Frequently Asked Questions: Records of Employment (ROEs)

How do I issue an ROE?
Click here for the steps on how to issue an ROE. Please note that you must be an administrator to issue an ROE, and ALL of an employee's hours and pay must be paid out prior to issuing an ROE. If an employee has any outstanding hours, our team will not be able to initiate an ROE until the payroll/off run is processed.
What is the expected turnaround time for ROEs at this time?
At the time, the expected turnaround time for ROEs is currently 5 business days.

If you have issued an ROE and it has not been completed after 5 business days, our Team may not have ROE Web Access. If you see that the ROE has been completed but there is no icon to download. Please contact our ROE Team at roes@pushoperations.com for more information.
How can I expedite an ROE?
To ensure that an employee gets their ROE as quickly as possible, please make sure that ALL of an employee's hours and pay have been paid out prior to issuing an ROE. If an employee has any outstanding hours, our team will not be able to initiate an ROE.

Once processed, if you require the ROE to be expedited. Please reach out to our ROE Team at roes@pushoperations.com.
Can I issue an ROE for an active employee?
Yes, you are able to request an ROE for an active employee. However, the system will warn you that the employee is still active. You can get rid of the message by clicking "Ok" and the ROE request will continue to submission.

Please note: if you continuing to run payroll, we highly recommend setting an end date to a salary employee's position if you are issuing them an ROE.
Do I have to deactivate an employee to issue an ROE?
You do not have to deactivate employees at this time. However, for salary employees, we do recommend setting an end date to their salary if you are still regularly running payroll.
What should I enter for the return date if I don't know how long this temporary closure will be?
You can either select “Unknown” or provide a hypothetical date where the employee will return. Neither option will affect your employee’s EI application.
What reason code should I be using when issuing the ROEs?

If you are closing the restaurant, please use Code A: Shortage of Work
If the employee is forced to self-isolate due to an illness, please use Code D: Illness or Injury

We do not recommend using Code K: Other, if the ROE is being issued for the reasons above. This being that leaving a comment will slow down the ROE process as Service Canada needs to validate and review your comment/other reason.

If you wish to process your employee's ROE faster, we highly suggest leaving the comment section blank. Service Canada can process the ROE automatically if there's no comment on the ROE.
Once I issue an ROE, will my employee automatically be enrolled into EI?
No, the employee will need to contact Services Canada directly to apply for EI. To apply for EI, they can visit the Government of Canada's website here.
Where can I find the status of my ROEs?
To see the status of your employees ROEs, please click the link here. Once they are complete, you will see a paper icon in the Form column, noting that our ROE team has completed this request and the ROE is available to employees. The Pending "Status" is for our Payroll team's reference for billing purposes, so you do not need to pay attention to this column.
How can my employees access their ROEs?
Employees will be able to view their ROEs in their employee profile. ROEs cannot be accessed on the mobile app or a mobile web browser. ROEs will only be accessible through a desktop/laptop computer. For detailed instructions on how an employee can view their ROEs, please click here.
Can I mass issue ROEs?
Yes - for detailed instructions, please click here.

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