Preamble
The present regulation aims to establish a mechanism for the submission of complaints and appeals by students of the School of Political Sciences of the Aristotle University of Thessaloniki concerning academic or administrative matters they may encounter during their studies within the School.
The purpose of this regulation is to ensure that students’ concerns are heard and addressed promptly and effectively, with full respect for their rights and dignity. It seeks to promote transparency, accountability, and fairness in the handling of complaints.
All authorities of the School are committed to addressing complaints in a timely and effective manner and to implementing measures to prevent the recurrence of the issues raised.
Article 1: Purpose and Scope
1.1. The purpose of this regulation is to provide a mechanism through which students may submit complaints regarding any academic or non-academic matters they may face during their studies in the Programme, and to lodge appeals should their complaint not be upheld.
This regulation applies to all students enrolled in the Programme and covers complaints related to academic or administrative issues, including, but not limited to:
• The admission process.
• The quality of teaching.
• Assessment and grading.
• Facilities and infrastructure.
• Student services provided by the School.
• Issues of discrimination and harassment.
1.2. This regulation covers students of all three cycles of study (including postgraduate programmes in which the School acts as the coordinating unit), as well as students enrolled or attending through exchange programmes (such as Erasmus).
1.3. Each Postgraduate Programme of the School, or one in which the School acts as the coordinating unit, may, if it so decides and upon approval by its governing body, adopt a specific complaints mechanism for that Programme and its students, in accordance with the provisions set out below.
1.4. This regulation does not apply to any act or complaint already under investigation by prosecuting or judicial authorities.
Article 2: Definitions
2.1. A “complaint” is defined as any expression of dissatisfaction by a student concerning any academic or non-academic matter affecting him/her and related to his/her studies within the School.
2.2. An “appeal” is defined as any challenge by the complainant to the decision taken by the staff member responsible for handling complaints.
Article 3: Designated Complaints Officer
3.1. At the beginning of each academic year, the Assembly of the School shall appoint a member of the teaching or laboratory staff (DEP or EDIP) as the Designated Complaints Officer, responsible for receiving complaints, for a term of one year.
3.2. The Designated Complaints Officer shall be accessible to students by establishing regular weekly office hours and offering alternative methods of communication (such as email or videoconference). Office hours and alternative means of contact shall be published on the School’s website and updated promptly in case of changes.
Article 4: Complaints Procedure
4.1. Students must first attempt to resolve the issue directly with the member of academic or administrative staff concerned. If the matter cannot be resolved in this way, the present procedure shall apply.
4.2. Students shall submit their complaint in writing or via email to the School Secretariat. The Secretariat shall assign a registration number to the complaint and forward it without delay to the Complaints Officer and to the Head of the School or, where applicable, the Director of the Postgraduate Programme (for postgraduate students).
If the complaint concerns the Designated Complaints Officer personally, it shall not be forwarded to him/her; instead, the Head of the School or the Director of the Postgraduate Programme shall appoint an ad hoc member of staff (DEP or EDIP) to handle the specific case.
The complaint must include the following information:
• A detailed description of the issue(s) and surrounding circumstances.
• The name and contact details of the complainant.
• Any supporting documents or evidence, where available.
4.3. The Complaints Officer shall acknowledge receipt of the complaint in writing or by email within three (3) working days of receipt.
4.4. The Designated Complaints Officer shall investigate the complaint thoroughly and impartially. The investigation shall include:
• Collection of relevant information and evidence.
• Interviews or discussions with the complainant and any other parties involved.
• Giving the complainant the opportunity to respond to any information gathered.
4.5. The Designated Complaints Officer shall seek to resolve the complaint as promptly as possible. Resolution may include:
• Providing an explanation or an apology to the complainant.
• Offering redress or a remedy for the issue(s) raised.
• Implementing corrective actions to prevent recurrence of the issue(s).
• If the Complaints Officer determines that a disciplinary offence has been committed by the accused (academic or administrative staff), he/she shall inform the Assembly of the School, which may refer the matter to the competent university disciplinary authorities.
4.6. The decision and final response to the complaint shall be sent to the complainant within fourteen (14) working days of receipt of the complaint. The response shall describe the measures taken during the investigation and the resolution reached. In exceptional and duly justified cases, this period may be extended by one (1) week.
The response shall also be forwarded to the Secretariat, which shall assign it a registration number.
4.7. All correspondence and documents relating to the examination and resolution of the complaint are confidential. All parties involved are bound not to disclose or share such information with any third party.
Article 5: Appeals Procedure
5.1. If the complaint is not resolved at this stage or the complainant is not satisfied with the decision of the Complaints Officer, the student may lodge an appeal with the Dean of the Faculty. The appeal must be submitted to the Dean’s Secretariat no later than two (2) working days after receipt of the complaint decision.
5.2. The Dean shall review the appeal, have access to the full case file, and may, if deemed appropriate, invite the appellant or any other relevant persons for a discussion.
The Dean shall issue a decision within twenty (20) working days of receipt of the appeal. The decision shall be communicated to the appellant and to the Secretariat of the School, which shall assign a registration number.
Article 6: Record Keeping
All complaints, decisions, and supporting documentation shall be kept on file by the Secretariat of the School of Political Sciences until the complainant’s year of graduation. These records shall remain confidential and accessible only to authorised personnel.
Article 7: Protection from Retaliation
The School and its governing bodies shall not tolerate any form of retaliation against students who submit a complaint. Any such acts of reprisal shall constitute a violation of the Aristotle University of Thessaloniki’s Code of Ethics and may result in disciplinary sanctions.
Article 8: Confidentiality
All complaints and related investigations shall be handled in strict confidence. The Assembly of the School shall take appropriate measures to protect the privacy of complainants and any other parties involved.
Article 9: Training and Professional Development
The Assembly of the School shall give priority to providing Complaints Officers with opportunities for further training, continuous professional development, and participation in international cooperation programmes on academic complaint-handling policies and practices.
Article 10: Evaluation and Feedback
10.1. The Assembly of the School, upon recommendation from the School’s Quality Assurance Committee (OMEA), shall establish a procedure for evaluating the complaints mechanism. This shall include annual feedback from students, teaching staff, and other stakeholders, considering criteria such as student satisfaction, effectiveness of the mechanism, and compliance with the School’s policies and procedures.
10.2. At the end of each academic year, the Assembly of the School shall distribute a questionnaire to all the parties involved (teaching staff, students, administrative staff) — which may be linked to the general course and infrastructure evaluation questionnaire — assessing the operation and performance of the complaints mechanism.
10.3. The OMEA shall be responsible for initiating the evaluation process and drafting the questionnaire.
Article 11: Complaints Mechanisms for Postgraduate Programmes
11.1. The governing body of a Postgraduate Programme (Coordinating Committee or Programme Committee) may adopt and implement a separate complaints mechanism for its students, in accordance with Article 3 above. In such a case, the Assembly of the School shall be informed immediately.
Once a separate mechanism is approved for a Postgraduate Programme, the present regulation shall no longer apply to students of that Programme.
11.2. The Complaints Officer for a Postgraduate Programme must be a member of the staff (DEP or EDIP) teaching in that Programme. The appeals process shall be the same as described above.
11.3. The duties, term, submission, registration, examination, and resolution procedures — as well as confidentiality and anti-retaliation provisions — for a Postgraduate Programme’s complaints mechanism shall be consistent with those set out in this regulation, mutatis mutandis.
11.4. The governing body of a Postgraduate Programme may, at any time and by decision, reintegrate its specific complaints procedure into this regulation of the School of Political Sciences.
Article 12: Communication
The Assembly of the School shall ensure that all students are informed of this regulation and the complaints procedure. The complaints process shall be made available to all students via the School’s website and the student handbook.
Article 13: Review of the Regulation
13.1. This regulation shall be reviewed every two years by the Assembly of the School to ensure its continued effectiveness. Any necessary updates or amendments shall be made in consultation with all relevant stakeholders, including students.
13.2. Any revised version of the regulation shall apply to complaints submitted after the date of its entry into force.
Article 14: Entry into Force
14.1. This regulation enters into force on the date of its approval by the Assembly of the School and applies to complaints submitted thereafter.
14.2. If the Aristotle University of Thessaloniki adopts a unified complaints mechanism regulation, the present regulation shall be repealed and replaced by the corresponding university regulation, insofar as any conflicting provisions are concerned.