Is an oral channel really required?

Yes. Article 9(2) of EU Directive 2019/1937 requires every internal channel to accept reports in writing, orally, and through a physical meeting on request. Oral can mean phone, voicemail, or in-person; many channels use a monitored voicemail line because it does not require 24/7 staffing.

Does the conversation have to be recorded?

Article 18(2) of the Directive permits recording orally-submitted reports with the reporter's consent or, alternatively, transcribing them. If recorded, the recording is treated as case content with the same protections. The script below begins with an explicit consent step.

What if the reporter wants a physical meeting?

Article 9(2) of the Directive requires the option of a face-to-face meeting on the reporter's request, within a reasonable time. The script includes the offer at the close. Physical meetings typically take place within 2-4 weeks; the same intake structure applies.

Free template · Updated May 2026

Oral Intake Script

A word-for-word script for the case handler taking an oral report (phone, voicemail callback, or in person). Adapted from ISO 37002 intake guidance, aligned with Article 9(2) and Article 18(2) of EU Directive 2019/1937.

Before the call

Confirm a private room or workspace where the conversation cannot be overheard.
Prepare to take contemporaneous notes; have the case-management system open and ready to create a new case.
If recording is permitted under local law and policy, have the recording mechanism ready (but do not start it before consent).
If the call is in a language you are not fluent in, arrange interpretation in advance from a third party bound by confidentiality.
Block 60-90 minutes; complex intakes overrun.

Opening (3-5 minutes)

Greeting and self-identification.

"Thank you for calling [Organisation]'s whistleblowing channel. My name is [Name], I am the [role]. I am responsible for receiving reports through this channel. Can I confirm I'm speaking to you on a line where you have privacy? If not, we can pause and reconvene."

Confidentiality and use of the conversation.

"Anything you tell me today is confidential. Article 16 of the EU Whistleblower Directive and our national law require us to protect your identity and the identities of anyone you mention, except where we are required by law to disclose (for example, in criminal proceedings). Only people authorised to handle your report will have access to it."

Anonymity option.

"You do not have to tell me your name. You can choose a pseudonym if you would like. If you give me your name today, you can withdraw it at any time and continue anonymously."

Recording / transcript consent.

"Article 18 of the Directive lets us either record this call, with your consent, or ask you to verify a written transcript I will prepare. Which would you prefer?"

If recording: start the recording, state the date and time, restate the consent.

If no recording: take detailed notes; commit to producing a transcript within 5 working days and to obtaining the reporter's verification.

Acknowledgement, deadlines, and next steps.

"I will give you a written acknowledgement of this report within seven days, and substantive feedback within three months. The acknowledgement will arrive through the case channel; I will give you a case code at the end of this call so you can check status."

The free narrative (30-60 minutes)

Once the opening is complete, invite the reporter to tell their story in their own words. Do not interrupt. Take notes on:

What happened (the specific conduct).
Who was involved (subjects, witnesses, the reporter's role).
When it happened (specific dates and times where possible).
Where it happened (location, system, document).
How the reporter knows.
Whether anyone else is aware.

"Take as much time as you need to tell me what you have seen. Start wherever you like; I will follow up with questions afterward."

Specific questions (15-30 minutes)

After the narrative, work through any gaps. Avoid leading questions. Open-ended first ("Can you tell me more about..."), specific later ("Was anyone else present on that occasion?"). Useful prompts:

"Is there documentary evidence? Emails, messages, photos, system records?"
"Are there other witnesses who would corroborate what you have told me?"
"Has this happened before? How often?"
"Has anyone else already raised it? Internally? Externally?"
"Have you experienced any adverse consequences since you decided to come forward?"

Closing (5-10 minutes)

Case code.

"I am opening a case now with the code [WB-XXXX-YYYY]. Please write this down and keep it safe. You will also choose a six-digit secret that you can use, with the case code, to return to the channel and check status or add information."

Follow-up channels.

"If you remember anything later, the best way to add it is to log into the channel with the case code and your secret. You can also call me back on this number. If you want a face-to-face meeting at any point, you have the right to request one under Article 9 of the Directive."

Anti-retaliation reminder.

"You are protected from retaliation under the Directive and our national law. [Organisation] applies a 24-month elevated-scrutiny rule to any management action that affects you. If you experience anything you think may be retaliation, contact me or report it through the channel immediately. We treat retaliation as a serious breach of policy."

External authority.

"You always have the option to take this report to the national external authority directly. In our country that is [authority name and URL]. Using the external route does not affect your protection from retaliation."

Close.

"Thank you for the courage to come forward. I will follow up with the written acknowledgement within seven days and progress updates as the investigation moves forward."

After the call

Stop the recording if used; save and link to the case.
Finalise notes within 24 hours.
Draft the transcript (if not recorded) within 5 working days; send to the reporter for verification through the case channel.
Issue the formal acknowledgement message (see Acknowledgement Message) within 7 days.
Open the investigation plan and conflict-of-interest check (see Investigation Protocol).

What not to say

Do not promise an outcome. Use "we will investigate", not "we will fix it" or "we will fire them".
Do not speculate about the credibility of the report during the call.
Do not disclose information about other cases or other reporters.
Do not suggest the reporter "think it over" before deciding whether to report; receive the report and triage afterwards.
Do not record without consent. Where law permits one-party consent, the policy choice remains explicit consent.

Use this script alongside the Interview Protocol for subsequent witness and subject interviews.