Your questions answered

Frequently asked
questions

Our Services


Your questions answered

Q

Do InTouch offer a wide choice of reporting channels?

A

We offer the widest choice of reporting channels and can fully customise the service to meet each organisation’s requirements and budget. The three principal ways for people to make a report are via our specially-trained call handlers, our secure web platform and email. We also offer reporting by post and fax.

The service is accessible throughout India and from more than 100 other countries. Report intake is tailored for each client and to comply with the legal requirements of the different jurisdiction where they operate.

 

Q

Where are calls handled?

A

Calls to InTouch from within India are answered by our Bangalore service centre and calls from outside of India are answered in the UK. Wherever they are available, calls made to InTouch are via toll free numbers. 

   

Q

Is the service available only for employees?

A

The ‘SpeakUp’ service can be made available to employees, vendors and other key stakeholders as advised by the client. 

 

Q

How do you deal with reporters speaking different languages?

A

We receive reports via advanced multilingual phone and web platforms. Calls to our Bangalore service centre are answered by specially-trained staff who speak English and the major Indian languages.

Calls from outside of India are routed to our English-speaking UK service centre where staff can introduce an interpreter into a conversation if necessary. Where a report is made via our web site, the reporter can select the language in which they wish to navigate the site and make their report.

 

Q

Does the InTouch service replace our existing internal reporting channels?

A

The InTouch ‘SpeakUp’ service is designed to complement your existing internal channels for reporting serious concerns. There will always be employees who, for whatever reason, are uncomfortable, unable or unwilling to use the company’s internal channels. The InTouch service offers those people an alternative way to make their concerns known 24/7. It offers them a choice of how to make a report, is confidential and can fully protect their identity if required.

The InTouch service aligns with your Code of Conduct or whistleblower policy meaning you can demonstrate industry best practice as well as full compliance with the need for a vigil mechanism stipulated by s177(9) of the Companies Act 2103 and the Sebi corporate governance guidelines.   

 
Q

How do you ensure anonymity and confidentiality?

A

Unless the person making the report gives InTouch express permission to pass their name and/or contact details to the client organisation, we will never do so. Where a report is made by phone, callers’ numbers are not captured nor do we capture the IP or email address of people making reports via our secure web reporting platform.

Reporters are given a unique case number which must be quoted in any subsequent contact. Reports forwarded to clients can only be accessed by nominated pre-authorised recipients.  

 
Q

Do InTouch give advice to employees making reports?   

A As we cannot have in-depth knowledge of each client organisation we do not give specific advice or express an opinion about matters which are reported to us. More generally, however, we help callers give us as much information as they can about what it is they want to report, advise them on how to protect their identity, who their report will be sent to and how to check back for a response from their company.         
 
Q

How do we receive and respond to whistleblowing reports made via InTouch?

A

Reports are stored and viewed in the InTouch Case Reporting System (CRS) hosted via a secure web portal. Each person who is authorised to see reports receives an alert email containing a link to the report held on the CRS. They can only view the case after entering their personal log in details.

Different access rights can be set up for the authorised recipients, allowing you to manage who in your organisation has access to this sensitive data and the level of detail they can see.  The CRS is also used to send responses to anonymous reporters via InTouch, asking them to provide further information if necessary about what they have reported.

 
Q

Do InTouch get involved in investigations?

A

So as to remain totally independent and impartial, InTouch specialise in offering effective, confidential and multichannel reporting facilities for your employees, vendors and other key stakeholders you may choose to give access. Any subsequent investigation into matters reported via InTouch can, if you wish, be facilitated by our partners in forensic auditing, Ernst & Young.  

 

Q

What happens to data after a case has been closed?

A

All data is stored in the UK and in line with the recommendations of Article 29 Data Protection Act EU Working Party Recommendations, 60 days after closure of the case we securely delete detailed case data held on the CRS. After that time we retain only anonymised, headline information which is used for statistical purposes.

Where a client requests, we can delete detailed case data at an earlier stage.    

 
  To find out what it means for covered companies and independent directors click here
   

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