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Create an Internal Complaints Channel in 7 steps with Athento

With Athento it is possible to create an Internal Complaints Channel in compliance with Spanish regulations, we tell you how to do it in 7 easy steps!
Lorena Ramos

Lorena Ramos

A whistleblowing channel is a tool that allows employees and others to securely and confidentially alert an organization about irregularities, breaches of legislation, corruption or fraud in the company.

In this article we show how it is possible to implement an Internal Complaints Channel with Athento, in compliance with the Spanish regulation – Law 2/2023.

Step 1: Create a team for the Complaints Channel

The first step is to create a team to be used exclusively for the Internal Complaints Channel. This team should have an easily identifiable name, a good example could be “Complaints Channel”.

Canal de Denuncias / Complaints Channel

Step 2: Set up a space

Next, we must create a space where all the complaints we receive will be stored. This space could be called “Internal complaints”.

Canal de Denuncias / Complaints Channel

Step 3: Create a form and its fields

The next step is to create a form for the complaints to be received, this form can be called “New complaints”, for example.

You must also create the fields associated with the Complaints, both those to be filled in by the complainant and those to be filled in by the data processor. There can be as many fields as necessary, such as the complaint code, the date of registration, the reason for the complaint and the resolution of the complaint.

Canal de Denuncias / Complaints Channel

Step 4: Configure the life cycle

Next, the life cycle of the complaints received must be configured. Within the life cycle, maximum periods in which the complaint can be in the status and automations can be established.

Canal de Denuncias / Complaints Channel

Step 5: Customize queues, automations and notifications

In this step you should customize your Complaints Channel, for example, you can create queues or workbaskets to quickly access complaints that are in a certain life cycle.

For example, you can create a queue called “Complaints Received”, for complaints that have not yet been processed, and another queue called “Complaints in process” for those that have already been reviewed by the manager, filtering by the status of the lifecycle of the complaint.

You can also configure automations such as the automatic assignment of the registration date, the blocking of fields or the sending of notifications depending on the lifecycle status.

Canal de Denuncias / Complaints Channel

Step 6: Register users and permissions

Add the users in charge of managing the complaints to the team you have created, these users can be classified into groups and, based on them, you can manage their permissions according to their tasks in the Complaints Channel. There are administration, read, write and delete permissions.

Canal de Denuncias / Complaints Channel

Step 7: Share the public link to other users

Now only the last step is left! Share the public link of the Complaints Channel with the users of the team, remember that it is fully customizable and you can embed it on your website, Slack, wherever you want!

Canal de Denuncias / Complaints Channel

And that’s all! You have now configured your Internal Complaints Channel with Athento, remember that you can contact us if you have any doubts.