Worker Frequently Asked Questions

You can pass these through to your workers before onboarding with Oncore, so that they have as much information as possible about Oncore's services and partnership with your recruitment agency.

Question: Why does your recruitment agency use Oncore?

Your recruitment agency uses Oncore to assist with contract management, compliance and payroll services. We partner with them and act as an extension of their business back office to assist them with all of their contingent workforce needs. Oncore will help through every stage of your contract lifecycle, from onboarding, contractor care, payments and offboarding.

You can find out how Oncore provides support to you as a worker by heading here: https://support.oncoreflex.com/

Question: How will Oncore know what my contract and payroll requirements are?

Oncore works closely with your recruitment agency and ensures that all of your information and contract requirements are captured accurately.  

Apart from contract-related data obtained directly from your recruitment agency, Oncore will require certain information that’s pertinent to payroll to be provided to us by you. These requirements are outlined in our onboarding process.

If you wish to discuss any particular payment requirements you may have please contact us via supportaus@oncoreservices.com.

Question: When will Oncore contact me?

Once your recruitment agency has submitted all of your contract details to Oncore, we’ll contact you via SMS and send two emails within the next 24 hours to commence your onboarding. The SMS will come from a no-reply number and will let you know how to commence the onboarding process.

Question: What is involved in Oncore’s onboarding process?

Oncore uses an online onboarding platform called Onboarded to securely capture all of your information. This information then feeds directly into our payroll and contract management system, so there’s no double-handling of this information. Your data privacy and security are paramount to Oncore, and we are ISO27001 compliant.

You will receive an email invitation from Onboarded, and complete your registration details through the Onboarded portal. We’ve put together a video guide that walks you through the process, and you can access this here: https://support.oncoreflex.com/freedom/video-contractor-onboarding-process

Once you’ve finished the registration process through Onboarded, you’ll receive an email advising that this has been completed. 

You may also be required to complete a WH&S induction and policy review via Oncore’s safety and compliance partner WorkPro. If this is required, the SMS issued by Oncore will advise of this. The WH&S induction will be sent via a separate email that comes directly from WorkPro. You can review FAQs directly with WorkPro here: https://www.workpro.com.au/faq#WorkProforIndividuals

Question: What information does Oncore need from me? Why?

To ensure legal compliance with national standards, Oncore is required to collect right-to-work documentation for all individuals who we make payments to. We will also need to obtain relevant superannuation, TFN declaration, bank account details and next of kin should an emergency arise. This information is securely captured via our Onboarded portal and is not used for any purposes other than what is necessary to facilitate your contract and payment to you.

Question: Can I operate my own Pty Ltd company and have payments processed to this entity?

Oncore supports both PAYG and Pty Ltd engagement models. Should you operate your own Pty Ltd entity, you will need to make sure that your company is registered for GST. This will ensure that your company will receive payment based on a Recipient Created Tax Invoice (RCTI), which Oncore will generate. You may be required to provide relevant insurance certificates to Oncore (Professional Indemnity, Public Liability and Workers Compensation) and we will advise you of the requirements at onboarding.

Due to compliance reasons, Oncore does not support Sole Trader ABN structures, and will not be able to facilitate payment under Sole Trader arrangements. We are happy to onboard workers under a PAYG set-up and can assist them with transitioning.

Question: What happens when I’ve completed the onboarding process?

After you’ve completed the onboarding process in full, you will receive an email from our Customer team via supportaus@oncoreservices.com. This email will provide you with an official welcome to Oncore, and give you information about timesheets, salary payments and login details for accessing payment advice.

We will also send you an SMS to welcome you onboard and let you know to check your inbox.

Question: How do I access my payment advice?

Oncore provides a secure online portal that can be used to submit online timesheets (if required for your contract engagement), update personal details and view or download payment advice. 

Once the onboarding process has been completed, Oncore’s Customer Experience team will send you an email containing login credentials for this portal.

User guides and FAQs can be found here: https://support.oncoreflex.com/recruiter-connect

Question: What steps should I take if I don’t receive my pay as expected?

Should you have any concerns regarding your scheduled pay please take the following steps:

1. If using Oncore’s timesheet system, a “timesheet approved” email is automatically issued to you once your approver has reviewed and approved your timesheet. 
2. If you have not received the approved timesheet notification by 12pm AEST on the day before your scheduled pay then we suggest that you log in and check whether your timesheet is approved. Oncore automatically follows up with your timesheet approver via email every day that your timesheet remains unapproved. If your timesheet isn’t approved, this will impact when we’re able to process your pay.
3. If your timesheet is unapproved and you have direct access to your manager (who is usually the person approving your timesheet) - often the best way for them to know that this is urgently required is for you to reach out directly. We are here to provide support should you need it.
4. If your timesheet is approved late; Oncore will process payment to you in the next available payment cycle. Please reach out to your recruitment agency to discuss timeframes.
   
   

Question: Can my salary be split between multiple bank accounts?

Yes. You can nominate multiple bank accounts for splitting the payment of your salary.

Question: Can I salary sacrifice to my nominated superannuation fund?

Yes. If you’re engaged via a PAYG set up then you’re able to nominate an additional dollar value amount from your salary to be sacrificed to superannuation.

Question: How can I contact Oncore?

We have a self-service knowledge base, with an online assistant who can also answer basic queries immediately for you. Check that out here: https://support.oncoreflex.com/

You are welcome to contact Oncore’s Customer Experience and Operations teams by email via supportaus@oncoreservices.com at any time, and the appropriate Oncore expert will respond the next business day at the latest.

Alternatively, telephone 1300 654 484 during AEST standard business hours. We will always do our best to answer your query at the first point of contact, though if you need to speak with a subject matter expert, we will always call you back within 24 hours.