Modules · Regulated requests and complaints

Every request has its legal deadline. Ecaldima meets it, and proves it.

Complaints, claims, access requests, whistleblowing reports: when the law sets a deadline, a delay cannot be undone. Ecaldima numbers each request on receipt, calculates its deadline on your actual calendar and keeps evidence of every step.

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Legal deadline calculated, public holidays included
Calculation replayed identically, at any time
Tracked by the requester, without an account

Ecaldima regulated requests and complaints: legal deadline calculation for a request, with the non-working days skipped, the extension and the “Replayed identically” badge.

01On receipt

An official number and a deadline from the very first minute.

Public form, email, front desk, telephone or post: the request receives its number and an acknowledgement showing its deadline. The clock starts from the actual time of receipt, not from data entry.

02During handling

The deadline recalculates itself, always the same way.

Extension, request for further information, suspension: Ecaldima applies the country template’s rules and shows the detailed calculation, with non-working days excluded. Replayed every time it is viewed, it always gives the same result.

03For the requester

Requesters follow their request without creating an account.

With their number and a secret code, they check progress on a public page and send further information online. What they send joins the file: your agents have nothing to re-enter.

04On inspection day

The evidence is ready before anyone asks for it.

For each request, an evidence file gathers the calculation, history, responses and documents. For a period, the audit file gives the rate of responses within the deadline.

A country’s rules are data, not code.

Nine templates for Colombia, Spain and France, built from the official texts and to be validated by your legal adviser. A law changes? A new dated template is imported, and each request keeps the version in force when it was received. In Spain, Law 10/2025 applies by 28 December 2026 at the latest.

Not even your administrators read whistleblowing reports.

A restricted-access request is read only by the group you designate. Every view is logged, the acknowledgement shows neither subject nor name, and no artificial intelligence touches it.

Ecaldima is now on a par with the major American software vendors.
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Related modules

Service Desk Each request is a ticket, with the usual queues, assignment and notifications; a ticket cannot be resolved until the request has a legal outcome.
Data protection (GDPR) A data subject request opens an execution file across the whole application; the formal response waits until it is closed.

Functional scope Every detail of the module

Entities and numberingSeveral entities per instance, for example a group and its subsidiaries, each with its own series; numbers without gaps, restarting at one each year, or supplied by an external document management system.
Legal deadlinesTemplate units (working days, calendar days, months, hours), the entity’s time zone, public holidays based on the requester’s place of residence where the law requires it; calculation details on the record and deadline simulation.
Extensions and further informationJustified extension before the deadline, within the template’s limits; request for further information, with the deadline resuming or restarting depending on the country; tacit withdrawal.
ChannelsPublic form per entity (anonymous submission where the type allows it), email inbox, front-desk entry with a PDF record for an oral request, scanned post, conversational assistant.
Tracking by the requesterPDF acknowledgement kept as evidence, secret tracking code, public page without personal data, personal link in every email, “My requests” area for a signed-in requester.
Formal responseDocument with mandatory statements, outcome of the response, joint response after a merge, mandatory reason for any delay; evidence of sending, availability and first viewing.
Approval and signatureApproval workflow by process; electronic signature by the entity’s signatory, through your own Documenso service to be connected, the signed copy being the one given to the requester.
Appeals and transfersAppeals with their own deadline; transfer to the competent authority or to another entity of the instance; requalification, duplicate, withdrawal.
Restricted accessGroup designated by the entity, log of views, acknowledgement without subject or name; no AI and no satisfaction survey on these requests.
Oversight and reportsIndicators, scheduled reports, regulatory reports produced every night and archived (for example the half-yearly PQRSD report in Colombia), audit file per period in CSV and PDF, optional public statistics.
Personal dataRetention periods by type, anonymisation at the end of retention, export and erasure of a person’s data.
Country templatesRules are dated data, imported by template: a request keeps the version in force when it was received. Nine templates for Colombia (public bodies, household public utilities), Spain (Law 10/2025, GDPR rights) and France (administrative procedure, whistleblowers, banking and insurance, consumer and energy, GDPR rights), built from the official texts, to be validated by your legal adviser.
Optional artificial intelligenceSuggested response text, reviewed by the agent and labelled as such; never for a restricted-access request. Without AI, the whole module works.

Integrations

Service Desk: queues, assignment and notifications
Data protection: carrying out GDPR rights
Incoming email inboxes
Dynamic forms and conversational assistant
Electronic signature through Documenso, to be connected
Satisfaction surveys

Prerequisites

One entity per organisation, with its time zone and public holiday calendar
The country template for each request type, reviewed by your legal adviser
The agent groups and, for whistleblowing reports, the designated group
An email inbox and a Documenso service, if these channels are used

Want to see this module on your own processes?

We will build the demonstration around your operational reality.

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