School of Agriculture AUTh
Postgraduate Studies Program
«Soil, Water, Energy Resources and Agricultural Environment Management»
Μ3.2. Regulation of the Mechanism for Handling Complaints and Postgraduate Student Appeals
21 /January/ 2024
«Personal Data
The Postgraduate Studies Program (PG.S.P.) manages and archives information concerning students’ personal data in accordance with the applicable legislation. All procedures must comply with the Data Protection Regulation of Aristotle University of Thessaloniki (A.U.Th.) to ensure complete protection of postgraduate students. »
REGULATION OF THE MECHANISM FOR HANDLING COMPLAINTS AND POSTGRADUATE STUDENT APPEALS
In accordance with the decision of the Senate of Aristotle University of Thessaloniki No. 78656/23.06.2023 “Approval of the Regulation of Postgraduate Study Programs of Aristotle University of Thessaloniki (A.U.Th.)” (Official Journal of the Hellenic Republic 4084/B-23.06.2023), the following provisions apply:
Article 22
Mechanism for Handling Postgraduate Student Complaints
Postgraduate students may express any complaint or appeal related to their studies, and for this purpose, a complaint-handling mechanism is applied separately in each Postgraduate Program. The aim is to improve the quality of the operation of the Postgraduate Program, with full respect for all those involved in the educational and research process, and even more so for its beneficiaries, to whom it is accountable. This procedure applies to all complaints or appeals regarding the quality of the Department’s educational, research, and administrative services.
A Complaint is defined as the expression of dissatisfaction (either orally or in writing) by a student of the Department due to unmet expectations regarding the quality level of the services provided.
An Appeal is defined as any written and formal expression of doubt or disagreement by a student concerning a decision made by the competent body of the Department regarding the request he/she has submitted.
The complaint-handling policy is addressed to active postgraduate students and aims to resolve disagreements or issues such as:
- Disagreement on matters related to studies and attendance
- Inappropriate behavior by a member of the academic or administrative staff
iii. Insufficient information provided to students by a member of the academic or administrative staff.
During their studies, postgraduate students hold both rights and obligations, as described in the Operating Regulation of the Postgraduate Program. They are also required to consult their Academic Advisor for guidance and support regarding their studies and attendance. Students may submit an oral or written complaint when an action or decision by a member of the Department or a collective body is not consistent with:
- the regulations concerning studies and attendance
- the Code of Conduct and/or the prescribed procedures related to academic teaching and research
- the rational use of facilities and infrastructure
- the protection of intellectual property and copyright
- appropriate professional conduct
- equal treatment and equality
- the prevention of harassment and sexual harassment
Postgraduate students may express any request or appeal related to their studies as follows:
- For academic matters related to their studies, postgraduate students may consult the Academic Advisor of the Program.
- For issues requiring mediation between postgraduate students and faculty members or the administrative services of the Institution, ensuring compliance with legality within the framework of academic freedom, addressing cases of maladministration, and safeguarding the smooth operation of the Institution, students may contact the Student Ombudsperson of the Institution. The Ombudsperson ensures compliance with legality, academic ethics, and order within the context of academic freedom, and addresses cases of maladministration in order to preserve the proper functioning of the Institution. The Ombudsperson does not intervene in substantive matters of teaching or examination grading but only examines incidents of arbitrariness or violations of ethical rules during examinations (written or oral).
- For violations of the Code of Ethics and the quality of studies, students may contact the Ethics Committee of the Institution.
- For issues related to gender discrimination, students may contact the Gender Equality Committee.
- For matters concerning the protection of personal data, students may contact the Data Protection Officer (DPO).
The complaint/appeal handling mechanism may include the following stages:
Stage 1: Direct Resolution
HEARING: examination of the postgraduate student’s complaint by a faculty member of the Postgraduate Program. The postgraduate student reports the complaint to a faculty member (course instructor, academic advisor, or administrative staff, such as the head of the Secretariat), depending on the nature of the complaint. The Department member examines the complaint in consultation with the student and proposes a solution. If, upon completion of the direct resolution process, the student disagrees with the proposed solution or the situation remains problematic, he/she may submit the complaint in writing to his/her Academic Advisor within 30 days from the date the issue occurred.
Stage 2: Official Resolution
MEDIATION: Examination of the postgraduate student’s complaint by the Academic Advisor. The Academic Advisor reviews the complaint in consultation with the postgraduate student and proposes a solution. For this purpose, the Academic Advisor may, at his/her discretion, contact other members of the Department in order to request their assistance, as required by their duties, in resolving the issue.
ADMINISTRATIVE REVIEW: Examination of the student’s complaint by the Head of the Department. In cases where, after the completion of the mediation process by the Academic Advisor, the student objects to the proposed resolution or the situation remains problematic, he/she may submit the complaint in writing to the Secretariat, addressed to the Head of the Department, using the specific Complaint & Appeal Submission Form, which also indicates, among other information, the hearing and mediation process already followed. The Head of the Department takes the necessary actions to examine and investigate the issue. Depending on the nature of the problem, he/she may summon the student for a hearing and request 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 of the Department refers the complaint to the Department Assembly, the decision is final, and the student may not file an appeal or make use of the third stage of this procedure. The student is informed in a timely manner and according to the nature and urgency of the issue about the outcome of the actions taken and the decisions made regarding the complaint.
Stage 3: Appeal and Final Review
APPEAL: Examination of the appeal by the Department Assembly. If, after the completion of the administrative review process, the postgraduate student still disputes the proposed resolution or the situation remains problematic, he/she may resubmit the complaint in writing to the Department Assembly or the Program Committee, through the Secretariat’s protocol office, using the specific Complaint & Appeal Submission Form, which indicates, among other information, the hearing, mediation, and administrative review procedures already followed. In cases where the Head of the Department has already requested assistance from the Department Assembly during the Administrative Review stage, the student may not submit an appeal or make use of this step in the process. The decision made by the Department Assembly in this case is final.
It is noted that the terms “student”, “students”, “professor”, and “professors” refer to all genders.