Who to Contact? Horizons vs. the Client Company

As an EOR employee, you have a unique relationship involving both Horizons and the client company. Each plays a distinct role in your employment, and knowing who to reach out to for specific issues will save you time and ensure you get the right support.

Contact the Client Company If Your Question Involves:

1. Salary and Compensation Decisions

• Discussions about salary amount or structure

• Bonus eligibility

• Allowances (e.g., remote work stipends, travel reimbursements)

• Requests for salary increases

2. Non-Statutory Benefits

• Private health insurance plans

• Wellness or education stipends

• Any other perks or company-sponsored programs

3. Contract Terms and Employment Status

• Contract extensions or renewals

• Termination discussions

• Role changes or promotions

• Any decision about your continued employment

4. Daily Work Responsibilities

• Task assignments and project deadlines

• Work hours, schedules, and time off approvals (if managed internally)

• Use of tools, platforms, and work-related resources

• Team dynamics and internal processes

5. Performance and Role Expectations

• Feedback, performance reviews, and development goals

• Managerial support and team collaboration

In short: if the question relates to how much you're paid, what you're entitled to beyond legal minimums, or the future of your role, start with the client company. Once decisions are made, the client will inform Horizons, who will then formalize the administrative or legal steps.

Contact Horizons If Your Question Involves:

1. Legal and Administrative Employment Matters

• Clarification of your employment contract and statutory entitlements

• Local labor law compliance

• Required notices or official HR documentation

2. Payroll Processing

• Payslip details

• Tax deductions

• Payment dates

• Social security or pension contributions

3. Benefits Administration

• Enrollment in government-mandated benefits (e.g., local healthcare or social insurance)

• Sick leave or parental leave under local law

• Questions about what benefits you are currently enrolled in

4. HR and Employment Support

• Updates to your personal or banking information

• Formal documentation or employment verification letters

• Support with compliance questions in your country

If your question is about the execution of employment (payroll, local compliance, contracts based on client decisions), Horizons is the right contact.

Example: Salary Increase

Let’s say you’d like to request a performance review with the goal of discussing a potential salary increase. Here's how the process typically works:

1. You start by speaking with your line manager at the client company. Since they oversee your day-to-day work and performance, they are the right person to evaluate your request and discuss your contribution to the team.

2. If the manager agrees that a performance review is appropriate and decides to support a salary increase or role change, the client company will internally approve the change.

3. The client then contacts Horizons to initiate the contractual and payroll updates. Horizons cannot initiate salary or contract changes independently—it must come through the client company.

4. Horizons works closely with the client to update your employment contract and make sure all changes are legally compliant, locally appropriate, and correctly documented.

5. Once finalized, Horizons will ensure your new salary is reflected in payroll and any related benefits or contributions are updated accordingly.

Key takeaway: Decisions around salary, performance reviews, or employment terms always begin with the client company. Horizons steps in to support and implement those changes once they are approved

Not Sure Who to Ask?

If you're uncertain who should handle your question ask your line manager or reach out to support@joinhorizons.com and we will support you throught the process.