1. An employee dials a free telephone number or enters a secure webpage and receives instructions in their native language. The employee then leaves a carefully formulated and prepared message and receives a unique case number.

2. People Intouch transcribes the message in the native language (telephone) and translates this message into English (telephone and web). The result is that the exact message is available in both the original language and in English; no information is lost.

3. The responsible company officer receives the message, and has some time to consult and/or investigate the issue. He/she then leaves a carefully formulated reply in English containing a confirmation and/or follow-up questions.

4. People Intouch translates the reply and records the reply message on the system in the complainant’s native language.

5. Within the agreed time period, the employee dials the free telephone number or logs in (web) again, listens to the reply and/or leaves a new message, either immediately or at a later time.