PUBLIC HOLIDAYS

Last update: May 28, 2025

OBJECTIVE To identify the correct approach on the observation of public holidays.

EFFECTIVITY  MAY 2024

Important things to remember 

• RCs are expected to always follow the public holidays based off of the client's business address. If the business has several locations, please verify this with the client so you can set a standard house rule for their team/s.
• By default, public holidays are treated similar to a regular leave request. It is always unpaid unless declared otherwise by the client.
• Paid public holidays always require a Freshdesk ticket or client approval attached as a note on the portal before the CDA/CRE can approve the request.
• There are 2 types of public holidays: client and staff public holidays
• RC needs to secure client's approval if he/she wishes to take an unpaid time-off on these public holidays. These leaves should be pre-approved.
• You can review the Leave Request Manual published by IT thru this link.

I. For every upcoming national/state holidays, CRE will email the client an advisory of the upcoming holiday at least 2-3 weeks prior to confirm whether the RC is required to work or granted a paid time-off. This is done via Freshdesk. CRE can use the FD ticket as proof of any agreed arrangement between the client and the RC for the said public holiday.

II. CDA to provide the tracker for the said holiday schedule. CMD to provide the email template to be used.

III. CRE to plot and approve the holiday on the portal based on client's advise. Please educate your clients/account POC that they have access to the Leave Request page and they can also review and approve/decline their RC's leave requests from there.

IV. CRE to update the tracker provided by the CDA Team and give RC an advisory regarding the upcoming public holiday.

Frequently Asked Questions

1. If the RC is required to work during public holidays, is the RC paid following premium rates?

Overtime and worked hours during public holidays are paid following our standard staff hourly rate. Only work completed during Mandatory Paid Leaves (MPL) are paid at 200%.

2. The client agreed to provide a paid public holiday off for the RC but the latter insisted to work for a few hours due to urgent deliverables. Will the RC get additional pay in this case?

No, it is the RC's discretion to work. In the event that he/she works for a few hours or the entire shift on a client public holiday despite the client providing a paid time off, CRE can negotiate with the client if the RC can use that paid time-off on a different date within that same pay period. Otherwise, RC will just be paid the standard hourly rate.

However, if the client agrees to pay the RC at 200%, CRE just needs to add a note to the existing ticket via Freshdesk regarding this arrangement so we can adjust the timesheet accordingly and ensure that the RC is paid correctly by reflecting this on the client's invoice. CRE can use the template below as a reference.

APPROVED PAID CLIENT PUBLIC HOLIDAY

CLIENT:

RC:

DATE:

REASON:

SPECIAL ARRANGEMENT: RC TO BE PAID AT 200%