Communicating with reporters

Use the case's Messages panel to send questions and updates. The reporter reads them on the progress page with their access code.

Good practice

• Write as if the message could be read by anyone, because the reporter's device may not be private.
• Never ask an anonymous reporter for details that would identify them unless it is essential, and say why.
• Acknowledge promptly, then give honest updates even when nothing has changed.
• Explain limits. If you cannot share the outcome of a disciplinary step, say so.

What the system does

• Replies from the reporter alert the assignees. A reply moves a case out of Awaiting reporter.
• Sending a message counts as feedback for the feedback deadline.
• Messages are encrypted at the field level.
• Staff need the communicate permission to send messages.