Student Advocate Service – Complaints
Student complaints management procedure
The Department of Administrative Science and Technology of the University of Patras, in order to electronically record the “complaints” of its students, manage them, inform the members of the Department and the students who submit them, a process that until now was managed exclusively The President of the Department decides to establish the following procedure:
A. ELECTRONIC COMPLAINT FORM
1.1. A special e-mail is created at complaints@upatras.gr to which students can send the issue that concerns them.
2.1. A three-member Complaints Management Committee is appointed, which will undertake the collection, coding and further management of complaints that will be submitted via the e-mail of paragraph 1.1.
B. COMPLAINT MANAGEMENT COMMITTEE
3.1. The three-member Complaints Management Committee and its Coordinator are appointed by the Department Assembly. The committee is appointed for a 3-year term.
C. COMMITTEE OBLIGATIONS
4.1. The Complaints Management Committee maintains a special complaints file at the Department’s Secretariat that will contain the complaints that have been submitted as well as their responses.
4.2. The Complaints Management Committee will only consider complaints that are submitted by name, will inform the Chair of the Department and will respond within a reasonable time to the students who submitted the complaints.
4.3. The Complaints Management Committee handles the process in terms of transparency, objectivity and respect for the personal data of the parties involved. Committee members take special care to avoid conflicts of interest.
4.4. The Complaints Management Committee has an advisory and mediating role in the management of complaints. It has no jurisdiction to conduct an administrative investigation or impose sanctions.
4.5 At the end of each academic year, the Complaints Management Committee will draw up a report of events in order to inform the Assembly of the Department with possible suggestions for improvement.
D. APPLICATION OF ADMINISTRATIVE ACT
5.1. In the case of complaints whose handling exceeds the limits of competence of (a) the Complaints Management Committee, (b) the Secretariat, (c) the President of the Department and the implementation of an administrative act is required, the President introduces the matter of Implementation of an Administrative Act in the Assembly of the Department in order to address and resolve the specific complaint and to avoid the reasons for future submission of a similar complaint.
5.2. In special cases of complaints related to the observance of institutional, administrative or ethical obligations of faculty members, the President of the Department forwards the complaint for handling by the competent bodies of the Foundation, informing the complaining student at the same time.
5.3. In the cases of paragraph 5.2, the President of the Department may request written explanations from the parties involved and/or initiate the procedures provided for in articles 18 par. 7 and 51 par. 1 of the Foundation’s internal regulations (Government Gazette 3899/25- 1-19).
E. STUDENT ADVOCATE SERVICE
6.1. Students, regardless of submitting a complaint via the Department’s special e-mail, can contact the Student Advocate at the address https://www.upatras.gr/upatras/administrative-services/independent-units/tmima-synigorou- tou-foititi/ which is an independent central Office of the Foundation established under Law 4009/2011.
The above-mentioned procedure for dealing with student complaints consisting of articles 1 to 6 is posted on the Department’s website.
The Committee of the Department for the period 2021-2024, consists of:
1. Georgiadou Niki, Assistant Professor – President,
2. Pierrakea Christos, Associate Professor – Member,
3. Yiotopoulos Kostantinos, Assistant Professor – Member