UT Complaints Desk

As of 1 April 2011, the University of Twente has set up a complaints desk. Any student (prospective or former student/external candidate) can lodge a formal complaint, appeal or objection here. The Complaints Desk is located in Student Services on the 2nd floor of Vrijhof.

Previously noted that (if possible) try to solve the matter together with the right person(s) first. If this isn’t possible, you can formally submit the matter to the Complaints Desk.

What type of complaint can I lodge at the University of Twente Complaints Desk?

The Complaints Desk deals with education/student-related matters. It does therefore not include items such as broken coffee machines or access cards, but for example:

-	complaints on how the University of Twente or its employees or (administrative) bodies have behaved in a specific situation; (Complaints Regulation University of Twente)

-	objections to decrees issued by University of Twente administrative bodies (e.g. a decree relating to a decision by the Executive Board to allocate a sum for graduation support with which the student does not agree);

-	objections to decrees by or on behalf of the Executive Board taken in the framework of the University of Twente Enrolment Regulation;

-	decisions by the Examination Board and examiners with which the student does not agree.

How can I lodge a complaint?

If you wish to lodge a complaint, objection or appeal, you must do so in writing. You can then send this to the Complaints Desk address given below or hand it in in person. It is not possible to submit the complaint only in digital format. In addition to a clear explanation of the reason for your complaint in your signed letter, please also state your name, address, student number, telephone number and e-mail address.

How will my complaint be dealt with?

The Complaints Desk will subsequently send you confirmation of receipt of the complaint within a few days. Your letter will then be looked at in more detail and you will be informed of how your complaint, objection or appeal is to be dealt with. In most cases, this will mean being dealt with by the Board of Appeal for Examinations, the Arbitration Committee or the Complaints Committee.

Each decision or decree issued by a University of Twente (administrative) body states the period within which any objections/appeals must be submitted. This period is six weeks after the student has been informed of the decree. The institutional administration takes a decision within 10 weeks of receiving the objection.

Can I appeal against the decision on my objection?

Certain decisions on objections taken by the Executive Board offer students the option to appeal to the Higher Education Appeals Tribunal. Where applicable, this option is indicated in the decision by the Executive Board.

Contact

The Complaints Desk is located in Student Services on the 2nd floor of Vrijhof:

Student Services

Vrijhof, room 239 B
Opening hours: Mondays to Fridays from 09:00 - 17:00

Telephone: +31 (0)53 - 489 2124

Postal address: P.O. Box 217, 7500 AE Enschede, The Netherlands

More information on all kinds of University of Twente regulations can be found in the University of Twente Students’ Charter:

http://www.utwente.nl/so/studentenbegeleiding/en/regulations/charter/