Principles and Guidelines

Independence - The Quality Officers in the faculties act as independently as possible when dealing with students' enquiries. In addition, the Central Complaints Office operates independently of organisational units and institutions.

Confidentiality - All enquiries submitted to the Quality Officers are treated confidentially.

Neutrality - All enquiries submitted to the Quality Officers are handled impartially, with an open mind and a solution-orientated approach.

Respect - The Quality Officers always carry out their work with respect for the individuals concerned and for the concerns they raise.

The principles and guidelines of the Quality Officers and the Central Complaints Office are based on the principles of the Network of Complaint and Improvement Managers and Ombudspersons in Teaching and Learning at German Higher Education Institutions (www.beveom.de).