Management Mechanism of Student Complaints and Objections
Purpose
The primary objective of the Postgraduate Program is to continually enhance the quality of educational and administrative services in a student-centered manner, following the principles of transparency, integrity, and accountability. To achieve this, the Postgraduate Program has established a suitable mechanism for managing student complaints and objections, ensuring their prompt and equitable resolution, with efficiency and confidentiality, in accordance with the Internal Operating Regulations of the National and Kapodistrian University of Athens (NKUA).
Scope
This procedure applies to any type of complaint or objection related to the quality of educational and administrative services provided by the Postgraduate Program. Before lodging a complaint or objection, students should thoroughly review the Study Guide and the general operational rules of the Postgraduate Program to understand their rights and obligations clearly. The Director of the Postgraduate Program is responsible for overseeing and ensuring the proper implementation of the student complaints and objections management process.
Complaints, their outcomes, and actions taken are documented and securely stored within the Postgraduate Program Secretariat to maintain confidentiality and are used to enhance the services provided.o submit their candidacy for enrollment. The program has the capacity to accept a maximum of 25 full-time students and 5 part-time students.
Management Policy and Procedure for Submitting Complaints and Objections
The Postgraduate Program follows specific stages for managing student complaints and objections. Throughout the resolution process, the personal data of all involved parties is strictly protected, as required by the applicable legislation. The competent bodies for handling these matters are the Steering Committee and the Director of the Postgraduate Program. The management process is described as follows:
Internal/Informal Process
Students are encouraged to discuss their concerns with a member of the Faculty, the student advisor, or a member of the administrative/academic staff, depending on the nature of the issue, to seek an immediate solution to their problem. At this stage, disputes can often be resolved directly between the parties involved, with or without the assistance of a mediator. If the issue is resolved, further action is unnecessary.
Internal/Official Process
If the issue or complaint is not resolved through the informal process, a written complaint or objection may be submitted, depending on the severity of the matter. The written submission must be made by the student themselves, not by a third party. The procedure is as follows:
- Students are required to submit their complaint or objection in writing within 30 days from the date the issue first arose. To register the complaint or objection, the Postgraduate Program has created a Complaints and Objections Submission Form (available on the Postgraduate Program website). The completed form is submitted to the Postgraduate Program Secretariat, where it receives a protocol number. If an informal process was previously attempted, this should be noted.
- The Postgraduate Program Secretariat forwards the student's complaint or objection, along with any supporting documentation, to the Director of the Postgraduate Program.
- The Director reviews the issue and takes appropriate actions to address the complaint or objection, informing and, when necessary, referring the matter to the Steering Committee. Depending on the nature of the issue, the student involved may be invited to express their views before further actions are taken.
- In cases of complex issues, the Steering Committee may seek assistance or refer the case to the relevant administrative or other body at NKUA (e.g., Student Advocate, Gender Equality Committee).
- Once an objection is rejected, no new objection regarding the same matter is accepted. The decisions made by the Steering Committee are final and cannot be appealed. If the student remains dissatisfied with the decision, they may submit a written request to the appropriate body at NKUA for a new investigation.
Right to Receive a Response
Upon completion of the complaint or objection management process by the Steering Committee, the student is promptly informed in writing of the final decision regarding their request. The timeframe for this notification depends on the seriousness of the matter
Other Ways and Procedures for Submitting Complaints and Objections Course Evaluation
Questionnaires
Students have the possibility to use of questionnaires to evaluate the educational process at the course level, as provided by the National Authority for Higher Education (ETHAAE), to evaluate the performance of the PMS and its teaching staff and express their dissatisfaction with possible failures in providing services.
Student Advocate
The institution of the Student Advocate was established by article 55 of Law 4009/2011 with the aim of mediating between students and teaching staff or administrative services of the MKUA, to deal with maladministration phenomena, and with the aim of observing legality and safeguarding its orderly operation.
The Student Advocate is responsible for the following matters:
- Examination of student requests for problems they face with academic and administrative services and search for solutions to these problems.
- Facilitation of the student's contacts with administrative bodies and services.
- Examination of reports complaints of students for violation of provisions and rules of university legislation and ethics.
- Informing students about their rights and obligations as members of the University Community.
The Student Advocate has no authority in matters of exams and students’ grades.
Gender Equality Committe
By the decision of the Senate, a Gender Equality Committee was established at the NKUA as an advisory body to the Senate and the Administrations of Schools and Departments for the promotion of equality at all levels of operation and in all processes of academic life.
The Gender Equality Committee has the following responsibilities:
- Recommends to the competent bodies measures to promote equality and combat sexism.
- Provides information and training to members of the academic community on issues related to gender and equality.
- Provides mediation services in cases of complaints of discriminatory treatment or harassing behavior.
- Provides assistance to victims of discrimination when they report discriminatory treatment.
With the Internal Regulation of Universities, the issues of support for victims of discrimination by the Gender Equality Committee are regulated in particular.
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