Frequently Asked Questions


Section : Payment

1. When can I expect payment?

Our billing periods are monthly and close at midnight on the 3rd of every month. Payment is scheduled to be issued 45 days after the closing date.

2. I was not paid by direct deposit. Why?

As payment is issued 45 days following the closing date (which is the 3rd of every month), funds are transferred on the 15th of every month. If the 15th falls on a Saturday, payment will be issued on the Friday; if it falls on a Sunday, payment will be issued on the Monday.

In the event your direct deposit request has exceptionally not been processed, a cheque will be issued to you. You may write to us at to check whether or not your bank information has indeed been received.

3. I was not paid by cheque. Why?

If a void cheque was sent to us, payment will be made by direct deposit. However, sometimes people forget that they have already provided us with their bank information, so feel free to check your account to see if a deposit has been made.

Perhaps we were not notified of a change of address? Feel free to let us know of any change at

As cheques are mailed on the 15th of the month, delivery delays beyond our control may apply.

4. My payment seems incomplete. How can this be validated?

Consult the email of the bank payment statement sent to you on the day of the direct deposit. If there is a discrepancy, verify the amount invoiced during the month in which you were issued payments. You can access your “Registering counselling sessions” via extranet. Feel free to contact us at if discrepancies remain.

5. I have not received my direct deposit statement by email. Why?

An email is sent the same day as the direct deposit is made.

If the day of the direct deposit has passed and you have still not received anything, please check your junk mail folder. If your junk mail folder has no direct deposit statement, write to us at so that we can look into the matter further.

6. My payment description needs to be changed or is incorrect. How should I proceed?

Simply write to us at to let us know what needs to be changed, as well as the date the change comes into effect.

7. My bank information has changed. How should I notify you?

Write to us immediately at and attach a copy of a void cheque so that we can make the necessary changes.

Please note that if payment is deposited in a closed account without our having been notified, you will be responsible for any related charges.

8. What are the advantages of registering for direct deposit?

There are many advantages: virtually error-free, timely deposits (not subject to mailing delays, like cheques), direct deposit statements emailed the same day of deposits, etc.

Section : Billing

9. What is a “billing period”?

The “billing period” refers to all billing done within a given one-month period. Billing periods are closed on a monthly basis, specifically on the 3rd of every month.

10. How can I know if my transactions have been processed?

You can access your “Registering counselling sessions” via Groupe Renaud’s secure extranet to find out the status of your invoices for the past 12 months. If you have forgotten your user ID or do not have the link to access the page, feel free to contact us at We’ll be happy to help you.

11. My hourly rate is listed as “$0” in one or more of my extranet files. Why?

An hourly rate of “$0” is sometimes posted when invoicing by extranet, but this will quickly be corrected within a few working days after you have made your entries via extranet. Numerous validations are also carried out during the closing of the billing period, thereby ensuring that all of the rates registered are the correct ones.

12. My posted rate seems incorrect in the extranet. What should I do?

Verify the amount listed in the referral confirmation email. If the amount is incorrect, contact us at so that we can look into the matter further.

13. Tax is applicable to my fees. How should I inform you of this?

Write to us at to provide us with your tax numbers, as well as the date the change comes into effect.

14. I have to bill for a session that was held over two months ago. What should I do?

A hard copy (paper) invoicing form must be used for late invoicing (i.e. for sessions held over two months ago), because sessions held over two months ago cannot be validated by extranet. To obtain a copy of the form, write to us at

Please note that a client company is entitled to refuse payment of any invoice submitted late. As a result, we may not be able to honour your invoice.

15. I do not see a case file in my Registering counselling sessions. Why?

  • The case file may not be within the active referral period (e.g. referral period from January 1 to December 31, 2015; in 2016, those cases can no longer be invoiced).
  • The case file may have already been closed during a previous invoice; this needs to be confirmed. You can ask us to reopen it, as needed, by writing to us at

16. When it comes to clients’ missed appointments, how can I bill for the correct amount of time?

When you indicate that a client has missed their appointment, the extranet will automatically temporarily show 30 minutes. Please note that we will take care of changing this information internally prior to the end of the billing period. No other action is required on your part.

17. What is the Comments box for under Step 5 of my extranet billing?

This box is NOT for client progress notes, but to indicate any important items related to the billing information being entered.

18. Why should I submit my billing online via the extranet?

Because online billing is efficient and fast without being burdensome. You also have access to a “Registering counselling sessions” that includes a record of everything you have billed for over the past 12 months.

19. I made a mistake when entering my fees; how can I correct my mistake?

Simply write to us at to let us know and we will quickly make the necessary corrections.

20. What is the billing deadline?

Sessions are billable if they are registered no more than two months from the date they were held. For example, a session in January must be registered before April 3 of the same year.

We strongly recommend that you invoice us regularly to ensure you are paid in a timely manner.

Section : Reference

21. I received an email entitled, “Closure billing period.” What is this?

This email outlines your active referrals, as well as those that are inactive but still billable. A graphic also show what has been billed in the month just ended and the number of hours remaining.

22. How can I find out how many hours remain for a specific case file?

Consult your “Registering counselling sessions” via extranet to see the most recent session you have billed for, for a given file. Click the magnifying glass to see how many hours have been used up to that point.

23. What is a “referral period”?

A “referral period” is a range of dates in which an individual is eligible for and entitled to a certain number of allocated hours. It depends on the client company.

24. How are client files (individuals) renewed?

At the end of the referral period, the client (individual) must phone us to renew their Employee Assistance file and validate their eligibility according to criteria defined by the client company for which they work.

25. How can I receive a referral confirmation email and why?

We strongly recommend that you request referral email confirmations. This way, you will be able to view your client’s contact information, the number of hours available, the referral period and the cancellation policy all in one place.

26. How quickly must a client’s call be returned to set up an initial appointment?

  • You must call back a client who requests our services within 24 to 48 working hours of their call to OUR offices.
  • This is why we ask that you call us back as soon as possible; this way, we’ll know whether you agree to take on the client or whether we should refer the client to one of your colleagues.
  • When you agree to take on a client, we ask that you contact your client within a few hours.

27. How can I distinguish between two individuals from the same organization and still maintain confidentiality?

All individuals from a given organization will have a billing code that starts with the same letters so as to avoid any conflict of interest or risk of violating therapist-client privilege.

Please note that in the event the second client is a spouse, the code will end with C, and if it is a child, it will end with E1, E2, etc.

28. Managing the waiting room.

So as to avoid two people from the same organization running into one another, we ask that you take all necessary measures to avoid this from happening in your waiting room. The first letters of the billing code let you know whether two people work for the same organization.

Section : My file

Section : Others

33. What is the phone number reserved for associates and consultants?

To minimize wait time when you call, we encourage you to call 1-855-456-8349, which is strictly reserved for the use of our professionals.

34. Why ask clients to fill out a satisfaction survey?

In order to be able to show employers the relevance of EAPs and the value they have for users, we ask that you have each client complete a satisfaction survey upon the end of their therapy.

Of course, the survey should not be completed in your offices. The client can mail or fax it to us, email us a scanned version or simply fill it out online at

35. How important is it to keep billing codes from clients?

It is essential to maintain confidentiality throughout the EAP process. We ask that you never provide your clients with billing codes under any circumstances. Depending on the position they hold and the size of their organization, they may deduce or interpret information that is not intended for their use or knowledge.