This template is a standardized mechanism for collecting feedback within the organization — whether complaints (behavioral issues, policy violations, safety concerns) or suggestions (process improvements, environment enhancements). Without a unified system, the organization loses improvement opportunities and is exposed to unstructured escalation. The template facilitates documenting facts, assigning responsibility, tracking response time, and converting feedback into measurable data.

It depends on the nature of the case. A practical approach is to allow both: named reports and anonymous reports. For sensitive issues (e.g. harassment, legal violations), ensure anonymity and restrict access to the complaint file. However, anonymous reports may limit investigations because you cannot follow up for more data; so always request adequate detail (dates, names, evidence) and reassure the reporter of confidentiality.

An effective template should clearly cover:

• Reporter information (name or anonymous) and contact details if available
• Type of case: suggestion / complaint / security / misconduct
• Detailed description of incident or idea, with date and location
• Potential witnesses or supporting evidence (documents, photos)
• Desired confidentiality level and priority level
• Acknowledgment or signature of the reporter
• Space for administrative notes, assignment of action, and follow-up tracking

These fields ensure that each case starts with sufficient information and can enter a standardized resolution workflow.

Upon receipt, every report should pass through two phases: initial screening and referral to appropriate department (HR, legal, security, health & safety). Filtering criteria should include urgency, necessity for immediate action, whether to suspend operations, involvement of external agencies, and recommended confidentiality level. This process protects both the reporter and the organization from hasty or inappropriate actions.

• Suggestion: Focuses on improvement (productivity, safety, perks). Generally handled via innovation or process-improvement committees, with follow-up tasks for implementation.
• Complaint: Requires investigation and often corrective or disciplinary action.

Set response timelines: e.g. suggestions acknowledged within a week with feedback within 30 days; complaints acknowledged within 48 hours and preliminary findings within 7–14 days depending on severity.

Yes. A formal policy should outline: who receives reports, confidentiality levels, response timeframes, reporter rights, non-retaliation provisions, and appeal procedures. In Saudi Arabia, it’s also important to include guidance on reporting violations related to safety or legal noncompliance in line with local regulations.

Implement explicit procedures: prohibition of retaliation, definition of what constitutes retaliation, process to report retaliation complaints, and penalties. Reassure reporters of anonymity when requested and monitor their status post-report (e.g. performance reviews or job changes after reporting).

The legal team helps assess legal risk, draft communications, involve external authorities if needed, and design corrective measures that shield the organization from later claims. They also guide compliance with external reporting when required by regulatory agencies.

Use an HR or case-management system with restricted access, data encryption, and detailed audit trails. Store supporting documents in secured locations and maintain retention schedules consistent with legal and organizational policies (e.g. 3–7 years depending on case type). Adhere to local data protection laws and internal privacy policies.

Key performance indicators include:

• Average first-response time
• Time to resolution / closure
• Reopened case ratio
• Reporter satisfaction (via feedback form)
• Number of suggestions implemented / impact achieved

Use these metrics to refine policies and plug gaps.