--Apple-Mail-6A5C3DAF-5E3C-4760-918F-06A7008B6AED Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: quoted-printable Hi Anna and Amelia, You brought up several points that I feel should be addressed directly.=20 Regarding our pay rates, I'm not sure how you derived your formula but I can= assure you that our average pay rates are far above $12 / hour. For your mo= thers case in particular, our average pay rate is significantly higher due t= o Ashley's rate. Just to clarify, all of our employees receive holiday pay (= for example Ashley received a full day paid as a result of the Easter holida= y) and vacation pay. Our payroll policy follows the =C2=AB Norm de Travaille= =C2=BB regulations. To provide you with some further insight, our hourly pa= y rate does not include payroll taxes which is 14.9%, vacation pay 4.7%, wor= kman=E2=80=99s comp (CNESST) 4%, liability insurance 1%, and statutory pay. T= herefore when Ashley makes $16.50 / hour the true cost to the company is $19= .75 / hour plus holiday pay. Additional office overhead is incurred thereaft= er.=20 Regarding overtime, we've never charged you the full overtime rate ($36.75/h= our) while we have paid for over 55 hours of overtime since inception we've o= nly billed you for 7.5 hours. In this one case, we charged you $26.00 per ho= ur for Ashley who was incurring overtime. This was simply to cover our costs= because we didn't want to introduce another caregiver. We=E2=80=99ve also u= sed Uber to move caregivers around on several occasions when we=E2=80=99ve h= ad last minute schedule changes. This is our responsibility but I just wante= d to explain that there=E2=80=99s a lot that goes on behind the scene.=20 With respect to our rate, I would encourage you to shop around. Average bill= ing rates are now north of $25.00 / hour and rates will most definitely incr= ease following the raise in minimum wage. Most caregivers are aware of the m= inimum wage increase and will be demanding an equal increase regardless of t= heir proximity to the minimum, which is understandable. This will drive up o= ur costs across all cases.=20 I can acknowledge that we have not have not always provided you with the lev= el of service you expect, but I can say with confidence that your expectatio= ns for care are higher than the majority of our clientele and that=E2=80=99s= perfectly within your right. This however requires a more qualified caregiv= er, whom are in shorter supply, and command higher pay rates. This changes o= ur model and it is not something we can sustain at the current bill rate. Wi= th the new bill rate we can attract better caregivers to work with Ashley. With that said, we must continue with our increase to $28.00 / hour effectiv= e Monday. If we can manage to have the letter confirming CLSC involvement we= can save you the 15% tax.=20 Regards, Timothy Thomas Home Care Assistance 514-907-5065 www.HomeCareAssistanceMontreal.ca =20 >>> On Wed, Apr 4, 2018 at 8:15 PM, Anna Wat