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, 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.