Purpose
The complaints management policy is aimed at active students of the Department of Civil Engineering of the University of the Peloponnese and aims to resolve disputes or problems, such as:
1. Disagreements on issues related to studies and student life.
2. Inappropriate behavior by a member of the academic or administrative staff.
3. Inadequate guidance of students by a member of the academic staff.
4. Inadequate guidance of students by a member of the administrative staff.
 

Scope of Application
Verbal and/or written complaints are submitted when an action or decision by a member of the Department's staff is not in accordance with:
1. The Rules of Study and Attendance.
2. The Codes of Conduct and/or relevant Policies concerning:
o Teaching
o Research
o Acceptable Use of Information and Communication Services and Systems
o Intellectual Property and Copyright
o Protection of Personal Data
o Protection of Personal Data
o Research-Oriented Postgraduate Studies
o Work Behavior
o Equality and Combating Discrimination
o Combating Harassment and Sexual Harassment

Any other policy/regulation/rule and/or circular governing the operation of the University and falling within the scope of teaching and studying.
It is understood that students are required to study the content of the above Rules, Regulations, and Codes in order to be aware of their rights and obligations during their studies at the Department.

Students are also expected to contact the Academic Advisor for guidance and support on issues that concern them and relate to or affect their studies and attendance. Academic Advisors are expected to respond promptly to relevant student requests.

Complaint categories
The following three thematic categories are distinguished, in which student complaints may arise.

Academic issues
This thematic category includes complaints concerning:
Teaching of a course or laboratory
Feedback/communication with lecturers/supervising professors 
Exams.

Study and student life support services
This category includes complaints concerning:
i. Studies and Student Welfare (enrollment, exam schedule,
housing, financial or other support)
ii. Department Secretariat
iii. Facilities
iv. International student mobility
v. Financial issues
vi. Library issues
vii. Labor issues
viii. Health and safety issues
ix. Issues of physical access to the university campus
x. Issues of electronic access

Harassment Issues
This category includes complaints concerning harassment
of any kind, as well as issues of sexual harassment.
Important note: Complaints about the cases mentioned below
are only regulated by the resolution and/or appeal procedures, as defined
in the respective Policies, Codes of Conduct, or Study Regulations of the
University of the Peloponnese:
i. Automatic termination of studies
ii. Accommodation in student residences
iii. Course grading
iv. Harassment and Sexual Harassment
 

Complaint Submission Procedure

Stage 1: Direct resolution
The student, in accordance with the guidance received from his/her Academic Advisor, is encouraged to contact the person responsible for the complaint directly in order to explore resolution or service options.
The student must submit their complaint within 30 days of the problem arising.
It should be noted that complaints may also be submitted through student representatives.

Stage 2: Formal resolution
In cases where, after completion of the direct resolution process, the student objects to the proposed resolution or the situation remains problematic, he/she may submit a written complaint within 30 days:
1. To the Chair of the Department for issues described in the Academic Issues section.
2. To the Heads of Services or Entities of the University of the Peloponnese for issues described in the Study Support and Student Life Services section. Complaints falling under this category may also be submitted through the Department Chair. 
Requests addressed to the Department Chair or the Department Secretariat must be submitted electronically and/or in writing. For requests concerning the Department:
1. Within 10 working days, the student is informed of the progress of their request.
2. The Chair or the Head of the Secretariat shall take the necessary steps to examine/investigate the problem.
3. Depending on the nature and urgency of the issue, the student is informed within a reasonable period of time about the
outcome of the actions taken and the decisions made in relation to the issue.

Stage 3: Objection and Final Review
If the student still disagrees with the decision made by the Chair or the Department Secretariat, they may submit an objection.

The objection is examined within 10 working days and the student is informed of the outcome by email from the Chair or the Department Secretariat. Any decision taken during the review is final.

Complaint form