Guide for case teams and investigators

1. Sign in and find your cases

1. Sign in with your work email and code, then the 6-digit code from your authenticator app (two-step sign-in).
2. Cases opens the inbox. Use the filters for phase, risk, category, owner and deadline, or search by reference (SU- and eight letters and numbers).
3. Tick several cases to assign, label or move them at once.

Tip: The dashboard shows what's overdue and what needs you today.

2. Triage a new report

1. Open the case. The In short box and Suggestions summarise it and propose a risk level, category and next steps.
2. Accept the case, or close it as out of scope with a reason.
3. Set the risk, assign an owner and investigators, and add labels. The acknowledgement clock (7 days) is shown under Deadlines.

Tip: Anything sensitive can be hidden from roles that don't need it under Hidden details.

3. Talk to the reporter

1. Use the Conversation tab. The reporter sees you as Case team; anonymous reporters stay anonymous.
2. If they wrote in Hindi, Marathi, Tamil or Gujarati, write in English and press Translate. The translation is sent and your English is kept.
3. Suggested replies and templates help you ask for missing details.

4. Investigate

1. Follow the Playbook in the Investigation tab: it lists the steps for this kind of concern and why they matter.
2. Plan interviews and record notes; use the questions built from the report.
3. Add dated facts to the timeline, check file fingerprints on the Evidence tab, and write the investigation report. Fill a first draft from the case to save time.
4. Make letters (meeting invitation, notice to the person named) in the recipient's language from the Letters box.

Tip: Every letter is saved exactly as made and every action is in the Activity log.

5. POSH complaints (Internal Committee)

1. On a POSH case, committee members open the POSH inquiry tab and start the inquiry with the date the complaint was received.
2. Record each step: copy sent to the respondent (7 working days), reply (10 working days), hearings with who attended, findings, report to the employer (10 days) and the employer's action (60 days).
3. Record conciliation or interim relief if asked for, and print the inquiry report for signatures.

6. Legal and regulators

1. Add referrals to the police, regulators, CERT-In or the Data Protection Board from the case Overview; their deadlines appear automatically.
2. Put a case on a legal hold from the Legal page so it isn't deleted; releasing a hold needs a second person.
3. Download the case pack for a regulator or court from the Activity tab.

7. Close the case

1. On the Close tab choose the finding and actions taken, and write the closing message the reporter will see. Don't name people or disciplinary details.
2. If the approval matrix needs it, the closure goes to a second person in My approvals.
3. After closing, check-ins ask the reporter at 1, 3 and 6 months whether anything changed for them.