Complaint management for Teaching and Learning
Complaint management is an integral part of quality management in the area of study and teaching when cooperative problem solving falls short. With this procedure, it is possible to actively intervene in quality development in the case of acute and long-term problems as well as inaction on the part of those responsible, even outside of the regulated evaluations. An important instrument is the communicative exchange regarding problems and their solutions within the study program, the faculty and the entire university.
How can I submit a complaint?
Each member of the university may submit a written complaint to report deficiencies in teaching and studies. The first port of call, regardless of the complaint, is the responsible study program coordinator (see list).
In justified cases, e.g. in the event of inaction on the part of the relevant study program coordinators, the complaints can be sent directly to the responsible offices. In such cases, the complaint at faculty level is to be addressed directly to the Dean of Studies, or to the Faculty Student Council. A complaint that goes beyond the faculty is to be forwarded to the Vice-Rectorate Academic Affairs.
What happens with my complaint?
The contact person will forward the complaint to the relevant office and will see to it that it is resolved in a timely manner. Every complaint is treated confidentially. The Academic Affairs Committee will be involved at faculty level and the Standing Committee of the Senate for Teaching and/or the Working Group Q at university level, if this is deemed necessary for the problem to be solved,
Individuals who submit complaints are informed about the problem-solving process, either directly or in the form of an announcement, taking into account data protection regulations.
What consequences can submitting a complaint have?
All complaints, and the measures developed as a result, are included in the next teaching report. In addition, the subsequent degree program evaluation will examine which measures were used to remedy the situation and whether the reported problem was solved. All reported shortcomings are therefore included in future analyses of strengths and weakness as part of the degree program evaluation.
In the case of particularly serious shortcomings, a preliminary degree program evaluation can be carried out.