Overview of the Multiverse Complaints Policy
Multiverse is committed to delivering high-quality services to Apprentices, Clients, and all stakeholders. Multiverse handles all complaints in a fair, transparent, and timely manner to ensure the continuous improvement of The Platform and our Applied Learning programs. This policy outlines the standardised process for submitting and resolving complaints across all teams.
How to Submit a Formal Complaint via The Platform
To ensure a complaint is routed to the correct department for a rapid resolution, Apprentices and stakeholders should use the integrated support tools.
Access the Chatbot: Click on the chatbot icon located in the bottom right-hand corner of The Platform.
Select Relevant Category: Choose the menu options within the chat that most closely align with the specific issue.
State Intent Clearly: Type "I would like to make a complaint" into the free-text box. Using the specific word "Complaint" ensures the AI triggers the correct escalation workflow.
Follow Guided Instructions: Complete the prompts provided by the chat to submit the formal record directly to the Multiverse Support Team.
Complaint Response Timelines and Expectations
Multiverse values feedback as a critical tool for achieving The Mission. Upon successful submission of a complaint through the chatbot, the Multiverse Support Team will provide an initial response within 24 hours.