Introduction
The present regulation aims to establish a mechanism for the submission of complaints and objections by the students of the MSc program in Chemical Engineering at the Aristotle University of Thessaloniki, titled: “Chemical and Biochemical Engineering: Health & Food,” regarding academic or administrative issues they may face during their studies. The purpose of the regulation is to ensure that the concerns of the students are heard and addressed promptly and effectively, respecting their rights and dignity. It seeks to promote transparency, accountability, and justice in addressing complaints. All authorities of the Department are committed to addressing complaints promptly and effectively and implementing measures to prevent the recurrence of the raised issues.
Article 1: Purpose and Scope of Application
1.1. The purpose of this regulation is to establish a mechanism through which active postgraduate students of the MSc program can submit complaints about any academic or non-academic issues they may encounter during their studies at the Department. It also allows them to raise objections if their complaint is not accepted. This regulation applies to all students enrolled in the MSc program and covers complaints related to academic or administrative matters, including but not limited to:
- Disputes on study and attendance matters,
- Inappropriate behavior from academic or administrative staff,
iii. Insufficient information provided by academic or administrative staff.
1.2. This regulation applies to students of the MSc program in Chemical Engineering at the Aristotle University of Thessaloniki, titled: “Chemical and Biochemical Engineering: Health & Food”.
1.3. This regulation does not apply to any act or complaint under the jurisdiction of prosecutorial or judicial authorities.
Article 2: Definitions
2.1. A “complaint” is defined as any expression of dissatisfaction (oral or written) from a postgraduate student due to the denial of their expectations regarding the quality of services provided.
2.2. An “objection” is defined as any written and official expression of doubt or disagreement by a student regarding the decision-making of the Department’s competent body concerning their submitted request.
Article 3: Complaint Submission Procedure
Students can submit oral or written complaints when the actions or decisions of a Department member or collective body are inconsistent with:
- Study and attendance regulations,
- The Code of Ethics and/or prescribed procedures related to academic teaching and research,
- Rational use of facilities and infrastructure,
- Protection of intellectual property and intellectual rights,
- Proper work behavior,
- Equal treatment and equality,
- Prevention of harassment and sexual harassment.
Postgraduate students can express any request or objection related to their studies as follows:
- For issues related to academic content, students can approach the Academic Advisor of the Program.
- For matters requiring mediation between postgraduate students and faculty or administrative services of the institution, ensuring legality within the framework of academic freedom, addressing instances of mismanagement, and preserving the smooth operation of the institution, students can contact the Student Ombudsman of the institution. The Student Ombudsman ensures adherence to legality and academic ethics and addresses instances of mismanagement to maintain the smooth operation of the institution. The Student Ombudsman does not intervene in substantive matters related to teaching or grading in exams but only examines instances of arbitrariness or violation of ethical rules during the conduct of exams (written or oral).
- For violations of ethical and study quality rules, students can address the Ethics Committee of the institution.
- For issues related to gender discrimination, students can address the Gender Equality Committee.
- For matters concerning the protection of personal data, students can address the Data Protection Officer (DPO).
Article 4: Complaints/Objections Management Mechanism
The complaints/objections management mechanism may include the following stages:
Stage 1: Direct Resolution
Hearing: Examination of the postgraduate student’s complaint by a member of the Department’s Academic Personnel (D.A.P.). The postgraduate student reports the complaint to a D.A.P./Lecturer (to the responsible professor or the instructor of the course or the academic advisor), to the Director of the M.Sc. Program, or to a member of the administrative staff (to the head of the secretariat), depending on the nature of the complaint. The Department’s member reviews the complaint in collaboration with the student and proposes a solution. In cases where, after the completion of the direct resolution process, the student objects to the proposed solution or the situation remains problematic, the student may submit the complaint in writing to the Academic Advisor within 30 days from the appearance of the problem.
Stage 2: Official Resolution
Mediation: Examination of the postgraduate student’s complaint by the Academic Advisor. The Academic Advisor reviews the complaint in collaboration with the postgraduate student and proposes a solution. In this direction, the Academic Advisor, at his discretion, communicates with other members of the Department to seek their assistance, as part of their duties, in resolving the problem. Administrative Examination: Examination of the student’s complaint by the Department’s Head. In cases where, after the completion of the mediation process by the Academic Advisor, the student objects to the resolution or the situation remains problematic, the student may submit the complaint in writing to the Secretary, with the Department Head as the recipient, using the specific Complaints and Objections Submission Form, which includes the hearing and mediation process followed. The Department Head takes the necessary actions to examine/investigate the problem. Depending on the nature of the problem, he may call the student for a hearing and seek the assistance of any member or body of the Department or the Institution, or refer the complaint to the Department Assembly.
In cases where the Head refers the complaint to the Department Assembly, the decision is final, and the student cannot object or use the third stage of this procedure. Within a reasonable timeframe and depending on the nature and urgency of the issue, the student is appropriately informed of the outcome of the actions taken and the decisions made regarding the complaint.
Stage 3: Objection and Final Re-examination of the Problem/Complaint
Objection: Examination of the objection by the Department Assembly. In cases where, after the completion of the administrative examination of the complaint, the postgraduate student objects to the resolution or the situation remains problematic, the student may submit the complaint in writing again to the Department Assembly or the Program Committee, via protocol, using the specific Complaints and Objections Submission Form, which includes the hearing, mediation, and administrative examination process followed. In cases where the Head of the Department has already requested the assistance of the Department Assembly in the Administrative Examination stage, the student cannot object and use this step of the procedure. The decision made by the Department Assembly is final.
Article 5: File Keeping
All complaints and their resolution decisions, as well as their documentation, are kept in a file by the secretariat of the Department of Chemical Engineering until the graduation year of the complainants. This information always maintains its confidential nature and is accessible only to authorized personnel.
Article 6: Communication
The Department Assembly ensures that all students are aware of this regulation and the complaint procedure. The complaint submission process is available to all students through the M.Sc. Program’s website.
Article 7: Effective Date
This regulation comes into effect from the date of its approval by the Department Assembly and applies to complaints submitted after that date.