Regulation on complaints handling

PANTEION UNIVERSITY OF SOCIAL AND POLITICAL SCIENCES

FACULTY OF SOCIAL SCIENCES

DEPARTMENT OF SOCIOLOGY

Postgraduate Programme  'CRIMINOLOGY'

REGULATION FOR THE MANAGEMENT OF STUDENTS’ COMPLAINTS AND OBJECTIONS

1. ADVANCE

The complaints and objections policy are addressed to active students of the MA and aims to resolve any disagreement or problem that arises solely in matters of study or attendance or interaction with members of the academic or administrative staff of the MA.

In the context of enhancing the student-centered educational process, the following mechanism for the submission and management of complaints and objections is implemented, at every stage of which those involved must safeguard the personal data of students.

The submission of a complaint must not be of a pretextual nature or a reaction to any unsatisfied request. Good-natured discussion and a willingness to resolve a problem is a key academic strategy and should precede the final choice of the complaint’s procedure.

2. MATTERS COVERED BY THE COMPLAINT MANAGEMENT POLICY

The Grievance Management Policy is addressed to active students of the MA and aims to resolve a disagreement or problem, such as:

• Study and attendance issues.
• Inappropriate behaviour by a member of academic or administrative staff.
• Inadequate guidance of students by a member of academic or administrative staff.
• Action or decision by a member of the MA that is inconsistent with the study and attendance regulations or the prescribed educational procedures.

3. PROCEDURE FOR LODGING AND HANDLING COMPLAINTS

Before submitting a complaint or grievance, students should study the regulations and the general rules of the University to know their rights and obligations.

For matters of an academic nature (teaching and attendance), they should, in the first instance, contact the professor in charge.

For issues related to the administrative services provided, they should contact the responsible Administrative Officer or the MA Secretariat either by physical presence or electronically via email or by telephone.

For issues that cannot be resolved in the above ways, they can address requests, complaints or objections related to their studies to the relevant Student/Academic Advisor. The Student Advisor will examine the problem - complaint in cooperation with the student and propose a solution. It is at his/her discretion to contact other members of the Department to seek their assistance in resolving the problem.

In cases where, after the mediation process of the Academic Advisor, the problem still exists, then the complaint can be submitted in writing to the Director of the MA and/or the Coordinating Committee (CC), via protocol using the specific COMPLAINT FORM which indicates, among other things, the hearing and mediation process followed.

Complaints must be submitted within 30 days of the occurrence of the problem to the MA Secretariat via a specific form on the MA website.

The Director and/or the CC of the MA within a reasonable time, not exceeding 30 days, will undertake to manage/respond to the complaint.

Specifically:

• In the "Complaint Submission Form", the student must record the complaint or objection clearly and objectively and submit it to the MA Secretariat either electronically or in hard copy within thirty (30) days from the day the problem occurred.
• The Director of the MA shall take the necessary steps to examine/investigate the problem, informing, where appropriate, the CC and ensuring the confidentiality and personal data of the complainant. He/she may, depending on the nature of the problem, invite the student to a hearing to investigate the issue and at the same time ensure that the student is not exposed until all necessary information or clarifications are gathered. He/she may then seek the assistance of any member or body of the Department or refer the problem - complaint to the Departmental Assembly.
• Once the Director of the MA has referred the problem to the Departmental Assembly, the decision of the Assembly is final, and the student cannot lodge an appeal.

In case the decision of the Director or the CC of the MA is not satisfactory, the student may submit a new request for a review of the complaint/appeal by the General Assembly of the Department, where a final decision is taken.

Within a reasonable period and depending on the nature of the problem and the urgency of the matter, the student will be duly informed about the outcome of the actions taken and the decisions taken regarding the problem - complaint.

• For issues that are not related to courses and quality of studies, students are addressed to the University's statutory bodies, which are dealt with in accordance with their rules of operation:

1. For maladministration or violation of academic freedom, in writing to the Student Advocate of Panteion University, via e-mail (This email address is being protected from spambots. You need JavaScript enabled to view it.)
2. For discriminatory treatment or harassment, in writing to the Panteion University Gender Equality Committee, via email (This email address is being protected from spambots. You need JavaScript enabled to view it.)
3. For violation of a code of ethics, in writing to the Panteion University Research Ethics Committee (This email address is being protected from spambots. You need JavaScript enabled to view it.).