Fraud Hotline Frequently Asked Questions

What is the purpose of the fraud hotline?

The hotline is set up to allow City residents, City employees or any other concerned individual to report information about fraud, waste or abuse of resources related to or involving City personnel, resources, or operations to the Office of Internal Audit.

Who manages the submissions to the hotline?

The intake of online, phone, e-mail, and fax submissions are by a third party provider, Syntrio Lighthouse Services.  All submissions are then forwarded to and investigated by the Office of Internal Audit.  Submissions may also be made directly to the Office of Internal Audit by completing a Fraud Information Report and subsequently mailing the report to the following address: 

           Office of Internal Audit
           36 Court Street - Room 411
           Springfield, MA 01103

When should you report your concern?

A report should be submitted through the fraud hotline as soon as possible after you believe a reportable offense has occurred. 

What are some examples of a reportable offense?

Examples of reportable offenses may include the following:

• Theft of City resources
• Conflicts of interest
• Fictitious claims
• Contract or procurement violations
• Misuse of City property
• Ethical violations
• Embezzlement of finances
• Bribes, kickbacks
• Abuse of work hours
• City policy violations

What types of complaints are not investigated by the Office of Internal Audit?

We are unable to investigate submissions where the issue is not related to City government.  However, we have provided the follwing links to use for reporting other common complaints: 

ARPA (American Rescue Plan Act) 
Automobile/Plate/Registration Complaints 
Food Stamp (SNAP) Fraud – Massachusetts    
Identity Theft – Massachusetts 
Insurance Fraud  
Internet/Wire Fraud/Cyber Crime 
Section 8 and Housing Fraud
Social Security/Medicare Fraud 
Unemployment Fraud 
Welfare/Public Benefit Fraud – Massachusetts

Once the Office of Internal Audit receives a tip, what happens next?

If a report is deemed to have merit, the Office of Internal Audit will schedule an investigation of the reported activities and may issue a report at the conclusion of our investigation.  In some instances, the investigation may take place immediately following the report or it may take place months later, depending on the materiality of the activity to the City.   

When a report is determined to have merit but is outside the scope of the Office of Internal Audit's purview, it will be referred to the appropriate party for follow-up action.  Such parties may include another city department, federal agency, or local law enforcement agency. 

Reports that are deemed to be immaterial, vague or baseless will receive no further follow-up.

If you elect to disclose your contact information, you may be contacted by a staff member in the Office of Internal Audit during the course of our investigation.

How can I find out the status of my hotline case?

If your submission is made to Syntrio Lighthouse Services, you will receive a case number,  the option to create a PIN, and other login details.  If your submission is made directly to the Office of Internal Audit, disposition information will only be communicated at the direction of the Director of the Office of Internal Audit.  The Office of Internal Audit will contact only those individuals who filed a report and provided contact information.