---
title: Managing complaint requests
description: As a member of the legal department, work on legal requests for complaints submitted by employees to report non-compliance incidents and conduct legal investigations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/legal-investigations/managing-legal-investigations-request.html
release: australia
product: Legal Investigations
classification: legal-investigations
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Legal Investigations, Legal Service Delivery Practice Applications, Legal Service Delivery, Legal and Contract Operations, Employee Service Management]
---

# Managing complaint requests

As a member of the legal department, work on legal requests for complaints submitted by employees to report non-compliance incidents and conduct legal investigations.

## Complaints submitted as legal requests

When an employee submits a legal request related to an ethics complaint, it is automatically assigned to a group or user in the legal department. The assignment is done based on the assignment rules configured in the [intake form of the associated practice area](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-request-management/associate-categories-practice-area.md). If the request is assigned to a legal group, the group lead can triage the request to themselves or to any member in the assignment group.

## Complaints submitted as universal requests

If you've enabled submission of ethics complaints using universal requests, it is assigned to a compliance group. The universal routing agent can then create an ethics legal matter from the universal request that can be then assigned to a matter owner to work on. For more information, see [Better together solution: Legal Investigations and HR Service Delivery Employee Relations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/lsd-investigations-hr-emp-relations.md).

## Working on complaints

For the legal investigation to be conducted effectively, the legal fulfillers can evaluate the reported incident in detail to:

-   Identify sources for information and evidence
-   Add or modify involved parties
-   Prepare interview questions to collect key details
-   Attach supporting and relevant documentation

Use the Legal Counsel Center to conduct legal investigations into the submitted complaints.

-   **[Triaging universal requests for legal investigation complaints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/manage-legal-investigations-uni-request.md)**  
When employees observe and report an ethics violation or similar incident, the resulting universal requests are triaged for prioritization and resolution.
-   **[Work on a legal request for a complaint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/work-legal-investigations-request.md)**  
Work on legal requests for complaints assigned to you or as a collaborator to resolve issues or answer queries.
-   **[Work on a legal matter for a complaint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/work-legal-investigations-matter.md)**  
Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint.
-   **[Manage involved parties in a legal request or legal matter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/add-involved-party.md)**  
Add a new involved party or modify the information of an existing involved party in a legal request or legal matter related to a complaint.

**Parent Topic:**[Legal Investigations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/legal-investigations-landing-page.md)