Complaint Workstreams

A workstream is a self-contained line of investigation delegated from a complaint's Investigation tab. It is how a complaint officer parcels out evidence-gathering without turning the file over to anyone else.

What a Workstream Is

A workstream is modelled on the same custodian-assignment mechanics described in Assignment Details: an assignee reads instructions, does the work, and submits it for the officer's decision. But a workstream is deliberately simpler than a request's custodian assignment. There are no contributor tasks underneath it — the workstream itself is the unit of work. And unlike a custodian assignment, a workstream carries neither an attestation nor a repository list, since there is no formal search-completeness sign-off or set of data sources to record; it exists purely to carry a line of investigation from delegation to finding.

Sanitized Instructions

The same privacy firewall that protects requestors protects complainants: staff you delegate workstreams to never see the complainant's identity. Instructions are sanitized before they reach the assignee, so evidence-gathering can be spread across a team without exposing who raised the complaint.

Findings and the Submit → Review Cycle

The assignee's work product is a findings write-up. When it is ready, the assignee submits the workstream, and the complaint officer either approves it or requests changes with notes explaining what is missing. Requested changes send the workstream back to the assignee, who revises and resubmits — the same submit → review cycle used across every delegated-work kind in AccessPoint, just without the sub-task breakdown a request custodian assignment carries.

Hand-offs and Where Workstreams Surface

A workstream's life is a simple round trip: the officer opens it and hands it to an assignee (delegation), the assignee works it and hands it back at submission (findings), and the officer closes the loop with an approval or a request for changes. Every step in that round trip — opened, submitted, approved, sent back — is logged to the Investigation tab's Timeline, alongside the complaint's other investigation events. See Complaint Details for how Workstreams and Timeline sit together on the Investigation tab.

Workstreams also count toward the complaint officer's delegated-work picture tenant-wide: the Assignment Coverage Report tracks them as the third assignment kind, alongside request custodian assignments and assessment section assignments, so a coordinator can see who is carrying what across every case type in one place.