Frequently Asked Questions

Learn how to work with us…

…and get the best out of your VA team. Did we miss anything? Let’s chat.

Where are you located in the Philippines?

Our office is in the city of Cebu. We’re in the heart of Cebu’s IT park business district alongside large companies like Telstra, QBE and Google.

Why Cebu City?

There are lots of reasons our office is located in Cebu. One of the top reasons is the people. Cebuanos are famous for being friendly, talented, intelligent, skillful, and happy. These qualities attracted us to build and grow our business in Cebu. We’re in good company – Cebu has become a favourite investment spot for businesses over the highly congested hubs of Metro Manila thanks to its modern technology, educated workforce and living costs.

How do you choose your staff?

Our number one priority is to look for people who are a good cultural fit with VA Platinum. We want people who will look forward to coming to work each morning and grow their careers alongside a team that feels like family. How do we do it? We have refined two very specific methods: our Gold Standard for Recruitment and our 6 Steps Recruitment Process.

Will my staff speak English fluently?

Absolutely. In fact, they speak better than many Aussies 🙂 English language proficiency is a top requirement for the VAs that we hire. So, you can be confident they will communicate brilliantly whether in emails, blogs, or the phone to your customers. Get to know some of our staff.

Is there a term for your contracts?

No, we do not believe in locking you into a contract. Think of working with VA Platinum as an ongoing, evolving partnership. Our mission is to become an integral component of your growth plans. We simply have a notice period to terminate our services – just as you would for any staff hires.

Our notice periods depend on your staff numbers:

  • 1-2 staff: One-week notice
  • 3-4 staff: Three-week notice
  • 5+ staff: Six-week notice

What tasks can virtual assistants do?

Virtual assistants can do a range of tasks, depending on what you have hired them for. If you want to effectively use virtual assistants to grow your business, the best approach is to hire for the role – not the task. For example, you can have an Executive Assistant who takes care of day-to-day admin, calendar tasks and bookings, or a digital marketing VA who takes care of your SEO, content, and video editing. We have staff who work for businesses in financial planning, mortgage broking, technology and systems, real estate, accounting & bookkeeping, digital and content marketing, and more.

Who manages my staff?

We manage your staff together. The staff are hired for your business, so they are effectively your staff. Our role at VA Platinum is to create the office environment and culture in the Philippines for your staff to thrive. We manage the day-to-day HR, such as paying salaries, sick leave, and annual leave. We also provide a range of staff benefits including gym membership, breakfasts and health insurance. You manage the work your staff do. That means you choose how you want to communicate with your offshore staff, whether on Zoom, Skype, email, phone or on-site visits.

Do you train my staff?

It depends. Role-specific training is best performed by you – after all, you’re the expert in your business! To help, we offer a range of services to support staff training and development. We deliver onboarding training for staff and provide a comprehensive knowledge base with 200 systems, templates and glossary of terms. Your team members will also be added to specific knowledge groups for their specific role and can be seated in an area with other staff using the same software and performing similar tasks. This gives them access to other experienced staff and promotes knowledge-sharing. We can also organise for your team member to shadow other experienced staff for as many hours as you like. We also provide optional coaching for you and your staff – book a chat with Brian Jones for details.

Will my staff work for multiple clients?

Your staff are hired to be fully dedicated to your business. The only exception is when two businesses have agreed to share a resource and have approached us with this prior arrangement.

Is there a minimum number of staff that I can hire?

We set NO minimum number of staff you can hire.

How do I communicate with my staff?

Communicating with your staff in Cebu is as easy as if they were in Australia. We assign an Australian phone number for you to ring, as well as emails, and video conferencing tools like Teams, Google Hangouts, Skype and Zoom.

Can I set my staff up with a local Australian phone number?

Yes, absolutely! All our staff are set up with a local Australian phone number for the main office they work for, e.g. 03 for VIC, 02 for NSW, followed by the actual number This is included in the service price.

Does my VA work from home?

Over 95% of our VAs work from our office. The only exception is during very rare circumstances, such as COVID-19, where most staff are working either from their homes or from our back-up location . We prefer staff to work from our office. It ensures they become part of our VA family and thrive within our culture. With staff working in the office, we are able to closely monitor their welfare, guide and support them with the work they do for you. and cater to their immediate needs as they crop up.

Who do I go to if I have any concerns with my staff?

Your staff have an assigned Team Leader in the Philippines office. The Team Leader is your number one point of contact to communicate any issues or concerns with your staff. To better understand how our Team Leader can help you with staff management, watch this video.

What happens if my staff decides to resign?

If an employee resigns, we will work closely with you to select a new staff member and support you during the transition. We make the transition easy by training staff to document processes and systems throughout their time with us. These videos and documents are extremely helpful if they resign, because their replacement can be brought up to speed rapidly and your business is not interrupted.

What benefits do staff get?

We are proud to offer the best benefits available to our staff in the Philippines. Our perks range from generous health insurance and annual leave through to a full cooked breakfast every morning.

What happens when my team member is sick?

Just as with staff in Australia, your VA staff are entitled to sick leave. We help you manage your staff’s sick leave allocation. We also provide employee health insurance to help keep your staff healthy and productive.

What are the initial costs involved when hiring a VA?

Our goal is to make our fees 100% transparent and simple to understand. To start, we only require a commitment fee when you sign your offshore service agreement. This is to ensure your commitment to us and our commitment to you to go through the recruitment process, which includes advertising, interviewing and allocating staff. This fee is NOT an additional cost to you – it will be reimbursed when your employee starts.

How much does a VA cost?

Just like when you hire staff in Australia, the cost of a VA depends on the level of their skills and role. However, we can tell you how we calculate the cost for our clients. Here at VA Platinum, we use a pricing model based on a flat fee plus exchange rate variance. This means we set a benchmark fee that covers the staff base wage, staff additional benefits, and operational/overhead costs, while the exchange rate variance allows us to retain the same level of profit regardless of the increase or decrease of the exchange rate.

For example, a staff with a base wage of Php 27,000 has a flat fee of AUD$2,285.00 plus GST. This is based on our benchmark exchange rate of AUD$1.00 to PHP38.00.

When are monthly invoices sent and when are they due?

Invoices are sent by the 20th of each month and are due by the 25th. The first invoice is usually sent a week from the onboarding call.

Do I get reminders?

Yes. Automatic reminders are sent on the 2nd and 5th day after the due date. Finance will send an email or reach you by phone as the 3rd reminder.

Can I change my due date?

No. We batch process all invoices automatically so that it is the most efficient use of our time and the lowest cost for clients The more efficient we are, the lower the cost to you.

Do you charge for late payments?

We do not charge for late payments. However, if the invoice is unpaid after the third reminder, our VAP management team will call and email you on the 1st day of the next month to let you know that staff will cease working and will be available for hire by new or existing clients. Therefore, you will need to restart with a new untrained team, unless we hear back within 24 hours. This is the most effective penalty we can think of to ensure you treat your valued team as though they are employees in your own office. We encourage you to speak to us about your circumstances so we can work together on a solution.

Why is our billing cycle fixed for all clients?

The main reason is business efficiency. We batch both the creation of invoices and then the checking of invoice payments shortly after. We teach our team that some business processes must remain flexible, whilst others need to be fixed to avoid confusion and uncertainty, as well as keep all operations staff focused on serving our client-facing staff and clients. Billing is an item that can be controlled and made hyper-efficient if we keep all clients on the same billing cycle. This way the finance team can divert their energy to servicing the staff at all other times.

In the past, we did allow a few clients to move their due date as a trial, and those clients promised to pay by their new due date (which was the 7th of the next month), but for various reasons such as forgetting, bookkeepers, accountants, etc., meant that those invoices were further delayed.  This caused cash flow issues and more importantly, time and energy by the finance team which adds to the overall cost of the business and a distraction away from serving the staff.

When we allowed the trial to occur with a few clients, more clients found out and then started asking why they can’t have their billing dates delayed which goes against our item #1 and #2 above.

A good portion of our own invoices are due shortly after the fixed due date of 25th such as office supplies like coffee and water, cooked breakfasts via our 4  staff, office rent, etc. We are happy to accommodate one-off late payments for clients that have cash flow issues in a given month for a few months as needed.

Why do invoices need to be paid on time?

The invoices are not fully one month in advance because 35% of the expenses need to be paid by us one month in advance such as rent, computers, private health insurance, food, etc.

No matter what assurances clients have given us in the past, those that decided to leave, just don’t tell us and expect us to pay for their staff and costs until we finally just tell the staff to stop working because their bosses have not paid and not responded.

To ensure the exchange rate doesn’t fluctuate too far from when we invoice clients, we need clients to pay on time. This could work for or against us, but we prefer the risk is removed by clients paying on time.

What are the risks to data security?

The reason why many Australian businesses use our service is because our data security measures are far more robust than any Australian business would implement. Check out our comparison table.

Do you have a privacy policy?

Client data protection is a priority for us. We have developed a privacy policy built around that commitment. Read the full policy here.

How do you manage breach of data?

We have a strict policy that staff and management follow in the event that we experience a data breach or suspect that a data breach has occurred. Read the full policy here.

How do you ensure the security of client data?

We have dedicated and proven security measures to safeguard client data. This includes the use of a password protection tool, staff monitoring software, office security, privacy and data breach policies, and more.

See how our office security works.

In the exceptional circumstances that staff must work from home or in our back-up office

Learn about our enhanced security procedures.

About VAP

Cebu City, Philippines

Cebu City is the capital of the island of Cebu, the richest province in the Philippines.

Our office is in the heart of Cebu I.T. Park, a major business district, alongside large companies like Telstra, QBE, Google, and JP Morgan.

Why Cebu City? 

Cebu City offers the best of many worlds. Not only is it a major global hub for business, education, tourism, and culture, it’s a role-model outsourcing hub in the country. It’s the perfect blend of modern infrastructure and lower living costs. All these combined with an educated, multilingual workforce make the city a major player in the outsourcing industry.

As the oldest city in the Philippines, Cebu is home to some of the country’s best and most established universities. Many from neighbouring islands choose Cebu to build and develop their education and career. In combination with Cebuanos, the city’s population offers a diverse talent pool that is every businessman/woman looking to have a growing and sustainable business’ dream.

Watch this video of VA Platinum CEO and founder Brian Jones.

VA Platinum believes in working together to create an impact.

That’s why we’ve partnered with B1G1.

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

We take care of your Virtual Assistants

We take care of your VAs so they will take care of you. Even before the pandemic, we make sure to cultivate an environment that promotes health, fosters fun, and encourages learning and dialogue.

Some of the perks we offer to VAs are:

• Private Health Cover (HMO) with Dental
• Day-shift
• Paid Christmas break
• Paid annual leave
• No expiry for accrued vacation leaves
• Accrued vacation leaves are convertible to cash (subject to eligibility)
• 50% gym subsidy
• Great clients

Please visit our <Recruitment Page> to see more about VA perks.

We don't move VA's around

Your VAs are not shared by other clients so they can totally focus on your business.

Bespoke recruitment process

We go above and beyond the typical recruitment process so we can give you the right source of candidates.

Recruiting & Setting Up Staff

What tasks can virtual assistants do?

Virtual assistants can do a range of tasks. You may visit the links below for more on what VAs can do for you within the main industries we serve.

If you don’t see your industry on the list, our bespoke recruitment services can help you connect to the right VA for your business. For assistance, send your queries to service@vaplatinum.com.au.

Financial Planning
Mortgage Broking 
Bookkeeping & Accounting
Digital Marketing & E-Commerce
Sales & Telemarketing
IT & Startups

Pro Tip:

Hire for the role – not the task. For example, you can have an Executive Assistant who takes care of the day-to-day admin, calendar tasks, and bookings; or a digital marketing VA who takes care of your SEO, content, and video editing.

How do you choose your staff?

We follow a Gold Standard for recruitment that ensures we hire people with the same purpose, who have integrity, and who believe in the value of a productive work environment and customer service.

We look for team players who are kind and optimistic, who express their opinions succinctly for the good of the organisation without sacrificing empathy, and who demonstrate an explicit learning curve, or, at the very least, possess self-awareness and curiosity that pushes them to learn.

Our recruitment prioritises hiring prospective staff via staff referrals. This way, the candidates have already been screened by their peers and are far likely to fit into VAP culture. A willingness to work with us long-term is also important.

Watch the video for more on our recruitment process: 

How long does the recruitment process take?

General Mortgage Broking/Financial Planning – 3 weeks to source and endorse

Specialised – 1 to 2 months to source and endorse

Will my staff speak English fluently?

Yes. English is one of the lingua francas used in the Philippines along with Tagalog/Filipino, the country’s national language. People in Cebu are multi-lingual, particularly the educated population, speaking at least 3 languages (Cebuano, Filipino, and English).

The English subject is in school curriculums from Elementary to University.

English proficiency is one of the first things we assess in our 6-step recruitment process.

Will my staff work for multiple clients?

Your staff is hired to be fully dedicated to your business. The only exception is when two businesses have agreed to share a resource and have approached us with this prior arrangement.

Is there a minimum number of staff that I can hire?

We set NO minimum number of staff you can hire.

Does my VA work from home?

Over 95% of our VAs work from our office. The only exception is during very rare circumstances, such as COVID-19, where most staff are working either from their homes or from our backup office location.

Who manages my staff?

We manage your staff together.

The staff are hired specifically for your business and are effectively your staff. You manage the work your staff does for you. 

Our role at VA Platinum is to create a work environment and culture where your staff can thrive. We manage the day-to-day HR, such as paying salaries, sick leave, and annual leave. Our relationship managers do coaching calls with you and your staff to ensure everyone’s needs are met and challenges have a clear action plan. 

Do you train my staff?

Role-specific training is best performed by you as you are the expert in your business. To help, we offer a range of services to support training and development. We deliver onboarding training and provide a comprehensive knowledge base with 700+ systems, templates, and a glossary of terms.

Your team members will be added to knowledge groups for their specific role and can be seated in an area with other staff using the same software and performing similar tasks. This gives them access to other experienced staff and promotes knowledge-sharing.

We can also organise for your team member to shadow other experienced staff for as many hours as you like. Video calls and video sharing come in handy for this purpose for staff working from home during the pandemic.

We also provide optional coaching for you and your staff.

What happens if my staff decides to resign?

If an employee resigns, we will work closely with you to select a new staff member and support you during the transition.

We make the transition easy before any resignation happens by training staff to document processes and systems throughout their time in VAP. These videos and documents function to help new staff be brought up to speed with little interruption to your business in the event of a resignation.

How do I communicate with my staff?

We assign your staff an Australian phone number for you to ring, as well as emails, and video conferencing tools like Teams, Google Hangouts, Skype, and Zoom to facilitate smooth communication.

Who do I go to if I have any concerns with my staff?

Your staff has an assigned Team Leader (also called Success Manager or SM). The Team Leader is your number one point of contact regarding any issues or concerns. Watch the video below for a better understanding of how our Team Leaders can help you with staff management. 

What happens when my team member is sick?

Like your staff in Australia, your VA/s are entitled to sick leaves. We help you manage their sick leave allocation and provide health insurance to help keep them healthy and productive.

We require all staff to notify us when they are sick and can’t make it to work. The Team Leader/Success Manager assigned to your staff will notify you immediately.

What is the standard VA working hours and holidays?

The standard working shift is 6 AM to 3 PM Philippine time. Your VA does not work during Australian non-working holidays and work during regular PH holidays.

Please refer to FAQs under STAFF ENTITLEMENTS > Overtime for details on overtime pay and working during AU holidays.

You can also let your staff start earlier than the standard 6 – 3 shift. Please refer to FAQs under PRICING & PAYMENTS > VA Cost for more on this topic.

What is the standard computer setup?

We equip VAs with two monitors and a CPU setup. We may provide some VAs with a laptop, depending on your request.

Can I set my staff up with a local Australian phone number?

Yes. All our staff is set up with a local Australian phone number for the main office they work for, e.g. 03 for VIC, 02 for NSW, followed by the actual number. This is included in the service price.

Staff Entitlements

Statutory Leave

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Sick Leave

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

How much do I pay for staff to go on overtime?

All full-time staff are only required to complete 8hrs of work each day (inclusive of 7.5 productive hours + 30 mins paid break) following the PH labor requirement. Any excess hours are subject to an overtime pay which needs client’s approval.

If approved for the overtime pay, staff gets paid their regular hourly rate plus 25% premium on regular workdays, otherwise, premium is at 30% if overtime is rendered during PH legal holidays or during staff’s scheduled rest day.

Sample computation for staff at regular salary of PH₱25,000/month or AUD$657.89 at exchange rate of PH₱38 per AUD$1.

Daily Rate = (Base Salary x 12 months) / 261 work days in a year
$30.25 = ($657.89 x 12) / 261

Regular work days for 2 hours overtime:

Overtime Pay = [(Daily Rate / 8hrs) x Overtime Hours] + 25% Premium
$8.81 = [($30.25 / 8) x 2] + 25%

Legal PH holidays/rest day overtime for 2 hours:

Overtime Pay = [(Daily Rate / 7.5hrs) x Overtime Hours] + 30% Premium
$9.83 = [($30.25 / 8) x 2] + 30%

How much do I pay if I asked my staff to work during holidays?

There is no additional cost for staff to work during regular PH holidays as we’ve incorporated that in your monthly cost. However, if you require your staff to work during AU holidays, staff will be paid a 100% premium of their daily rate.

Daily Rate = (Base Salary x 12 months) / 261 work days in a year
$30.25 = ($657.89 x 12) / 261

Using this sample computation, you will be paying an additional $30.25 which will be reflected as a separate line item on the invoice.

Please take note that the above computation is based on the regular staff salary of PH₱25,000/month or AUD$657.89 at an exchange rate of PH₱38 per AUD$1.

Can I give gifts or bonuses to my staff?

Absolutely. We don’t mark up on gifts or any bonuses to staff. These will be charged at cost based on the exchange rate upon invoice generation date and will reflect as a separate line item on the invoice. 

VAP can arrange to purchase the gift/s on your behalf or we may credit a cash bonus to be credited to staff’s payroll directly.

Any additional charges will be added to your next invoice accordingly.

What benefits do staff get?

Standard benefits include: 

• Dayshift with weekends off
• Health insurance on day 1 + 3 dependents
• 2-week paid Christmas break 
• Paid annual leaves (no expiry for accrued VLs, subject to eligibility)
• Full-time with government benefits

Visit our VA careers page for more on staff perks. 

Pricing & Payments

How much does a VA cost?

The cost of a VA depends on:

  • Whether they are a General VA or a Specialised VA
  • Work arrangement (full time or part time)
  • Level of skill and role

General VA rate is based on the standard salary package.

Specialised VAs (i.e., bookkeeper, paraplanner, stack developer, etc.) are priced differently and the final cost is determined based on the required skills for the role (includes the expected salary and work experience).

Full time staff will render 7.5 work hours per week day. The monthly fixed fee is based on ₱33-₱39.99 exchange rate. If the exchange rate increases to ₱40 above, the cost would decrease by $150; if it decreases to ₱32.99 below, the cost would increase by $150.

Part Time rate will be computed based on staff work hours.

COST (in AUD) + GST:

$2,500/mth (full-time VA for mortgage broking)
$2,400/mth (full-time VA for all other industries)
$15-$16/hr (part-time VA)

Pricing Model

Based on a flat fee plus exchange rate variance. This means we set a benchmark fee that covers the staff base wage, staff additional benefits, and operational/overhead costs, while the exchange rate variance allows us to retain the same level of profit regardless of the increase or decrease of the exchange rate.

For example, a staff with a base wage of Php 27,000 has a flat fee of AUD$2,285.00 plus GST. This is based on our benchmark exchange rate of AUD$1.00 to PHP38.00.

What are the initial costs involved when hiring a VA? Do you have a commitment fee?

We only require a commitment bond of AUD$500 plus GST / USD$400 charged upon you when you sign your offshore service agreement. This represents your commitment to us and our commitment to you to go through the recruitment process, which includes advertising, interviewing, and allocating staff. This fee is NOT an additional cost. It will be reimbursed to you when your employee starts.

Are there additional costs if I let my VA start earlier than the standard 6 AM PH time?

Yes. Following the PH labor law’s Conditions of Employment, every employee shall be paid a night shift differential of not less than ten percent (10%) of his regular wage for each hour of work performed between ten o’clock in the evening and six o’clock in the morning (Book III, Chapter I, Art. 86).

This means an additional cost of the VA’s regular hourly rate plus 10% of VA’s hourly rate for the night differential (ND) premium.

Please see the sample calculation below which is based on regular staff salary of PH₱25,000/month or AUD$657.89 at exchange rate of PH₱34 per AUD$1.

For this illustration, we are using 5am as the VA’s start of shift which means 1 hour of night differential (ND) hours (5am to 6am).

Daily Rate = (Base Salary x 12 months) / 261 work days in a year
$30.25 = ($657.89 x 12) / 261

Night Differential Pay = [(Daily Rate / 8hrs) x ND Hours] + 10% Premium
$4.16 per hour = [($30.25 / 8) x 1] + 10%

NOTE:
There is no specific cost around DST unless the staff’s start of shift is set between 10 pm – 5:59 am where night differential applies.

What is your invoice cycle time?

Our invoice cycle falls due towards the end of the month to pay for the following month’s service cost in advance. We set our invoice cycles like this because we need to pay for staff wages, office rent, overheads, etc. in advance by the start of the following month.

Note:

The invoices are not fully one month in advance because 35% of the expenses need to be paid by us one month in advance such as rent, computers, private health insurance, food, etc.

We require our clients to pay on time for the following reasons:

  • To ensure VAs are still duly compensated in case a client decides to abruptly end their partnership with us.
  • To ensure the exchange rate doesn’t fluctuate too far from when we invoice clients. This could work for or against us, but we prefer the risk is removed by clients paying on time.

When are monthly invoices sent and when are they due?

Invoices are sent by the 20th of each month and are due by the 25th. The first invoice is usually sent a week from the onboarding call.

Do I get invoice reminders?

Yes, you will receive automated reminders from Xero as well as from VAP on the following days.

  • 1st overdue day – Automated reminder from Xero
  • 2nd overdue day – Automated reminder from Xero
  • 3rd overdue day – A phone call/email from finance. The relationship manager/agent will also be notified on the same day.
  • 1st working day of the following month – If the invoice remains to be unpaid, the relationship manager/agent will call the client to advise that their staff member/s will be on forced leave starting the next business day until the payment is received. HR will also be notified to prepare the needed documentation.
  • 2nd-3rd working day of the following month – Relationship manager/agent will call the client to advise that their staff will no longer work for them. HR and recruitment will also be notified to proceed with the next steps.

Why is your billing cycle fixed for all clients?

The main reason is business efficiency. We batch both the creation of invoices and then the checking of invoice payments shortly after. We teach our team that some business processes must remain flexible, whilst others need to be fixed to avoid confusion and uncertainty, as well as keep all operations staff focused on serving our client-facing staff and clients. Billing is an item that can be controlled and made hyper-efficient if we keep all clients on the same billing cycle. This way the finance team can divert their energy to servicing the staff at all other times.

In the past, we did allow a few clients to move their due date as a trial, and those clients promised to pay by their new due date (which was the 7th of the next month), but for various reasons such as forgetting, bookkeepers, accountants, etc., meant that those invoices were further delayed.  This caused cash flow issues and more importantly, time and energy by the finance team which adds to the overall cost of the business and a distraction away from serving the staff.

When we allowed the trial to occur with a few clients, more clients found out and then started asking why they can’t have their billing dates delayed which goes against our item #1 and #2 above.

A good portion of our own invoices are due shortly after the fixed due date of 25th such as office supplies like coffee and water, cooked breakfasts via our 4  staff, office rent, etc. We are happy to accommodate one-off late payments for clients that have cash flow issues in a given month for a few months as needed.

Can I change my invoice due date?

No. We batch process all invoices automatically so that it is the most efficient use of our time and the lowest cost for clients The more efficient we are, the lower the cost to you.

If you aren’t able to budget for the invoices to be paid by the 25th and if you’re cashflow only allows for the payment to be made by the 28th, then you’ll need to be aware that our system will auto-generate a reminder on the 27th.

Do you charge for late payments?

We do not charge for late payments. If an invoice remains unpaid, someone from our management team will call and email you on the 1st day of the next month to inform you that your staff will cease working and will be available for hire by new or existing clients.

This means you will need to start again with a new and untrained VA/team unless we hear back from you within 24 hours. This is to ensure that your VA/s are treated as though they are valued team members in your physical office whom you wouldn’t think to not pay on time.

We encourage you to speak to us about your circumstances so we can work on a solution together.

Can I pay by credit card?

Yes. Simply click on the Xero invoice link and choose online payment. There is a charge of 1.79% for credit card payments.

Can I set up a direct debit payment?

Currently, we’re not able to do a regular direct debit due to Westpac’s strict guidelines for offshore businesses.

We’re continually looking for other options and we may be rolling out a different invoicing structure to allow for this feature, but it may not happen sooner as we need to test it out too. We’ll update you as soon as we have this feature available.

As a work-around for now, you may opt to set-up fixed auto-payments on your end. You may set-up a monthly payment of <$2,711.50; input total amount based on most recent exchange rate> (inclusive of GST) which is based on staff’s cost at the current exchange rate of <₱32> per AUD$1.

You will then receive a separate reminder from us via email for any additional cost on the invoice (i.e. gifts/bonuses, variance increase if the Philippine peso goes down, etc.) and any overpayment will be adjusted on the next invoice accordingly.

Is there a term for your contracts?

No, we do not believe in locking you into a contract. Think of working with VA Platinum as an ongoing, evolving partnership. Our mission is to become an integral component of your growth plans.

We simply have a notice period to terminate our services – just as you would for any staff hires. Our notice periods depend on your staff numbers:

• 1-2 staff: One-week notice
• 3-4 staff: Three-week notice
• 5+ staff: Six-week notice

Client Data

Do you have a privacy policy?

Yes. Client data protection is a priority for us and we have developed a privacy policy built around that commitment. Read the full policy here.

What are the risks to data security?

While data security threats are something every company should be on the lookout for, the reason why many Australian businesses use our services is that our data security measures are far more robust than any Australian business would implement. Check out the table below.

Security Measures Comparison


* For a typical Australian business

How do you ensure the security of client data?

We have dedicated and proven security measures to safeguard client data. This includes the use of a password protection tool, staff monitoring software, office security, privacy and data breach policies, and more.

See how our office security works in this video:

In the exceptional circumstance that staff must work from home or in our backup office, learn about our enhanced security procedures.

How do you manage breach of data?

We have a strict policy that staff and management follow in the event of an actual or suspected data breach. Read the full policy here.

  • "Offshoring had sounded like a good idea for some time, but where to start? I'd put off any real consideration for years before I became a client of VA Platinum. At the time, I felt I was taking a leap of faith in Brian, through previous business dealings he'd earned some trust, so I was willing to 'give it a go'. Since that day I have never looked back...."

    Ryan Gillespie
    Ryan Gillespie Senior Adviser & Director at Rocket Financial
  • "I've been working with Brian and VA Platinum as a client of his Philippines offshore staff... the virtual assistant he has provided me has been a wonderful addition to my team and I am consistently blown away by their professionalism and work ethic."

    Lincoln Haugh
    Lincoln Haugh Founder & CEO at H2T Financial Services
  • "...You quickly get a sense of a positive environment and a hard-working team at VA Platinum. Brian has built great rapport with the staff. I have been very happy with the output to date."

    Harley West
    Harley West CEO at Spotter Financial (owned by Rate Detective)
  • "As the cliche goes, 'there's always a rainbow after the rain.' VAP is that colorful arc in the sky for me. Working here for 2 years with amazing people and a management that cares has been splendid! The secret as to why most of us chose and stayed with VAP is because we can sleep soundly at night. Especially weekends."

    Niña Marielle Castellano
  • "VA Platinum is a company that not only provides assistance to clients who need it but also puts their employees' welfare beore anything else. I am grateful to be part of a company employeses' mental health, especially during the pandemic"

    Chiara Lei Quilapio

Let’s Chat

    >