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User trust line

 Summary

TrustLine from People opens a confidential window where employees can raise a concern or follow up on an existing case. The landing page provides New Case and Follow up on a Case.

This article is for employees. For representatives, see Admin - Trustline.

In this article

  • Before you begin
  • What TrustLine is for
  • Opening TrustLine
  • Raising a new case
  • Following up on a case
  • Chat
  • Frequently Asked Questions (FAQ)

Before you begin

Trustline must be on.

You need TrustLine to see TrustLine in the sidebar under People.

  • The modal heading is TrustLine.
  • The button is Open TrustLine.
  • The external window heading is TrustLine.

What TrustLine is for

Use TrustLine to raise a concern confidentially.

TrustLine operates outside your organisation’s Plumm account and opens in a separate window.

To return to an existing case, use Follow up on a Case with your case number after verifying your email.

Opening TrustLine

  1. Log in to Plumm.
  2. Open the 9-dot menu labelled Apps.
  3. Under PRODUCT SUITE, select Trustline.
  4. In the sidebar, under People, select TrustLine.

The TrustLine modal explains that it is a safe space where you can raise concerns confidentially. It also explains that TrustLine operates outside your organisation’s Plumm account and will open a new window.

  1. Select Open TrustLine.

The TrustLine window opens and explains that TrustLine is external to Plumm, enabling you to anonymously share concerns.

You can choose:

  • New Case
  • Follow up on a Case

The options are separated by OR.

Raising a new case

Select New Case.

The New Submission page opens with two sections: Information and Contact.

Information

  1. Select a Category. This field is required and has the placeholder Select.
  2. Enter your concern in Details. This field is required and has the placeholder Type your case details here.
  3. If required, select Upload under Attachment (Optional) to add supporting files.
  4. Select Next.

You can upload a maximum of 5 files, with each file not exceeding 5 MB.

Supported formats include:

  • PNG
  • JPEG
  • Excel
  • PDF
  • CSV
  • Mp3
  • Mp4

If Category is empty, Plumm shows Required field.

If you upload more than five files, Plumm shows You can only upload up to 5 files.

If a file exceeds 5 MB, Plumm shows You cannot upload a file more than 5 MB.

Contact

  1. Enter your private email address in Personal Email Address. This field is required and has the placeholder Your private email address.
  2. Select Back to return to the previous section or Submit to submit the case.

If the email address is invalid, Plumm shows Please enter a valid email address.

If submission fails, Plumm can show Please try again.

After a successful submission, Plumm shows Case Submitted. Select Ok.

Check your email and select Verify my Email.

If the email is not verified, Plumm shows Email Unverified, with the messages Your email is not verified. and Please create a new case with valid email.

Following up on a case

  1. Select Follow up on a Case.
  2. Under To follow up on an open case, please enter the case number, enter your case number in Enter Case Number Here.
  3. Make sure the case number matches exactly, including capital letters.
  4. Select Submit.

If the case number is not recognised, Plumm shows The case number could not be recognised, take special note to capital letters, and retry.

If the case has been closed, Plumm shows CASE CLOSED and provides the New Case option.

Chat

When you access an open case, Case Information shows:

  • Case Number
  • Status
  • Last Updated
  • Category
  • Representative

Last Updated can show NA.

To help maintain your anonymity, TrustLine displays the following guidance:

To maintain your anonymity, avoid mentioning a specific person or team, even if you are asked.

To send a message:

  1. Enter your message in Type a message.
  2. Select Send Message.

If you try to send an empty message, Plumm shows Please enter a message.

Frequently Asked Questions (FAQ)

  • Why do I not see TrustLine?
    You need TrustLine. Open Trustline from Apps.
  • Do I use my work email?
    Personal Email Address is for your private email address.
  • How do I open my case again?
    Select Follow up on a Case, then enter the case number exactly as provided, including capital letters.
  • Who manages the case?
    Representatives manage cases through Admin TrustLine. See Admin - Trustline.