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HeroFriends Help Centre Process Reference

HeroFriends System Process Flow

A complete map of the case lifecycle from Pre-Report to closure - with actors, SLAs, and two paths: School and Tribunal.

Lihat Diagram Penerangan Teks

Cases with LOW or MEDIUM AI severity occurring at school are routed by default to the School JK Buli Committee. HIGH, CRITICAL, or off-campus cases are routed directly to HFCM and the Tribunal.

Diagram Aliran Kes

Klik atau hover pada mana-mana kotak status untuk melihat penerangan, pelakon, dan SLA.

Shared by both paths Tribunal Path (high/critical severity) School Path (low/medium severity)
Pre-Aduan
Pending OTP
Pelapor
AI Triage
HFCM Queue
AI + Pegawai Kes · 3 hari
Pre-Aduan Ditolak
Pegawai Kes
Dirujuk ke
JK Sekolah
JK Buli
Sekolah Selesai
Pengadu · 7 hari
Tidak berpuas hati → Eskala
Borang 1
Menunggu Penjaga
Penjaga · 7 hari
Meterai
Setiausaha
Setiausaha · 2 hari
Kes Berdaftar
No. Aduan Ditetapkan
Responden
Menunggu
Pembelaan (Borang 2)
Responden · 14 hari
Pendengaran
Dijadualkan (Borang 3)
Panel Tribunal
Panel
Bermusyawarah
Pengerusi · 14 hari
Award (Borang 4)
Pengerusi
Penolakan (Borang 5)
Pengerusi
Kes Ditutup

* All SLAs are counted in working days (Monday–Friday, excluding public holidays). Configurable by the system administrator.

Step-by-Step Walkthrough

Laluan tribunal standard - Pre-Aduan hingga Award.

  1. 1

    The reporter completes the Pre-Report (5-step form) and verifies via OTP. A reference number (e.g. 8C3K3) and tracker link are sent by email.

  2. 2

    The AI Triage engine automatically processes the report - categorising the bullying type, scoring severity (0.0–1.0), and detecting red flags. The case enters the HFCM queue.

  3. 3

    The HFCM Case Officer reviews the report within 3 working days. They can: Accept (issue Form 1), Reject (with reason), or Request More Information.

  4. 4

    If accepted: a Form 1 link is sent to the parent/guardian. Once sealed with OTP, the Tribunal Secretary registers the case and assigns an official Case Number.

  5. 5

    The respondent receives notice and has 14 working days to file Form 2 (Defence). If no response is received, the case proceeds by default.

  6. 6

    The Secretary schedules a hearing and issues Form 3 to all parties. All parties confirm receipt.

  7. 7

    The Tribunal Panel conducts the hearing. After deliberation (max 14 working days): the Panel issues an Award (Form 4) or Dismissal (Form 5).

  8. 8

    The case is closed. All parties receive a copy of the decision. A complete audit log is permanently retained.

School Path: When a Case Is Routed to JK Buli

  1. 1

    A Pre-Report with LOW/MEDIUM AI Triage and school location is routed to the school's JK Buli Committee.

  2. 2

    The JK Chair receives a notification and initiates the school investigation.

  3. 3

    JK Buli conducts an intervention: counselling, mediation, or disciplinary action.

  4. 4

    The JK Chair marks the case resolved - the complainant has 7 days to confirm satisfaction.

  5. 5

    If the complainant is not satisfied: the case is escalated to HFCM and rejoins the main path at the Form 1 stage.

Rujukan Semua Status Kes

Status Pelakon SLA Penerangan Borang
pre_aduan_pending_otp Pelapor — Pre-Aduan disimpan. Kod OTP 6-digit dihantar ke e-mel pelapor. -
pre_aduan_submitted AI + Pegawai Kes 3 hari bekerja OTP disahkan. Enjin AI Triage berjalan. Kes masuk antrean HFCM. -
pre_aduan_rejected Pegawai Kes — Ditolak dengan sebab. Pelapor dimaklumkan melalui e-mel. -
borang_1_pending_guardian Penjaga / Ibu bapa 7 hari bekerja Diterima. Pautan selamat 14 hari dihantar ke e-mel penjaga untuk melengkapkan Borang 1. Borang 1
borang_1_received_pending_secretariat Setiausaha Tribunal 2 hari bekerja Penjaga telah OTP-meterai Borang 1. Setiausaha mengesahkan dan menetapkan No. Aduan rasmi. Borang 1
case_registered_pending_respondent Responden — No. Aduan (TBA-2026-MY-NNNNN) ditetapkan. Responden dimaklumkan melalui e-mel. -
awaiting_pembelaan Responden 14 hari bekerja Kiraan masa 14 hari untuk Borang 2. Peringatan dihantar pada Hari 7 dan Hari 12. Borang 2
hearing_scheduled Panel Tribunal Ikut Borang 3 Borang 3 dikeluarkan. Peringatan T-3 dan T-1 dihantar kepada semua pihak. Borang 3
panel_deliberating Pengerusi Tribunal 14 hari bekerja Pendengaran selesai. Panel memutuskan: Award, Penolakan, atau Pengantaraan. -
award_issued Sistem — Borang 4 dihasilkan dan dihantar kepada semua pihak. Kes menuju penutupan. Borang 4
case_dismissed Sistem — Borang 5 dihasilkan dan dihantar kepada semua pihak. Kes ditutup. Borang 5
routed_to_school_committee JK Buli — AI Triage: LOW/MEDIUM + di sekolah. Kes dihalakan ke JK Buli Institusi. -
school_resolved Pengadu 7 hari bekerja JK Buli menanda selesai. Pengadu mengesahkan dalam 7 hari atau mengeskala ke HFCM. -
case_closed Sistem — Kes ditutup secara rasmi. Log audit kekal disimpan. Semua pihak menerima salinan keputusan. -
Dikongsi kedua-dua laluan Laluan Tribunal Laluan Sekolah
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