If you have a complaint with a service falling within the competence of the Student Services, you can submit your complaint to the leadership as follow:
1.In case you have a student status:
The “Do IT Online” interface allows you to quickly and easily launch a case for a complaint:
Login -> Choose “Complaint Submission” -> Start new case
2. In case you have no student status:
You can write via email to firstname.lastname@example.org with your complaint.
A complaint is an individual feedback in which the complainant objects to a specific procedure, a response time or a conflict of interest. The handling of the complaint must not be subject to another existing procedure or policy (e.g., a legal remedy).
1.) Formal requirements of the subject of the email:
Please write in the subject of the letter “Complaint submission:” and the area within the Student Services you would like to submit a complaint about. Please choose from the following:
- student education affairs, study administration,
- student finances, scholarships,
- psychological or mental health counseling,
- digital platforms,
- onboarding activity.
2.) Content requirements of the email/ case:
Briefly describe the nature and reasons of your complaint, including the following relevant circumstances:
- the channel through which the communication took place,
- with whom?
- what is the subject of your objection?
- what was the harm?
Write down your specific request, your needs, what would have been an acceptable solution for you, and it will be answered within 5 working days by the Head of the area of competence.
Complaints related to the operation of other organizational units do not fall within the competence of the Student Services!