ShareAQU Catalunya updates its user service webpage
The Agency has redesigned the page in order to make it easier to use.
AQU Catalunya has updated the user service page on its website. Dedicated to channelling complaints, enquiries and suggestions from people who use the Agency’s services, the page offers various contact channels tailored to the different types of communications that may be submitted. If the matter concerns queries about calls, deadlines, criteria or procedures for academic staff evaluation, users should contact the email address of the Academic Staff Evaluation Area. If, on the other hand, the intention is to request information or submit suggestions or enquiries relating to other areas of AQU Catalunya’s activity, the website provides access to a user service form. Depending on the content entered in this form, it is forwarded to the competent area of the Agency.
The user service page, which can be accessed from the Contact section of the Agency’s website, also explains how to channel complaints from AQU Catalunya users. In addition to detailing how complaints are handled by the Agency once they are received, it specifies the requirements that submitted complaints must meet in order to be processed. Specifically, AQU Catalunya’s complaints handling policy states that complaints may not be anonymous; may not contain humiliating or offensive language; must be directly related to the tasks, processes or outcomes provided by the Agency; and may not refer to personal issues between a user and a centre or a degree programme—that is, they must be linked to the quality of degree programmes and centres.