This is a repository for up to date information about the COVID-19 situation and the Ascender response. In the sections below you will find the key information for each of Ascender’s Operational Sites, any identified impact to Business as Usual (BAU) procedures, and other pertinent status updates. This page is updated as the situation evolves.

For any questions, please contact your account managers or click here for Frequently Asked Questions (FAQ)

Latest update: All Sites: March 17th ,2020

  1. Ascender has invoked our Business Continuity Plan (BCP) in Sydney from March 18th.
  2. Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow the process of submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk/Telephony (where in scope/relevant) No For all product/support-related matters please continue to use your current support contact. Phone lines are being redirected where possible, however, if you are unable to reach your normal contact you should follow the escalation matrix that has been provided to you. Failing that, your Account Manager should be able to assist to direct your inquiry.
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Outputt No No changes expected.
Payslip Printing & Distribution (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers.
Statutory Lodgement (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers as relates to items where manual processing is required.
Contacting Ascender No Refer to Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.

  1. Ascender has invoked our Business Continuity Plan (BCP) in Melbourne from March 18th.
  2. Operations remain unaffacted, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow the process in submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk/Telephony (where in scope/relevant) No For all product/support-related matters, please continue to use your current support contact. Phone lines are being redirected where possible, however, if you are unable to reach your normal contact you should follow the escalation matrix that has been provided to you. Failing that, your Account Manager should be able to assist to direct your inquiry.
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Outputt No No changes expected.
Payslip Printing & Distribution (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers.
Statutory Lodgement (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers as relates to items where manual processing is required. All other online submissions remain unchanged.
Contacting Ascender No Refer to Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.

  1. Ascender has invoked our Business Continuity Plan (BCP) in Perth from March 18th.
  2. Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input N0 Please continue to follow the process of submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing & Payroll Authorisations N0 No changes expected.
Electronic Fund Transfers N0 No changes expected.
Sharing of Payroll Output/Reports N0 No changes expected.
Statutory Lodgement (where in scope) No All online submissions remain unchanged.
Contacting Ascender No Refer to the Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.

  1. Ascender has invoked our Business Continuity Plan (BCP) in Tokyo from March 18th.
  2. Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow the process of submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.

Paper-based inputs, if applicable, may be affected. Please assist in converting to electronic payroll input at the earliest possible time.

Payroll Processing No No changes expected.
Sharing of Payroll Output No No changes expected.
Payslip Printing & Distribution (where in scope) Yes If in scope, some delays may be expected due to limited staff available to process.
Social insurance processing (where in scope) Yes Any application requiring hard copy, client or employee seal, etc. may be affected with processing taking longer than usual.
Contacting Ascender No Please continue to use the client-specific group email address as the preferred contact channel.

Phone lines are being redirected where practical. If you are unable to reach your normal contacts, you should follow the escalation matrix that has been provided to you. Failing that your account manager should be able to assist direct your inquiry.

 

  1. Ascender has invoked our Business Continuity Plan (BCP) in Manila from March 16th
  2. Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow the process in submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk/Telephony (where in scope/relevant) No For all product/support-related matters please continue to use your current support contact. Phone lines are being redirected were possible, however, if you are unable to reach your normal contact you should follow the escalation matrix that has been provided to you. Failing that, your Account Manager should be able to assist to direct your inquiry.
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Output No No changes expected.
Payslip Printing & Distribution (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers.
Statutory Lodgement (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers as relates to items where manual processing is required. All other online submissions remain unchanged.
Contacting Ascender No Refer to Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.

  1. Ascender has invoked our Business Continuity Plan (BCP) in Kuala Lumpur from March 18th.
  2. Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow process in submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk/Telephony (where in scope/relevant) No For our all product/support-related matters please continue to use your current support contact. Phone lines are being redirected were possible, however, if you are unable to reach your normal contact you should follow the escalation matrix that has been provided to you. Failing that, your Account Manager should be able to assist to direct your inquiry.
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Outputt No No changes expected.
Payslip Printing & Distribution (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers.
Statutory Lodgement (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers as relates to items where manual processing is required. All other online submissions remain unchanged.
Contacting Ascender No Refer to Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.

  1. Ascender has invoked our Business Continuity Plan (BCP) in Shanghai from January 29th.
  2. Our Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow process in submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk/Telephony (where in scope/relevant) No For all product/support-related matters please continue to use your current support contact. Phone lines are being redirected where possible, however, if you are unable to reach your normal contact you should follow the escalation matrix that has been provided to you. Failing that, your Account Manager should be able to assist to direct your inquiry.
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Outputt No No changes expected.
Payslip Printing & Distribution (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers.
Statutory Lodgement (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers as relates to items where manual processing is required.
Contacting Ascender No Refer to Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.

  1. Ascender has invoked our Business Continuity Plan (BCP) in Bangkok from March 18th.
  2. Operations remain unaffected, our staff are working from home and any office-based activities are performed with rotating shifts.
Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow the process of submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk/Telephony (where in scope/relevant) No For all product/support-related matters please continue to use your current support contact. Phone lines are being redirected where possible, however, if you are unable to reach your normal contact you should follow the escalation matrix that has been provided to you. Failing that, your Account Manager should be able to assist to direct your inquiry.
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Outputt No No changes expected.
Payslip Printing & Distribution (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers.
Statutory Lodgement (where in scope) Yes Ascender is currently in communication internally and with our 3rd party provider to determine appropriate actions should BCP be invoked with these providers as relates to items where manual processing is required.
Contacting Ascender No Refer to the Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.