ShareComplaints Handling
This complaints procedure enables any individual to express dissatisfaction with the way in which AQU Catalunya carries out its functions; with the conduct of individuals working at AQU Catalunya or acting under its responsibility —such as members of commissions and committees— or with any inaccurate information that AQU Catalunya may have provided. This procedure therefore does not apply to complaints regarding the outcomes of evaluations, which are dealt with through the appeals procedure for each evaluation process.
For all these reasons, any individual may submit a complaint if they:
- are not satisfied with the professional conduct or behaviour of AQU Catalunya staff or of any expert participating in a committee;
- identify a lack of quality, failure to meet deadlines, or errors in our activities, methodological materials, or the implementation of evaluation processes;
- consider that AQU Catalunya should be informed of any matter that may be relevant to its functions and that is affecting the quality of higher education institutions or degree programmes.
Before submitting a complaint to AQU Catalunya, the following should be taken into account:
If you are a member of the university community and wish to submit a complaint related to a degree programme, a higher education institution or a university, you should first follow the complaints procedure of your own institution, which should be available on its website.
Student support services or trade union representatives at your institution are also good starting points for obtaining advice and guidance on your case. In addition, all universities have an ombudsperson.
Who can submit a complaint?
Anyone has the right to submit a complaint.
How can a complaint be submitted?
AQU Catalunya provides a mailbox called User Services, which is the appropriate channel for submitting complaints. It can be found on the Agency’s website.
How will AQU Catalunya handle complaints?
Complaints must be justified, accurate and supported by evidence or examples. For this reason, AQU Catalunya will not process complaints that are false or that use humiliating or offensive language. Anonymous complaints will also not be accepted. AQU Catalunya will analyze the cause of the complaints or incidents that have been processed and will send a response to the person who submitted them within a period of fewer than 10 days.