The benefits of a centralised system for whistleblowing and complaints

Organisations and government agencies must carefully consider factors such as accessibility, 24/7 availability, and data security when selecting an external whistleblower platform. Implementing a user-friendly and intuitive centralised reporting system is an important decision. What are the benefits of an external centralised whistleblower reporting system and how it can mitigate risk, save time and reduce costs for your organisation?

Consistency in complaints handling

Centralised external reporting channels improve consistency in handling complaints. By streamlining the complaint process, these channels make it easier for whistleblowers to raise their concerns with confidence that their complaint will be addressed impartially. With the right platform, you can maintain contact with an anonymous discloser. The platforms can be customised to collect specific information and supporting documents, simplifying the experience for individuals. This standardised approach allows organisations and agencies to establish a well-defined process for handling complaints, ensuring consistency and preventing reports from being lost in the system. Dealing with complaints in silos has a negative impact on the ability to resolve complaints.

Data analytics capability

Another advantage of a centralised reporting system is its ability to analyse information and generate reports. All reports are stored in the centralised system. This functionality is essential for effective reporting and for identifying patterns or trends.

Optimising the value of your centralised system

While the centralised external system performs much of the heavy lifting, maximising its value ultimately depends on the expertise of the individuals handling the system and reports.

Ensuring that the right people handle whistleblower disclosures is crucial for successful outcomes. With a centralised system, complaints officers will be dealing with various types of complaints, ranging from trivial or vexatious issues to governance or leadership concerns, and even serious allegations. Appointing highly qualified personnel, such as a Whistleblower Protection Officer, is essential as they possess the expertise to appropriately address the different types of complaints.

The reporting system needs to be capable of handling various types of complaints. The system should allow the disclosure of complaints through multiple channels such as telephone, online and email. Different stakeholders may have responsibilities for different types of complaints, so the system should accommodate these diverse roles and ensure smooth collaboration.

One of the key considerations when selecting an effective centralised reporting platform is its usability. It must be user-friendly and intuitive for the discloser. The system should incorporate closed questions where possible to gather better-quality, objective information. It should also be easy to navigate and use. Seamless integration with other management reporting systems is crucial for maximising the use of data and enhancing overall organisational insights.

Partnering with the right third-party whistleblower management system provider

At PKF Integrity, we specialise in managing whistleblower and other types of conduct complaints with the added benefit of an independent and centralised whistleblower and conduct complaints management system. 

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