Dealing with complaints

All Quality Officers are points of contact for concerns relating to the quality of teaching and learning. Students may contact the Central Complaints Office for issues and concerns that cannot be resolved within the respective subject area, where a point of contact outside the faculty is preferred, or where central administrative units are concerned.

What types of concerns and issues can I raise with the Quality Officers and the Central Complaints Office?

Any matter directly related to the quality of teaching and learning may be raised, including study organisation within individual degree programmes, teaching, examinations, administration and services, infrastructure, and conflicts with individual members of staff. The Quality Officers are the appropriate points of contact if you have suggestions or proposals for improving the quality of teaching and learning, or if you encounter problems or conflicts that cannot be resolved with those who are initially responsible.

I am experiencing difficulties with my studies. Can I recieve advice or support here?

If you do not wish to submit a complaint or other feedback regarding the quality of teaching and learning, please contact your subject-specific academic advisory service or the Central Student Guidance and Counselling Services (ZSB) first if you are experiencing difficulties with your studies.

How can I submit my complaint or concern?

You can submit your complaint in writing using the Contact Form, or by telephone or in person to the Faculty Quality Officers or the Central Complaints Office. The contact form asks for the information required to help ensure that your concern can be dealt with as effectively as possible. If you are submitting a complaint, it is helpful if you also inform the Quality Officers of any steps you have already taken and who has already been involved in the matter.

Can I submit a complaint as an individual, or also as part of a group?

You may contact the Quality Officers either individually or as part of a group. Every concern is handled in the same way, regardless of the number of people involved.

Will my enquiry be treated confidentially?

Confidentiality is one of the fundamental principles guiding the work of the Quality Officers. All information, personal data and documentation relating to the concerns submitted are treated confidentially and only to the extent that you wish. Initially, only the Quality Officers have access to the information and documents you provide. In addition, the Quality Officers comply with all applicable data protection regulations and will only disclose your personal 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, assess their appropriateness, and endeavour to address perceived shortcomings in the quality of teaching and learning in cooperation with the responsible departments. The outcome will, of course, depend on the nature of your concern. With your consent, the Quality Officers will speak to all parties involved and try to find a solution that is helpful for you through neutral mediation.

How successful can my complaint or feedback be?

The University of Wuppertal is committed to providing its students with the best possible learning environment. Despite these efforts, shortcomings in the organisation of individual degree programmes cannot be entirely ruled out. Even if an individual complaint cannot always be resolved to the complete satisfaction of the complainant, it can nevertheless help to improve unsatisfactory study conditions for future students and thereby contribute to the overall enhancement of the quality of teaching and learning.

When can I expect a response?

Once we have received your complaint, we will acknowledge receipt and begin processing your case. Straightforward enquiries will be answered promptly. You will be informed personally and without delay about the outcome. Where appropriate, we may invite you to a meeting to discuss your situation in more detail. You are also welcome to contact us after approximately one week to enquire about the current status of your case.

What can the Quality Officers do?

The Quality Officers and the Central Complaints Office primarily act as advisory, moderating and mediating bodies, seeking appropriate solutions to the concerns brought to their attention. They serve as points of contact and act as impartial intermediaries between the various stakeholder groups within the University, reviewing and coordinating proposals and working towards mutually acceptable solutions in situations of conflict. Upon request, concerns and complaints relating to the quality of teaching and learning can be dealt with confidentially and anonymously. Although the Quality Officers have no decision-making authority, they have access to an extensive network across the University and, as impartial mediators, can help to facilitate mutually acceptable solutions between the parties involved.

What can the Quality Officers not do?

The Quality Officers cannot provide legal advice or psychological counselling. If you require legal advice, please contact the legal counselling service of the AStA.

If you require psychological support, please contact the Central Student Guidance and Counselling Services (ZSB).

What should be done first in case of cocerns, complaints and conflicts?

To adress problems in a considered and constructive manner, and to resolve complaints and conflicts effectively and sustainably, we recommend taking the following points into account: :

Be clear about the nature of the problem that needs to be resolved.
Define the objective or outcome you wish to achieve.
Where possible, first seek a direct personal conversation with the person or persons concerned.
In all cases, keep any relevant documentation, such as emails, official letters or notices, to support your case.

How should complaints be formulated and addressed appropriately?

Respectful and considerate communication between the parties involved in a conflict is often provides the foundation for a promt and satisfactory resolution. The following recommendations may help you deal with conflict situations in a constructive and effective manner:

Always act in a way that is consistent with your own values and principles.
Try to see the situation from the other person´s perspective. Base your criticism on an understanding of their views and opinions and, where appropiate, the constraints arising from their role or responsibilities.
Do not submit a complaint in the heat of the moment or out of frustration. Instead, gather the relevant information, reflect on the situation and circumstances, and then present your complaint after allowing yourself some time to consider the matter objectively.
Even in emotionally challenging situations, remain polite and use appropriate language. This will help you communicate your concerns objectively and avoid unnecessary personal conflict.
Avoid insults or personal attacks, and do not give other the party reasons to focus on issues unrelates to resolving your concern.
A well-reasoned argument or carefully formulated request is often more effective than simply making demands, particulary as demands are frequently associated with hierarchical structures.
Where appropriate, suggest solutions that you consider reasonable and feasible, while respecting the decision-making authority and professional expertise of those involved. Make clear that these are suggestions rather than demands
Be aware that, in some cases a compromise proposal may be necessary and that your expectations and requests cannot always be met in full due to the circumstances.

Is there a difference between a complaint and an objection?

Yes. Unlike a complaint submitted to the Quality Officers or the Central Complaints Office, an objection to a decision of the University of Wuppertal is a formal procedure. As part of this procedure, your case will also be subject to a legal review. The complaints and quality enhancement process, by contrast, is entirely informal.
If you wish to lodge an objection to examination results, the recognition of prior learning, or other examination-related decisions, please contact the relevant Examination Board. An overview can be found on the webpages of the Central Examinations Office under the information for your respective degree programme.

Who will be informed that I have contacted the Faculty Quality Officers or the Central Complaints Office?

All information you provide will, of course, be treated in strict confidence. Your concern will not be disclosed to anyone without your consent. Confidentiality is of the utmost importance in the handling of all concerns.
If necessary, you may request that your case be handled anonymously in relation to the relevant departments or offices whose expertise may be required to assess the matter. This helps to protect your identity, even in highly individual cases, as neither the number of reports received nor personally identifiable information, such as gender or nationality, will be disclosed.
All applicable data protection regulations are observed. Your personal data will not be shared with third parties, and any agreed level of confidentiality will be maintained at all times.

I am concerned that I may face disadvantages if I submit a complaint.

Your concerns are entirely understandable. However, based on our experience, they are generally unfounded. The Quality Officers assure you that all information you provide will be treated in strict confidence. No action will be taken without your consent or without discussing it with you beforehand.

Can I also contact the Quality Officers or the Central Complaints Office anonymously?

Anonymous complaints cannot be processed, as the Quality Officers have no means of asking follow-up questions or providing a response or feedback. We appreciate your understanding.
Depending on the nature of your complaint or concern, however, it may be possible for your case to be anonymised during the subsequent handling of the matter (see above). If you would like this, please discuss it with the Quality Officers.

What happens after I have contacted the Quality Officers or the Central Complaints Office?

The handling of your concern will generally involve the following steps:

Presentation of the problem or idea to the Quality Officers, together with any relevant supporting documentation (e.g. evidence, email correspondence).
Clarification of any outstanding questions and an explanation of the next steps by the Quality Officers, where appropriate during a personal meeting.
Review of the concern and, where necessary, discussions with the relevant parties in order to gather information and work towards a solution.
Assessment of the matter, followed by advice and recommendations for the person concerned.
Ongoing communication with the person concerned regarding the current status of the case and the next steps.
Closure of the case.

Please note that the exact process will depend on a range of factors, including the nature of the concern, the objectives of the person raising it, and the specific circumstances of the case.

Can my complaints and feedback really make a difference?

Absolutely! Only through your feedback can the University of Wuppertal develop measures to improve study conditions that are tailored to students' needs. In this way, you can actively contribute to enhancing both your own study experience and the overall quality of teaching and learning.
Once anonymised, individual feedback, together with the results of student and graduate surveys, is incorporated into the further development of degree programmes as part of the Bologna Check process.

Are the Quality Officers or the Central Complaints Office required to provide information about complaints?

The Quality Officers are not required to report individual cases to anyone, and students are assured of complete confidentiality. Only statistical data and, where appropriate, anonymised summaries of the concerns received are presented at meetings of the Central Quality Enhancement Committee. These reports do not allow any conclusions to be drawn about the individuals concerned, those who raised the concerns, or the respective subjects or faculties, thereby ensuring that confidentiality is fully maintained.

Can I submit a complaint If I am not a student (e.g. prospective students, graduates)?

Yes. If your concern relates to teaching and learning at the University of Wuppertal, we look forward to hearing from you.

Can I contact the Quality Officers or the Central Complaints Office if I am a member of staff at the University of Wuppertal?

The quality officers and the central complaints office are a point of contact exclusively for students at the University of Wuppertal. Your point of contact in the event of a complaint or feedback on the quality of teaching and learning is the

The Quality Officers and the Central Complaints Office are points of contact exclusively for students at the University of Wuppertal. If you wish to submit a complaint or provide feedback on the quality of teaching and learning as a member of staff, please contact the Central Quality Improvement Commission.