Dealing with complaints

All quality representatives are contact persons for concerns relating to quality in teaching and learning. The central complaints office can be contacted for issues and concerns that cannot be resolved within the department, if a contact person outside the faculty is required or if the concerns relate to central institutions.

What concerns and issues can I raise with the quality officers and the central complaints office?

Everything that directly affects the quality of studies and teaching can be a topic: from the organisation of studies in individual degree programmes, courses, examinations, administration and service to infrastructure and conflicts with individuals. The Quality Officers are the people to contact if you have suggestions and proposals for improving the quality of teaching and learning, or if problems and conflicts arise that cannot be resolved with those initially responsible for them.

I am having problems with my studies. Can I get counselling here?

If you do not wish to submit a complaint or other feedback on the quality of your studies and teaching, please first contact the Student Advisory Service in your subject or study area and the Central Student Guidance and Counselling Services (ZSB) if you have any problems with your studies.

How can I submit my complaint or concern?

You can submit your complaint in writing via the contact form, by telephone or in person to the quality officers in the faculties or the central complaints office. The contact form asks for specific information that is helpful in finding the best possible solution to your concern. In the case of complaints, it is helpful if you also inform the quality officers whether or what action you have already taken and who is already involved in the process.

Can I speak as an individual or with a group of people?

You can contact the quality officers as an individual or as a group. Every request is processed in the same way, regardless of the number of people involved.

Will my enquiry be treated confidentially?

One of the fundamental principles of the quality officers is the principle of confidentiality. The information and personal data received on the various matters will always be treated as confidentially as you wish. Initially, only the quality officers have access to your details and documents. In addition, the quality officers comply with data protection regulations and only pass on your data and information to third parties with your consent.

Can the quality officers and the central complaints office help me directly?

The quality officers and the central complaints office receive complaints and feedback from students, review their appropriateness and endeavour to address any perceived deficits in the quality of studies and teaching in cooperation with the relevant departments. Of course, this also depends very much on your concerns. The quality officers will - with your consent - talk to all parties involved and try to find a solution that is helpful for you through neutral mediation.

What success can my complaint or feedback have?

The University of Wuppertal endeavours to offer its students optimal study conditions. Despite these efforts, deficits in the organisation of the respective degree programme cannot be completely ruled out. Even if an individual complaint is not necessarily settled satisfactorily for the complainant, it does help to eliminate an unsatisfactory study situation for future students and thus improve the overall quality of study and teaching.

When can I expect an answer or reaction?

As soon as we have received your complaint, we will confirm receipt and process your case. Simple questions will be answered immediately. You will be informed of the results immediately and personally. If necessary, we will ask you to come in for a personal meeting to discuss your situation in more detail. You are welcome to ask for an update in person after approximately one week.

What can the quality officers do?

The quality officers and the central complaints office are primarily advisory, moderating and mediating bodies that endeavour to find an appropriate solution to the concerns raised. They act as contact persons and mediators between the various interest groups at the university, review and coordinate proposals and endeavour to find amicable solutions and developments for all parties involved in conflict situations. On request, the contact persons will deal with problems and complaints relating to the quality of teaching and learning confidentially and anonymously. The quality representatives themselves are not authorised to issue directives, but have access to a large network in the various departments and the university and can act as neutral mediators to help reach an amicable agreement between the stakeholders involved.

What can the quality officers not do?

The quality representatives cannot provide legal advice or psychological counselling. For legal advice, please contact the free legal counselling service of the AStA.

For psychological counselling, please contact the Central Student Guidance and Counselling Services (ZSB).

What should be done first in the event of problems, complaints and conflicts?

In order to tackle problems in a reflected and targeted manner and to be able to resolve complaints and conflict situations in a conscious, well-founded and sustainable manner, you should consider the following questions and recommendations:

Realise what exactly the problem is that needs to be solved.
Define the goal or interest that you are aiming for when solving the problem.
If possible, first seek a direct personal dialogue with the people concerned.
In all cases, collect important documentation (e-mails, notifications, etc.).

How can complaints be formulated and addressed in a meaningful way?

Respectful and mutually appreciative interaction between the parties involved in a conflict is often the basis for a quick and mutually satisfactory conflict resolution. Below you will therefore find some behavioural recommendations that can help you in conflict situations, depending on the conflict situation:

In conflict situations, always act in a way that you can represent yourself.
Try to put yourself in the other person's shoes by changing your perspective and base your criticism on an understanding of the attitude and opinion of the person(s) or group(s) of people you are criticising.
Do not express complaints in the heat of the moment and out of a feeling of anger, but collect the relevant comments, reflect on the situation and circumstances and then make your complaint with a little distance and a critical eye.
Maintain the principles of politeness even when you are emotionally charged and use appropriate wording. In this way, you can communicate objectively in the spirit of your concern and exclude obstructive personal differences.
Avoid insults or personal attacks and do not give your communication partner any reason to refer to other circumstances that do not solve your problem.
Factual argumentation or the formulation of a request is often more powerful than the mere expression of an order, especially as the latter is always linked to hierarchical structures.
Offer solutions yourself that you consider sensible and possible without interfering too much in the decision-making authority and expertise of the recipient. Suggestions and ideas should also be labelled as such.
Be aware that in some cases a compromise proposal may be necessary and that your demands and requirements may not be able to be fully met under certain circumstances.

Is there a difference between a complaint and an objection?

Yes, in contrast to a complaint to the quality officers or the central complaints office, an appeal against a decision of the University of Wuppertal is a formal procedure in which your application is also legally examined internally. The Complaints and Improvement Management works purely informally. If you wish to lodge an objection against academic achievements or credits etc., please contact the relevant subject examination board. You can find an overview on the pages of the central examinations office in the information on the respective degree programme.

Who will find out that I have contacted the quality officers or the central complaints office?

All your information will of course be treated confidentially. Nobody will find out about your concern; confidentiality is very important in this context. You can ask for anonymised processing of the matter with regard to any relevant authorities whose expertise may be required to assess the facts of the case. In this way, you can be offered protection in even highly individualised matters, as neither the number of incoming reports (persons) nor personally identifying aspects (such as gender or nationality) are reported. Data protection regulations are complied with. Your personal data will not be passed on. Agreed confidentiality is maintained at all times.

I fear disadvantages if I complain.

Your fears are understandable, but in our experience they are not justified. The contact persons will assure you that all information you provide will be treated confidentially. Nothing will be done against your wishes or without prior consultation with you.

Can I also contact the quality officers or the central complaints office anonymously?

Complaints received anonymously will not be processed, as there is no opportunity for the quality officers to ask questions or provide an answer or feedback. We ask for your understanding. However, depending on the issue, it may be possible to anonymise your complaint or submission for further processing (see above). Please discuss this - if desired - with the quality officers.

What happens after I have contacted the quality officers or the central complaints office?

The processing of your request usually comprises the following process steps:

Presentation of the problem or idea to the quality officer and, if necessary, inspection of the available documents (receipts, e-mail histories, etc.).
Clarification of open questions and explanation of the next steps by the quality officer, if necessary in a personal meeting.
Research into the issue at hand and/or discussions with the responsible parties in terms of research and problem solving.
Subsequent assessment, counselling and (action) recommendation for those affected.
Ongoing communication with those affected regarding the status quo and next steps.
Conclusion of the matter at hand.
Of course, the course of the matter depends on various factors such as the topic or objective of the enquirer and the nature of the matter.

Can my complaints and feedback really make a difference?

By all means! Only through you does the University of Wuppertal have the opportunity to develop measures to improve study conditions in line with your needs. And you can actively contribute to improving the quality of your own and general study conditions. Individual feedback (anonymised) and the results of the student and graduate surveys are incorporated into the further development of the degree programmes as part of the so-called Bologna Check.