MSc “Maternal Fetal Medicine”
Aristotle University School of Medicine
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Regulation for the Operation of the Student Complaints and Objections Management Mechanism

REGULATION
FOR THE OPERATION OF THE STUDENT COMPLAINTS
AND OBJECTIONS MANAGEMENT MECHANISM

According to the Decision of the Senate of the Aristotle University of Thessaloniki (AUTh), No. 78656/23.06.2023, “Approval of the Regulation of Postgraduate Studies Programmes of the Aristotle University of Thessaloniki (AUTh)” (Government Gazette 4084/B-23.06.2023), the following apply:

Article 22 – Management Mechanism for Postgraduate Student Complaints

Postgraduate students may express any complaint or objection related to their studies. For this purpose, a dedicated complaints management mechanism is implemented for each Postgraduate Programme (MSc) separately. The objective is the qualitative upgrade of the MSc’s operation, with full respect for all parties involved in the educational and research process, and primarily towards its recipients, to whom the program remains accountable. This procedure applies to all complaints/objections regarding the quality of educational, research, and administrative services provided by the Department.

Definitions:

  • Complaint: An expression of dissatisfaction (oral or written) by a student due to the non-fulfillment of expectations regarding the quality level of provided services.
  • Objection: Any written and formal statement of doubt or disagreement by a student regarding a decision made by a competent body of the Department concerning a submitted request.

The complaints management policy is addressed to active postgraduate students and aims to resolve disputes or problems, such as:

  • Disagreements on issues related to studies and attendance.
  • Inappropriate behavior by a member of the academic or administrative staff.
  • Inadequate information provided to students by members of the MSc.

During their studies, postgraduate students are entitled to specific rights and subject to obligations, as described in the Internal Regulation of the MSc. Students are expected to consult their Academic Advisor for guidance and support on matters concerning their studies. Students may submit an oral or written complaint when an action or decision by a Department member or a collective body is not in accordance with:

  • The regulations of studies and attendance.
  • The Code of Ethics and/or the prescribed procedures concerning academic teaching and research.
  • The rational use of facilities and infrastructure.
  • The protection of intellectual property and copyrights.
  • Proper professional and workplace conduct.
  • Equal treatment and equality principles.
  • The prevention of harassment and sexual harassment.

Postgraduate students may express any request or objection related to their studies as follows:

  • Academic Content: Students may consult the Academic Advisor of the Programme.
  • Mediation & Legality: For issues requiring mediation between students and faculty or administrative services, ensuring academic freedom, addressing maladministration, or safeguarding the Institution’s operation, students may contact the Student Advocate of the University. The Advocate does not intervene in substantive teaching or grading issues but examines instances of arbitrariness or ethical violations during examinations.
  • Ethics & Quality: For violations of ethical rules and study quality, students may contact the University Ethics Committee.
  • Gender Discrimination: For issues related to gender discrimination, students may contact the Gender Equality Committee.
  • Data Protection: For matters concerning personal data protection, students may contact the Data Protection Officer (DPO).

Stages of the Complaints/Objections Management Mechanism

Stage 1: Direct Resolution

HEARING: Examination of the student’s complaint by a faculty member. The student reports the issue to a member of the DEP / EDIP / ETEP (the supervisor, the course instructor, or the academic advisor) or an administrative staff member (Head of Secretariat), depending on the nature of the complaint. The staff member examines the issue with the student and proposes a solution. If the situation remains unresolved, the student may submit the complaint in writing to their Academic Advisor within 30 days.

Stage 2: Formal Resolution

MEDIATION: The Academic Advisor examines the complaint in collaboration with the student and proposes a solution, consulting other Department members if necessary.

ADMINISTRATIVE EXAMINATION: If mediation fails, the student may submit a written complaint to the Secretariat, addressed to the Head of the Department, using the formal Complaints & Objections Submission Form. The Head of the Department investigates the problem and may call the student for a hearing or refer the matter to the Department Assembly. If referred to the Assembly at this stage, the decision is final.

Stage 3: Objection and Final Review

OBJECTION: If the problem persists after the administrative examination, the student may resubmit the complaint to the Department Assembly or the Programme Committee via the official protocol, using the formal Form.
Note: If the Department Assembly has already ruled on the issue during Stage 2, no further objection can be filed. The decision of the Assembly is final.

Personal Data

“The MSc archives and manages information regarding students’ personal data in accordance with current legislation. All the above procedures must strictly follow and operate according to the General Data Protection Regulation (GDPR) and the AUTh Data Protection Policy to ensure full protection of postgraduate students.”

*Please note that the terms “student,” “students,” “professor,” and “professors” refer to all genders.

ARISTOTLE UNIVERSITY OF THESSALONIKI

FACULTY OF HEALTH SCIENCES

SCHOOL OF MEDICINE

POSTGRADUATE PROGRAMME (MSc)

……………………………………………………

STUDENT COMPLAINT FORM

TO: The MSc Programme Director / Academic Advisor ……………………………

FULL NAME: ……………………………………………………………………………………………………………..

FATHER’S NAME: …………………………………………………………………………………………………………..

STUDENT ID NUMBER (RN): …………………………………………………………………………………………..

TELEPHONE / MOBILE: …………………………………………………………………………………………………

EMAIL: ……………………………………………………………………………………………………………………….

DESCRIPTION OF COMPLAINT:

I hereby declare that I consent to the management of my personal data by the MSc Coordinator for the sole purpose of processing this formal complaint.

Thessaloniki, ……/……/20…… The Applicant

………………………………………
(Signature)

IN CASE OF INACCURATE INFORMATION, YOUR STATEMENT WILL NOT BE ACCEPTED.