Frequently Asked Questions
See our list below of the most frequently asked questions. If you have other questions not covered in this list, please do not hesitate to contact us via phone or email, or alternatively schedule a call with us.
GETTING STARTED
What are our fees and charges?
Our fees and charges are simple and straightforward. $10 ex AUD per hour with a single, per Agency or business entity, set up fee of $200ex AUD.
Contact REassist to discuss our Terms and Conditions.
What are the minimum hours a VA can work?
The VA program is designed to suit your Agency requirements. Subsequently you can engage a VA for 10, 20, 30 or 40 hours per week.
What is the time difference between New Zealand and the Philippines?
Who are our Team Members?
Our Team members are University Graduates or have completed 3 years of a 4 year University Degree and have a minimum of 2 years prior experience in Business Administration or in a Business Outsourcing role.
Are our Team Members treated well?
Staff retention is key to our ongoing success. Our team members work exclusively for the same clients month upon month and year upon year, thus it is imperative that our staff is treated well.
They are paid well above minimum wage.
They are paid better than the majority of our competitors even taking into consideration the higher wages paid to staff working night shift.
We abide strictly by the Philippine Labour Laws that are purposefully designed to protect the “worker”.
Our hours are largely day shifts and Monday to Friday.
We have a full time company Nurse.
Our team members are provided with health care upon attaining 2 years of service with REassist. Unlike Australia or New Zealand this type of benefit is not affordable to the general Philippine working population.
Do I have to sign up for a specific length of time?
Why is our office in Baguio City and not Manila?
Baguio City is a major city and holiday destination in the Philippines. Historically the primary industry of the City has been “Education” with 4 major Universities having campuses here.
Whilst the destination requires an arduous trip for Western visitors this disadvantage is overshadowed by the annual available talent pool of potential candidates graduating from University.
How do I communicate with my VA(s)?
There is no “one size fits all” answer to this question. Subsequently we will facilitate any means of communication that suits your requirements. You can…
Phone / Email / Messenger / Google Hang Out / Google Chat / Viber / Whats App / Slack / Skype / Zoom / GoToMeeting…
You get the picture!
How does the billing work?
Billing is simple and straightforward.
You are billed one week in arrears and one week in advance via Direct Debit. You can pay by Credit Card or from bank account. The fees for these options are stated on our DDR forms.
NB. The fees associated with each payment option are levied by the provider and REassist does not “clip this ticket” in any way.
Where can I access the Terms & Conditions?
NB. The version for Australian clients is different to the version for New Zealand based clients due only to conditions required for international billing.
ONBOARDING
How do I get started?
1. Review our T&C’s and ask questions if you have any.
2. Contact us so to confirm what tasks you want to begin with.
3. We’ll facilitate a time to capture exactly how you want your task performed. Most often these are based on REassist best practice, however, if you do something a little different, don’t worry, we will happily train a VA to your specific requirements.
4. Interview a VA or two, or let us pick a Team member who we know can perform your specific suite of task
Can I interview VA's?
Yes of course. 9 times out of 10 our Clients prefer us to select the VA who we feel is best suited to complete your tasks but, if you would prefer to do this yourself you are most welcome to do so.
How will my VA report to me?
It is part of our standard operating procedure that each VA send a “Start of Day” (SOD) email and “End of Day” (EOD) email to their Client and required stakeholders.
You need simply to state what you require on these updates, and alter as required, and your VA will provide this information accordingly.
Do I need to create process docs?
If you have these…great! But if you don’t its no problem. From our experience we have found that having a Client “show” us what needs to be done is much faster, easier and more comprehensive than creating process documents.
We’ve done this hundreds and hundreds of times so don’t stress. Its part of our job to make this part of the VA journey as stress free as possible.
Short on time but want more info?
Lock in a call time that suits you best
Use this live calendar to schedule a time so we can give you the info you need and help you get started.