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. Note that the Complaints Desk doesn’t handle the case itself but sees
what has to be happen in the case. If necessary the Complaints Desk will send the case to the administrative
bodies.
Previously note that (if possible) you have to try first to solve the matter together with the right person(s).
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:
- |
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 send this to the
Complaints Desk address given below or hand it in in person there. 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.
Add relevant documents.
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 10:00 - 16:00
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/ |
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