If in your opinion the University of Twente, or a staff member or a (administrative) body of the University of Twente has behaved incorrectly towards you in a certain situation, there are various possibilities to do something about this.

You can call the University of Twente, or the staff member or (administrative) body in question directly to account on their behaviour. If so desired, you can call in the assistance of one of the complaints officers of the University of Twente.

Some administrative units of the University of Twente have their own complaints procedure. Although such arrangements mostly do not meet the requirements the various (statutory) provisions set to a formal complaints procedure, they are often very effective for a more informal handling of complaints. Practice shows that many complainants would rather see their complaint being taken serious, than start a formal complaints procedure.

If in your opinion the possibilities described above have not led to an acceptable solution, or the actions to which your complaint pertains are so serious that a formal handling of the complaint is necessary, you can submit your written complaint to the Executive Board.

The Complaints Procedure University of Twente is an individual complaints procedure in accordance with Chapter 9 of the General Administrative Law Act (Algemene wet bestuursrecht) (Awb). With this complaints procedure the University of Twente also effectuates the agreement laid down in the Collective Labour Agreement Dutch Universities on a complaints procedure to prevent and combat (sexual) harassment, aggression, violence and discrimination in the work situation.


The Complaints Procedure University of Twente has a very wide scope. A complaint may for example involve the supervision of students, the set-up of the organisation, smoking in the workplace and incidents of (sexual) harassment, aggression, violence and discrimination.

Complaints are to be submitted in writing to the Executive Board and can only concern the way in which the University of Twente or a staff member or (administrative) body of the University of Twente has behaved (or failed to behave) towards the lodger of the complaint in a certain situation.

Those who can lodge a complaint include for example: staff members, students and visitors of the University of Twente; persons working on the instruction of the University of Twente such as visiting lecturers, students on work placement and temps, and (staff members of) third parties working on the UT premises.

The object of a complaint is invariably an act. However, an act can also contain a ‘decision’ in the sense of the Awb. A complaint aimed against a decision is regarded and treated as a notice of objection and not as a complaint.

Formal requirements

The Complaints Procedure includes a number of formal requirements. The complaint should state at least:


name and address of the lodger of the complaint;


his or her signature;


the date;


a description of the act against which the complaint is aimed;


the reason of the complaint.

If a complaint does not meet the requirements set, the lodger of the complaint will be given the opportunity to remedy this ‘omission’.


The University of Twente is not held to handle a complaint relating to an act that took place more than three years before lodging the complaint.

Complaints Committee

A complaint is investigated by an independent committee. This Complaints Committee invites the lodger of the complaint, the ‘complainant’, to explain his or her complaint orally. Also the person whose behaviour is at issue, the ‘defendant’, is heard. The hearing is not public. Both the complainant and the defendant can have themselves assisted at the hearing. If necessary, the Complaints Committee collects additional material. If this occurs, the complainant and the defendant are informed of this material. Once the investigation is completed, the Complaints Committee draws up a report of findings, accompanied by an advice and any recommendations. Based on these documents the Executive Board takes a decision on the complaint.

For the annual report of the Committee (only in Dutch)

Jaarverslag klachtencommissie 2014

Jaarverslag klachtencommissie 2013

Jaarverslag klachtencommissie 2012

Jaarverslag klachtencommissie 2011
Jaarverslag klachtencommissie 2010

Jaarverslag klachtencommissie 2009

National Ombudsman

No notice of objection or appeal is possible against the way in which a complaint has been handled. The person who is not satisfied with the way in which his or her complaint has been handled, can lodge a complaint with the National Ombudsman.