Master's Program in Critical Care Nursing
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Regulation on the Complaints Mechanism

Regulation for the Operation of the Complaint and Appeal Management Mechanism for Postgraduate Students

School of Medicine

Postgraduate Study Programme “Critical Care Nursing”

REGULATION FOR THE OPERATION OF THE COMPLAINT AND APPEAL MANAGEMENT MECHANISM

The MSc Programme “Specialization in Intensive Care Unit Nursing” fully adopts the decision of the Senate of the Aristotle University of Thessaloniki, No. 78656/23.06.2023, entitled “Approval of the Regulation of Postgraduate Study Programmes of the Aristotle University of Thessaloniki (AUTH)” (Government Gazette 4084/B/23.06.2023), in Article 22 of which the complaint and appeal management mechanism is described. According to this Article, the following apply:

Article 22 – Complaint Management Mechanism for Postgraduate Students

Postgraduate students may express any complaint or appeal related to their studies; for this purpose, a complaint management mechanism is implemented separately in each Postgraduate Study Programme. The aim is the qualitative enhancement of the Programme’s operation, with full respect for all parties involved in the educational and research process, and especially for its recipients, to whom the Programme is accountable. This procedure applies to all complaints/appeals related to the quality of the educational, research, and administrative services provided by the Department.

A Complaint is defined as any expression of dissatisfaction (oral or written) by a student of the Department due to unmet expectations regarding the quality level of the services provided.

An Appeal is defined as any formal written expression of doubt or objection by a student regarding a decision made by the competent body of the Department in relation to their request.

The complaint management policy is addressed to active postgraduate students and aims at resolving disagreements or issues such as:

  • disputes concerning study and attendance matters
  • inappropriate behavior by academic or administrative staff
  • insufficient information provided to students by members of the MSc Programme

Rights and Obligations of Students

Postgraduate students are subject, during their studies, to both rights and obligations, as defined in the Programme Regulations. They are also expected to contact their Academic Advisor for guidance and support on issues related to their studies and attendance.

Students may submit an oral or written complaint when an action or decision of a member of the Department or a collective body is inconsistent with:

  • study and attendance regulations
  • the Code of Ethics and/or established procedures concerning teaching and research
  • the proper use of facilities and infrastructure
  • the protection of intellectual property and copyright
  • appropriate professional conduct
  • principles of equality and equal treatment
  • the prevention of harassment and sexual harassment

Submission of Requests and Appeals

Postgraduate students may submit any request or appeal related to their studies as follows:

  • For academic matters related to their studies, students may contact the Academic Advisor of the Programme.
  • For issues requiring mediation between students and faculty or administrative services, ensuring legality within the framework of academic freedom, addressing maladministration, and safeguarding the proper functioning of the Institution, students may contact the Student Ombudsperson. The Ombudsperson ensures compliance with legality, academic ethics, and order, and addresses maladministration issues. The Ombudsperson does not intervene in matters of academic judgment (e.g. teaching content or grading), but only examines cases of arbitrariness or violation of ethical rules during examinations.
  • For violations of ethical rules and 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 issues concerning personal data protection, students may contact the Data Protection Officer (DPO).

Complaint and Appeal Handling Procedure

The complaint/appeal management mechanism may include the following stages:

Stage 1: Direct Resolution

HEARING: Examination of the complaint by a faculty member of the MSc Programme.
The postgraduate student reports the complaint to a member of academic staff (faculty member, teaching staff, or Academic Advisor) or administrative staff (Head of Secretariat), depending on the nature of the complaint.

The staff member examines the complaint in cooperation with the student and proposes a solution.

If, after completion of this process, the student disagrees with the proposed solution or the issue persists, the student may submit a written complaint to their Academic Advisor within 30 days from the occurrence of the problem.

Stage 2: Formal Resolution

MEDIATION: Examination of the complaint by the Academic Advisor.
The Academic Advisor reviews the complaint in collaboration with the student and proposes a solution. If deemed necessary, the Advisor may consult other members of the Department to assist in resolving the issue.

ADMINISTRATIVE REVIEW: Examination by the Head of the Department.
If the issue remains unresolved, the student may submit a written complaint to the Secretariat addressed to the Head of the Department, using the official Complaint & Appeal Submission Form, including details of the previous stages followed.

The Head of the Department undertakes the necessary actions to investigate the issue and may:

  • invite the student for a hearing
  • request input from relevant individuals or bodies
  • refer the matter to the Department Assembly

If the complaint is referred to the Department Assembly at this stage, its decision is final and no further appeal (Stage 3) is permitted.

The student is informed within a reasonable timeframe about the outcome.

Stage 3: Appeal and Final Review

APPEAL: Examination by the Department Assembly.
If, after administrative review, the student continues to object or the issue persists, they may submit a formal appeal to the Department Assembly or Programme Committee through official protocol, using the designated form and documenting all prior stages.

If the case has already been examined by the Department Assembly in Stage 2, no further appeal is allowed.

The decision of the Department Assembly is final.

Personal Data Protection

The MSc Programme archives and processes students’ personal data in accordance with applicable legislation. All procedures must comply with the AUTH Personal Data Protection Regulation, ensuring full protection of postgraduate students.

Note: The terms “student(s)” and “professor(s)” refer to all genders.

Aristotle University of Thessaloniki

Faculty of Health Sciences
School of Medicine

Postgraduate Study Programme
“Critical Care Nursing”

COMPLAINT SUBMISSION FORM

To the Programme Coordinator / Academic Advisor

Full Name: ……………………………………………………………………………
Father’s Name: ………………………………………………………………………
Student ID Number: …………………………………………………………………
Telephone/Mobile: ……………………………………………………………………
Email: …………………………………………………………………………………

Please describe your complaint:

…………………………………………………………………………………………
…………………………………………………………………………………………

I hereby declare that I consent to the processing of my personal data by the responsible authority of the MSc Programme for the purpose of handling this complaint.

Thessaloniki, ………………………

The Applicant
………………………………………

Note: If the submitted information is inaccurate, the complaint will not be accepted.

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