HR Helpdesk Knowledge Base + Escalation Matrix

Check the joining checklist shared by HR under [company policy]. It may ask for identity, education, previous employment and bank details needed for onboarding. Submit only the fields requested through the approved secure channel. Do not send originals unless the verification process specifically requires them. Ask why a sensitive document is needed and whether a less detailed version is acceptable. Keep a copy of the submission acknowledgement.

Escalate if… The request is unclear, excessive or asks you to use an unapproved channel.

Ask HR to confirm the issue date and delivery method under [company policy] before joining. Read the role, location, pay components, probation, notice period and other terms carefully. Check that the details match the agreed offer and raise any difference before accepting. Keep the signed copy in a safe place. This FAQ is not a substitute for the applicable appointment-letter requirements; HR should verify those against current law and State Rules.

Escalate if… You are asked to join without clear written terms or the letter differs from the offer.

Tell the onboarding team whether you already have a Universal Account Number. Share it through the approved HR channel, not a public chat. HR can help you check the linking process and direct you to the official EPFO portal. Avoid creating a second UAN simply because you changed employers. Check your personal details carefully and follow the official process for any mismatch. Never share your portal password or OTP with anyone.

Escalate if… There are duplicate UANs, a identity mismatch or an unresolved linking error.

Ask HR for the current nomination process and the correct forms or official portal. PF and gratuity nominations are separate, so completing one may not complete the other. Enter accurate details and use the approved secure channel. Keep the acknowledgement and review your nominations when your circumstances change. HR can explain the process, but should not choose a nominee for you. Check applicable eligibility and family rules before submitting the nomination.

Escalate if… The portal rejects the nomination or you need help with eligibility or a disputed nomination.

Earned leave accrual depends on the applicable law, State Rules and [company policy]. Check the leave policy for the accrual period, qualifying service, rounding and how part-month service is handled. Compare your leave balance with attendance records and previous adjustments. Do not assume another employer’s formula applies here. If the balance looks wrong, send HR the relevant dates through the approved channel and ask for the calculation rather than sharing other employees’ records.

Escalate if… The balance cannot be reconciled or the policy may conflict with applicable law.

Maternity benefits include 26 weeks for the first two children, subject to the applicable statutory conditions. Ask HR which benefit route applies to you and what supporting documents are needed. Apply through the approved leave process under [company policy] and share medical information only with the authorised team. Confirm the planned dates, pay treatment and return-to-work arrangements in writing. Other circumstances can have different entitlements, so do not assume the same duration applies to every case.

Escalate if… Eligibility is disputed, leave is refused or sensitive medical information is requested unnecessarily.

Check [company policy] and the applicable statutory rules for the leave type involved. Carry-forward limits, lapse dates and encashment treatment may differ for earned leave and other leave categories. Review your balance before the year-end deadline and ask HR how pending requests are treated. Do not assume all unused leave can be paid out. If you are leaving, ask for a written explanation of the leave balance and its treatment in your settlement.

Escalate if… Leave lapses unexpectedly or the policy treatment appears inconsistent with applicable rules.

Follow the approval process in [company policy] before working extra hours whenever possible. Record the date, hours, reason and approving person in the approved attendance system. HR should confirm whether your role is covered by overtime rules and how approved time is treated under applicable law. Do not rely on an informal promise of compensatory leave or payment. If extra work was urgent, document it promptly and ask how to regularise the approval.

Escalate if… Required overtime is not recorded or the approval or compensation treatment is disputed.

Use the attendance correction process in [company policy] and submit the actual date and working hours. Explain whether the issue was a missed punch, system error, approved travel or another reason. Attach only the supporting evidence needed and seek the required approval before the payroll cut-off. Check the corrected record afterwards. Do not enter hours you did not work or ask someone else to mark attendance for you. Contact HR if the system blocks a genuine correction.

Escalate if… A correction remains unresolved near payroll cut-off or repeated system errors affect pay.

The regular salary date and handling of holidays are set out in [company policy] and your employment terms, subject to applicable law. Check the payroll calendar and make sure your bank details are correct in the approved system. If payment is missing, confirm whether payroll has released it and whether the bank has rejected the transfer. Share only the necessary reference with the payroll team. Avoid posting payslips or bank statements in a group chat.

Escalate if… Salary is overdue, a bank rejection is unresolved or no clear payment update is provided.

Compare this payslip with the previous month, checking earnings, attendance adjustments, tax deductions, benefit deductions and reimbursements. A difference may come from variable pay, unpaid leave, a correction or a change in tax calculation under [company policy]. Ask payroll for an item-by-item explanation if the reason is unclear. Use a secure channel for payslips and avoid sharing another employee’s pay information. Keep the response so you can check whether any promised correction appears next month.

Escalate if… A deduction is unexplained, an input is wrong or a promised correction does not appear.

PF uses 12% employee and 12% employer contributions on the applicable eligible wage base. The ₹25,000 wage ceiling took effect on 17 September 2026 under S.O. 5109(E). Check coverage and scheme rules rather than assuming all gross pay is the contribution base. ECR and payment are due by the 15th. Ask payroll which eligible wage base and coverage apply to you; the employer contribution includes its applicable pension allocation, not necessarily an identical EPF account credit.

Escalate if… Contributions do not match the eligible wage base or coverage is disputed.

Form 16 is due by 15 June for the relevant completed financial year, subject to the applicable tax requirements and any official extension. Ask payroll how it will be delivered under [company policy]. Check your name, tax identifier, employer details, salary and tax deductions against your records. Report any mismatch through the approved secure channel. Keep the certificate for your tax filing and do not post it publicly, as it contains personal and financial information.

Escalate if… The certificate is missing after the applicable deadline or the reported figures are incorrect.

Check the payroll declaration window, approved portal and proof requirements under [company policy]. Submit only valid documents relating to your own eligible claims and keep the acknowledgement. Ask payroll how a regime selection affects salary withholding and whether changes are allowed during the year. Payroll declarations and your final tax return can have different requirements, so seek qualified tax advice if needed. Do not send tax identifiers or financial documents through an unapproved personal messaging channel.

Escalate if… The portal rejects valid proofs, a selection is not reflected or you need individual tax advice.

The checklist uses a ₹21,000 gross wage ceiling and a 0.75% employee contribution share. Eligibility also depends on the establishment’s coverage and the applicable rules, so ask HR to confirm your position rather than looking only at take-home pay. Check that your registration details are accurate and ask how to access the official benefits process. Submit any required documents securely. Changes during a contribution period need payroll review; do not assume coverage stops immediately after a pay change.

Escalate if… Registration is missing, coverage is disputed or deductions appear inconsistent with the verified rules.

The general rule is five years of continuous service, with exceptions that must be checked for the particular case. Gratuity is payable within 30 days when payable. Ask HR to confirm your service dates, eligibility and the applicable treatment before relying on an estimate. [company policy] may explain the process but should not replace statutory entitlements. Keep employment and service records available, and raise a question if a break in service or contract type affects the assessment.

Escalate if… Eligibility or service dates are disputed, or payment is delayed after it becomes payable.

Bonus eligibility depends on the applicable statutory rules and any additional scheme in [company policy]. Ask HR which scheme applies, what the eligibility conditions are and how attendance or service during the year affects the calculation. Do not confuse a statutory bonus with performance-linked variable pay or an incentive promise. Check the written scheme and your payslip before making a comparison. This FAQ does not state an eligibility ceiling; HR should verify current statutory limits before answering your case.

Escalate if… The applicable scheme is unclear, an eligible payment is missing or the calculation is disputed.

Read the notice period in your appointment letter and [company policy]. Submit your resignation through the approved process and ask for written confirmation of the last working day. Discuss any request for early release, leave adjustment or notice buy-out rather than assuming it will be accepted. Plan handover and asset return in parallel. Keep a record of approvals and do not retain confidential files after leaving. HR should explain any deductions and check them against applicable law.

Escalate if… The last working day is disputed or a proposed deduction or release condition is unclear.

Wage dues are payable within two working days of the last working day under the applicable wage-payment rule; gratuity is payable within 30 days when payable. Do not treat every settlement component as having the same deadline: payroll should classify each item under current law. Ask for a written breakdown of wages, leave treatment, deductions and other payments. Clearances should run in parallel under [company policy], and any disputed amount should be explained rather than hidden in a total.

Escalate if… Wage dues are delayed, deductions are unexplained or component-specific payment dates are not provided.

Ask HR for the exit-document checklist under [company policy]. It may include a relieving letter, service or experience confirmation, settlement statement and relevant payroll or tax records. Confirm how and when each document will be provided, and check the dates and role details for errors. Return company assets and complete the handover without retaining confidential information. Keep your own employment documents securely. If a document is unavailable, ask HR for the reason and the appropriate alternative.

Escalate if… An agreed document is withheld without explanation or its employment details are incorrect.

The checklist formula is (last basic pay plus DA) × 15/26 × eligible years of service. The general five-year eligibility rule has exceptions, and service rounding or special employment arrangements need review under the applicable law. Gratuity is payable within 30 days when payable. Ask HR for the wage base, service period and calculation in writing. A rough calculator result is not a final entitlement. [company policy] should describe the process without reducing statutory rights.

Escalate if… The wage base, service period or final payable amount cannot be reconciled.

Use the confidential grievance channel described in [company policy]. State the issue clearly, include relevant dates and explain the outcome you are seeking. Share evidence only with authorised recipients and avoid circulating personal allegations in group chats. Ask for an acknowledgement and the expected next step. If your concern involves the usual reporting manager, check the alternative contact. A grievance should be handled fairly; do not assume that an informal conversation replaces the documented process.

Escalate if… There is retaliation, a conflict of interest, serious risk or no response through the stated channel.

Use the designated reporting channel under [company policy]. For sexual-harassment matters covered by POSH, offices with 10 or more employees must have an Internal Committee, and the inquiry timeline is within 90 days. Share details directly with the authorised committee or contact, not through a public helpdesk thread. Ask about confidentiality and the process without expecting the helpdesk to investigate. If there is immediate danger, seek appropriate urgent support as well as the workplace reporting route.

Escalate if… Route POSH matters directly to T4 Internal Committee; urgent safety risk or retaliation needs immediate attention.

Read [company policy] before posting about work, clients or colleagues. Do not share confidential information, personal data, internal screenshots or statements that appear to speak for the company without approval. Keep personal views clearly separate from authorised company communication. If you are unsure whether a post is appropriate, ask the designated communications or HR contact first. A policy question should be reviewed fairly and in context; do not assume every personal post creates a disciplinary issue.

Escalate if… A post exposes confidential data, targets a colleague or leads to a disputed disciplinary concern.

Use the approved HR record-correction or privacy channel under [company policy]. Identify the field that is wrong and provide only the evidence needed to correct it. Avoid sending a full identity document when a less detailed proof is sufficient. Ask for an acknowledgement and check that the correction is reflected in the source system and relevant downstream records. Do not edit another person’s record or share credentials. Legal rights and timelines should be checked against the rules currently in force.

Escalate if… An error affects pay or benefits, the request is unresolved or there is suspected unauthorised access.