7. Complaints, objections and appeals

Complaints Desk

This Charter and the regulations governed by it state your rights as a student and how we treat each other at the University of Twente. In spite of our best efforts to apply the regulations correctly and to treat each other properly, there may be times when we fall short of these expectations.

This chapter explains what you can do in such circumstances.

Before we go any further, it should be clear that the first course of action (if at all possible) is to take up the issue with the person or persons directly involved in an effort to arrive at a joint solution. However, if this does not prove possible, you can take up the matter formally with the Complaints Desk.

If you think you have been treated unacceptably by a member of your faculty or by the University, or if you do not agree with a decision that concerns you, then you can lodge a complaint, objection or appeal with the central complaints desk. Once you have done so, your complaint, objection or appeal will automatically be passed on to the appropriate body. You can find the complaints desk at http://www.utwente.nl/so/studentservices/en/complaints_desk/

This is also the place to go for more information if you are not sure who or where to turn to, what approach to take or if you want to ask a few questions before you take action.

Objecting to or appealing against a written decision

If you do not agree with a written decision addressed to you personally, you have the right to make a formal objection or appeal. This does not apply to general rules or regulations.

If you lodge an appeal, a binding ruling is issued by an independent appeals tribunal.

Regarding decisions taken by the Executive Board, on such matters as enrolment, collection of tuition fees and financial assistance, you can submit a letter of objection. Objections to decisions taken by the Executive Board are dealt with by the Arbitration Board.

Subsequently, it may also be possible to lodge an appeal with the Higher Education Appeals Board.

The procedure is coordinated by the Complaints Desk: http://www.utwente.nl/so/studentservices/en/complaints_desk/

If you do not agree with decisions that the programme has made with regard to examinations and other assessments, a negative student progress evaluation or admission to a Master’s degree programme, you have the right to appeal against them. These appeals are dealt with by the Board of Appeal for Examinations. The procedure is coordinated by the Complaints Desk: http://www.utwente.nl/so/studentservices/en/complaints_desk/