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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Managing complaint requests

As a member of the legal department, work on legal requests for complaints submitted by employees to report non-compliance incidents and conduct legal investigations.

When an employee submits a legal request related to an ethics complaint, it is automatically assigned to a group or user in the legal department. The assignment is done based on the assignment rules configured in the intake form of the associated practice area. If the request is assigned to a legal group, the group lead can triage the request to themselves or to any member in the assignment group.

Complaints submitted as universal requests

If you've enabled submission of ethics complaints using universal requests, it is assigned to a compliance group. The universal routing agent can then create an ethics legal matter from the universal request that can be then assigned to a matter owner to work on. For more information, see Better together solution: Legal Investigations and HR Service Delivery Employee Relations.

Working on complaints

For the legal investigation to be conducted effectively, the legal fulfillers can evaluate the reported incident in detail to:

  • Identify sources for information and evidence
  • Add or modify involved parties
  • Prepare interview questions to collect key details
  • Attach supporting and relevant documentation

Use the Legal Counsel Center to conduct legal investigations into the submitted complaints.

Parent Topic:Legal Investigations