arrangements will include (as applicable) air travel, hotel and rental car.

Air Travel - Please note that if traveling domestically, photo identification is required if traveling domestically. Additionally, a valid passport is needed if the trip requires international travel.

Hotel - Generally, hotel charges are applied directly to your credit card and reimbursed after completing an expense report. If you do not have a credit card, contact the Kelly office for further instructions.

Rental Car - When signing the rental car agreement, know that you are responsible for the vehicle and may have to pay for damages exceeding those covered by the Kelly-negotiated contract (e.g., from drunk driving or other criminal activity).

  • You must be at least 21 years old to drive a rental car. Additionally, you must provide a copy of a valid driver’s license and proof of automobile insurance to your local Kelly representative.
  • Do not allow others to drive the vehicle unless they are listed as an additional driver on the rental agreement.
  • Return the car with a full tank of gas to avoid incurring exorbitant fuel charges.
  • For international rentals, accept the additional rental insurance.

Itinerary - Once your travel arrangements are complete, you will receive an itinerary. A copy of your itinerary is to be given to your local Kelly office if the customer arranges travel. If your plans change, please contact your local Kelly office to relay specific changes to dates, flights, hotel, etc.

Reimbursement - Prior to your trip, your Kelly office will provide you with guidelines for expense reimbursement. Once travel is complete, you will be required to complete an expense report, so it is vital to retain all receipts, including the airline passenger receipts, if applicable.

Medical Emergencies & Accidents - If you experience a medical emergency or accident during your trip, seek necessary medical care. Then, as soon as possible, contact your local Kelly office to report the emergency/accident. Your local Kelly office will give you further directions if needed.

Domestic Travel - In the event of a medical emergency or accident, seek necessary medical care and inform your local office as soon as possible.

International Travel - Kelly provides all employees who travel for business with medical, travel and security assistance, managed and administered by International SOS. International SOS is the world’s largest medical and security assistance company, with over 3,500 professionals in 24-hour Alarm Centers, international clinics and remote-site medical facilities across five continents.

Whenever you travel outside your country of residence, make sure you have your International SOS card handy. Also, ensure that you review essential medical and safety information about the country you are traveling to.

We encourage you to learn more about the Program Benefits and find answers to Frequently Asked Questions below.

Through International SOS, you can store your vital personal health, vaccination and travel information securely online. The information will be available to you anytime, anywhere, and with your consent, made available to International SOS medical staff to better assist you in the event of an emergency. The system also recommends appropriate vaccinations and sends you reminders when follow-up boosters are required.

In the event of a medical emergency or accident, call the number on the International SOS card for the nearest 24-hour Alarm Center.

Travel Safety and Security

International SOS - Access this interactive portal for country-specific medical, safety and travel information and ISOS emergency phone numbers.

  • Kelly employees also receive a 20% discount on ISOS coverage for personal travel. Use the preferred pricing code DOWN20 to obtain the Kelly discount.

Cigna Medical Benefits Abroad Plan - Kelly is pleased to announce Cigna’s Medical Benefits Abroad (MBA) plan. The MBA provides coverage for medical treatment, hospital admissions, and prescription coverage resulting from an accident or illness while an employee travels on business outside their country of residence. You do not need to enroll in this free coverage.

Travel Security – Visit the site of the Canadian Air Transport Security Authority for the most current information about how to travel safely.

Service Canada – Citizens travelling internationally are encouraged to register their travel outside the country. The Registration of Canadians Abroad service offers a consular registration service to Canadians living or travelling abroad. The service notifies registered Canadians in the event of a natural disaster or civil unrest in the country where they travel.

Frequently Asked Questions

Click the link below to view Kelly’s detailed travel and expense policy.
Kelly Travel & Expense Policy

Record of Employment

If you require a Record of Employment (ROE), please contact the Employee Service Center at 1-866-KELLY4U (1-866-535-5948) to make your request.

If you have not worked for a period of 30 days and have not yet requested a Record of Employment, Kelly will issue a Record of Employment automatically to Service Canada. Your Record of Employment will be available from Service Canada by visiting servicecanada.gc.ca or by calling 800.206.7218.

If you need your serial number after your Record of Employment has been processed, contact the Employee Service Center at 1-866-KELLY4U (1-866-535-5948) five days following your request.

Personal Information Release Form

Please log in to Kelly Web Time to access this form.

Kelly Payroll Overpayments

Kelly is pleased to offer employees a secured method to make electronic credit card payments for payroll overpayments.

What is an Overpayment?

“Overpayment” is defined as compensation paid to an employee in excess of the amount owed for a given period.

“Repayment” is the process by which an employee or former employee returns the excess funds to Kelly.

Employees are expected to review their salary payments each pay period for accuracy and promptly report any discrepancies to their supervisor or local Kelly representative.

Departmental Representatives are responsible for managing financial and related resources, including monitoring of salary matters for their respective departments. To that end, Department Representatives are expected to review their key control and audit reports to assist in reconciling and verifying payments.

Because overpayments can result from numerous origins, there must be a shared responsibility between the employee, Departmental Representative, Human Resources and Payroll Services to identify and correct the source of the error and then recover the overpayment in a timely manner.

If you have received a letter from Temp Payroll Compliance regarding your overpayment and would like to pay now, please pay the NET amount due.

Take note of the following instructions, and use the button below to make your payment.

You will need the 10-digit Peoplesoft ID (i.e., PS ID 40xxxxxxxx) number that appears on your paycheque and will refer to the correspondence from Payroll to complete this process. A payment confirmation email will be sent to you promptly based on the email address provided in the payment section.

Have Questions?

For questions about this process or the overpayment amount, contact the Employee Field Service Centre at 866.KELLY4U (535.5948) Monday – Friday, 8 am to 8 pm ET.