Learn how Participant Complaints are handled in ApprentiScope from both the participant & program personnel perspectives.
User Types: Sponsors or Employer Administrators (see below)
ApprentiScope allows participants to submit complaints directly to their primary program administrators within the platform. Who receives these complaints depends on the type of ApprentiScope subscription in use:
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Regulator or Sponsor Subscriptions: Sponsor users associated with the participant will receive the complaint.
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Employer Subscriptions: Administrator users associated with the participant will receive the complaint.
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Note: Mentors, supervisors, and instructors will not receive complaints unless they also have sponsor or administrator access.
Step 1: Enable Participant Complaint Access
Navigate to the Settings (gear icon), Click the Users - Participant tabs and Toggle ON the Complaints-Access Permission. 
Step 2: How Participants Submit a Complaint
Participants should:
- Navigate to the PROGRAM tab and select COMPLAINTS on the blue navigation bar,
- Click the large blue PLUS (+) sign, &
- Complete the Complaint box & Submit it.
How Participants Submit a Complaint (how to article for participants)
Step 3: Notification & Complaint Review
Once a complaint is submitted:
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The appropriate sponsor users or program administrators will receive an email notification.
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This email includes a button linking to the Program > Complaints page in the platform.
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To view the complaint:
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Click the blue title of the complaint.
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This will open the participant's Profile Details > Case > Communications card, where the complaint is documented.
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Click the complaint title to read it in full.
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Step 4: Responding to Complaints
Program sponsors or administrators can decide whether and how to respond. You may choose to send a message using the platform's built-in communication tools.
How to Use Participant Notes & Communications Using Case Management
Step 5: Deleting a Complaint
Note: Deleting a complaint is permanent. It removes the complaint from:
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Program > Complaints
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The Participant’s Profile Details > Case > Communications card
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The participant’s own Complaints page
You can delete a complaint by:
Option 1:
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On the Program > Complaints page, check the box next to the complaint title.
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Click Actions > Delete.
Option 2:
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On the Case > Communications log, click the three vertical dots next to the complaint and select Delete.