A. General Information

Please respond to our emails within 30 minutes during the work day

Email remains your only official mode of communication, not phone calls or texts. Please do not leave us any voice messages on phone numbers used to call us

Please use only the official email, text, and phone accounts assigned to you to communicate with us, and with our clients and candidates.

You are expected to answer any calls made to you (except in lunch hour) within 15 minutes of a missed call.

Submit all email requests/issues to us using a KITE spreadsheet 

B. Support desk/mentor support hours

Remote workers designated help desk/central support times are as follows: -

1: 00PM – 7:00PM (Local time) Workdays 

Emails/calls during off time may not be responded to within 30 minutes are required by policy. 

C. Files/templates/reports/attachments

Please do not modify any of our approved templates or documents. 

Information sent to us that do not meet file transfer specifications will be returned to you un-read.   

D. KITE Spreadsheets

1. What is the purpose of the KITE spreadsheet?

To make it easier to track and to review your requests for information, assistance from management 

 2. When should I use a KITE spreadsheet?

You should add any questions or requests requiring management attention to a KITE spreadsheet. Please do not send in requests/questions via email. KITES will get answered much quicker. 

3. Where should I send my KITES to for a response?

Send all KITES to kitecommunicationsystem@gmail.com  

Do not copy (CC) KITES to other email addresses. Only send in your kites to one email

KITES are responded to at 12:00 PM, 2:00 PM, and 4:00 PM workdays

4. I really require management as my KITE issue is very important, what should I do?

Send in your KITE marked URGENT

Please do not send the same KITE multiple times

5. When will management respond to my KITES?

Management will respond to your KITES within 1-2 hours of receipt

6. What happens if I already submitted a KITE and I have another question/issue which must be addressed?

Simply add your question/issue to your previously submitted KITE, and submit it as a second KITE.

7. What happens if I have 2 flying at the same-time?

 You can have 2 KITES out for management attention, so long as you add any new questions to the previous KITE. Please never start a new KITE spreadsheet from scratch.

8. For how long a period should I use a KITE spreadsheet?

You are required to start new KITES on a 4 week cycle basis. Like all spreadsheets, you must change KITES for 4 straight weeks.

9. What types of questions/issues should I include in a KITE spreadsheet?

Any and all questions regarding payroll, expenses, equipment, work etc, etc

Make sure that you list our KITE questions/issues chronologically in ascending order, for example, Jan 1, then Jan 2, then Jan 3, etc. 

10. How should I address my KITE spreadsheet?

Please ensure that you clearly show the subject area of your kite email as KITE

Do not send in KITES as attachments with any other email. Send KITES in on a single basis.

11. What should I do with a FLOWN KITE?

Please open and read all KITES returned to you by management as FLOWN KITES. Just be sure to remove the word FLOWN when re-sending the KITE spreadsheet back with another issue.

12. What should I do if I have a KITE issue which cannot wait and I require an immediate response?

If you require immediate attention for a KITE issue, simply mark the SUBJECT area ...URGENT 

13. How should I email KITES to management?

When emailing KITES to management, please send them in as stand-alone email. Do not reply/forward email which have/previously had KITEs attached to them. 

Please do not write under the section reserved for management response

Please leave one line spacing between items/issues on your KITE. Always leave a one line separation between entries.

14. How should my KITE be constructed? 

a.  Requests on a KITE spreadsheet should not exceed 15 words per line/issue.

b. Leave a one line space between requests

c. Make sure that your KITE has your spreadsheet header

15. Is there a cut-off time for getting a response for my KITES?

Yes. The cut-off time for management to respond to your KITES on the same-day is 3:00PM. KITES received after 3:00PM will be answered on the next business day. 

If office is short staffed, management will send you a notice of KITE POLICY EXCEPTION...meaning that KITES will be answered as soon as possible, and not according to the normal policy.

 16.What happens if I have a KITE item that requires an attachment?

If you have an item which must be attached, add the item name to the KITE, and add the item to the KITE spreadsheet as an attachment 

17. I received an email from management, how should I respond?

To respond to an email request from management, please send your response on a KITE

18. What should I do if I send in a KITE which is not responded to (flown) too within 2 hours?

In the event that your KITE is not responded to within 2 hours, please re-send the KITE and wait for a response with 2 additional hours.

19. What action should I take if I resend a KITE and it is not responded to within 2 additional hours?

In the event that your re-sent KITE is not responded to within 2 hours, you should file a GRIVEANCE

20. What should I do with candidates who contact me via pone email, or social media?

Add then to a KITE for management attention

Ensure that you include each candidates full name (first/last) 

21. From which email should my KITES originate from?

Send all KITES from you work/agency email accounts 

22. What issues are appropriate for KITEs?

• Payroll
• Payslip
• Expense and entitlement
• Request for management assistance
• Time card
• CV and candidate issues
• Calls from candidates requesting updates to their applications
• Post office travel card
• ZOOM issues
• Account payments
• Laptop issues
• Holiday requests
• Sick notices
• Training requests
• Office work locations
• Remote/hybrid working issues
• Phone top up issues

23. Amendments to this Policy Statement

Amendment 1

Effective date: -  July 2, 2025 - For communication received upon termination or resignation of a contract of employment, our official response time to inquiries is 1-3 working days from confirmation of receipt date.