Employees can use One to access the correct channel when they need to report a complaint, misconduct, or whistleblowing concern. Instead of being directed to an internal support ticket, One identifies these requests and redirects employees to the company’s anonymous Trust Channel, helping ensure confidentiality and compliance with whistleblowing processes.
Overview
One can recognise when an employee is trying to submit a complaint, whistleblowing report, or misconduct concern. When this type of request is detected, One redirects the employee to the company’s public Complaints Trust Channel, where they can submit their report anonymously and confidentially.
This feature ensures that sensitive reports are handled through the correct reporting process instead of being incorrectly managed as general workplace support requests.
When and why it should be used
This functionality should be used whenever employees need to report situations such as:
- Workplace misconduct
- Ethical concerns
- Policy violations
- Whistleblowing reports
- Other sensitive complaints requiring confidentiality
Using the Trust Channel ensures that reports reach the appropriate team through the correct intake process while protecting employee privacy.
How to use
- Open One and describe the issue you want to report
- If One identifies that your request relates to a complaint, misconduct, or whistleblowing concern, it will recognise it as a sensitive report
- One will redirect you to your company’s Trust Channel
- Submit your report through the anonymous whistleblowing form
- Your report will be handled through the company’s established complaints process
If One does not redirect you to the Trust Channel, make sure your request clearly describes a complaint, misconduct concern, or whistleblowing situation. The Complaints module must be available and configured for the company for the Trust Channel redirect to appear. If the issue continues, contact your company administrator or Factorial Support
If the Complaints module is not installed, One will not display the Trust Channel option. Employees should contact their company administrator for information about available reporting channels.
Tips and best practices
- Use the Trust Channel for sensitive concerns that require confidentiality
- Avoid submitting misconduct reports through general support or IT ticket channels
- Provide as much relevant information as possible in the complaint form to help the appropriate team review your report
- If you are unsure whether your concern is a complaint or a general request, One can help guide you to the correct channel
FAQ
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Are complaints submitted through One anonymous?
Yes. When One identifies a complaint or whistleblowing request, it redirects employees to the company’s anonymous Trust Channel. Reports are submitted through the company’s confidential reporting form.
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Can I submit a complaint through an internal support ticket?
No. Complaints and whistleblowing reports should be submitted through the Trust Channel to ensure they follow the correct confidentiality and compliance process.
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What happens if my company does not have the Complaints module enabled?
The Trust Channel redirect will not be available. Contact your company administrator to learn which reporting options are available.
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Does One create a ticket for complaints?
No. One prevents complaints and whistleblowing requests from being routed through internal support tickets.