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Reports and complaints

Depending on the type of report or complaint, different channels must be followed.
Your report is not anonymous.

Teaching, facilities, and services of the Study Course

For reports, suggestions or complaints regarding the teaching and services of your degree program, we first recommend contacting your Representatives in the Course Council or discussing it directly with the Coordinator.

You can also send your reports or complaints by email to:

  • Coordinator - for issues related to teaching programming and delivery
  • Director of the relevant Department - for accessibility and maintenance of facilities and infrastructure
  • Student Services/Help Desk- for guidance, tutoring, internationalisation and management of study plans.

Other reports and complaints

For types of reports or complaints not listed above, the procedure to follow is to send an email to the relevant office; we provide a list of possible types of reports and the corresponding contacts to be used.

Problems encountered by students with disabilities or with specific learning difficulties

Contact:

  • Services for the inclusion of students with disabilities and and specific learning difficulties

Reports can be sent:

For the reporting of architectural barriers Architectural-sensory accessibility

Reports regarding issues related to software and services provided by the University

For reports related to:

  • Unigepass account
  • email
  • Wifi connection
  • Office 365
  • other online procedures

please contact:

In particular, for information on Unigepass credentials, refer to University Credentials

The list of IT services dedicated to students is available at the page Online services to students

Reports or complaints about administrative procedures

For reports regarding:

  • clarity of procedures and responsibilities in administrative practices
  • availability of staff
  • correctness and uniformity in user treatment
  • other reports related to administrative procedures

and for reports of unresolved issues in the first instance by the designated educational or administrative bodies, please contact:

  • Public Relations Office (URP)
  • urp@info.unige.it
    follow the instructions published on the URP page

Reports and suggestions regarding Quality Assurance processes

Reports of incidents of physical or psychological violence experienced, perpetrated, or witnessed

Reporting any form of discrimination based on sex, race, ethnicity, religion, personal beliefs, disability, age, or sexual orientation

Individual complaints regarding acts and behaviors, including omissions, by bodies, structures, offices, or individuals belonging to the University

Reporting Acts or Conduct, Even Omissions, Contrary to Laws or Regulations

To report acts or conduct, even omissions, contrary to laws, regulations, including the Code of Conduct and Code of Ethics, internal circulars, or otherwise relating to administrative misconduct, committed by members of the university community in the performance of their duties, activities, and assigned responsibilities, please follow the whistleblowing procedure and protection mechanisms (so called whistleblowing).

Reports should preferably be submitted through the dedicated Whistleblowing PA platform.

Student representatives on governing bodies or students with a collaboration contract with the University may submit reports.

Alternatively, please consult the whistleblowing procedure and protection mechanisms for those reporting crimes or irregularities.

Report and Complaint Management Procedures

  1. Receipt and Handling PhaseThe manager, upon confirmation of receipt, takes charge of the report/complaint, ensuring the necessary confidentiality to protect the reporting party and any other person potentially involved in the procedure
  2. Assesment PhaseThe manager verifies the reliability and validity of the report received, ensuring that it is detailed and substantiated. Reports that do not contain specific and verifiable facts will not be considered
  3. Management Phase and Implementation of Corrective ActionsOnce the report's validity has been verified, the manager, possibly assisted by appropriate committees (e.g., the Quality Assurance Committee of the Study Course), adopts a decision suggesting any corrective actions; the decision is communicated to the interested parties
  4. Outcome of the Report and Communication of the Response
    The entire procedure will be concluded within a maximum of 30 (thirty) days from its initiation, coinciding with the submission of the report. In exceptional, duly justified cases, the reporting person may avail himself/herself of an additional maximum period of 30 (thirty) days, after which the proceedings must be concluded in any case. The closure of the proceedings and the relevant outcome shall be duly notified to the reporting party and to any other person directly concerned.

How to submit the report

To send the report, read the attachment
. Depending on the subject, the reference to which you can send the instance, the procedure for taking it in and processing it changes:

  • Course teaching
  • other functional aspects of the school
    • .
  • general issues not related to the school
    • .

Management of reports

For reports of a logistical-administrative nature, the problem is assigned a progressive number (ticket) which is either immediately managed or possibly assigned by the operators to the relevant sectors.

The user is notified at the same time that the problem has been dealt with and that it has been concluded (OTRS service - Open-source Ticket Request System). The QA Commission takes care of the reports and, if appropriate, suggests further corrective actions.

For reports concerning the management of teaching activities (scope 4 of the table above), the procedure provides:

    .
  1. Receipt and acknowledgement stage
    . The reports are received by the Course Coordinator, who promptly notifies the reporter of their "TAKE CHARGE" by means of a confirmation e-mail and guarantees the necessary confidentiality of the reporter and of any other person involved in the procedure.
  2. The "TAKE CHARGE" stage
    .
  3. Assessment phase
    . The Co-ordinator verifies the relevance and justification of the report received, ensuring that the report is substantiated and justified.

    Reports that do not contain precise and verifiable facts will not be taken into consideration.
  4. Management phase and implementation of corrective measures
    . Once the Co-ordinator has verified that the report is well-founded, he/she proceeds to forward the report to the QA Commission of the degree course concerned by the report.

    The CoS QA Committee then adopts a decision in which it suggests possible corrective action; the decision is communicated to the parties concerned.

    Even if the Committee is unable to reach a decision containing operational proposals and/or suggestions for improvement, it still registers the report. The BoD QA Committee shall also periodically report to the BoD on the reports received, always safeguarding confidentiality.
    5. The Committee shall also periodically report to the BoD on the reports received, always safeguarding confidentiality.
  5. Outcome of the report and communication of the answer
    . The entire procedure shall be completed within a maximum period of 40 (forty) days from its start, coinciding with the sending of the report. In exceptional cases, adequately motivated, the QAA Commission of the BoD may avail itself of a further maximum period of 30 (thirty) days, at the expiry of which the procedure shall in any case be concluded. The outcome of the proceedings shall be duly notified by the Subjects Coordinator via e-mail to the complainant and any other interested parties. The Teaching Office of the DICCA shall file the report or complaint and its outcome for verification and evaluation of the effectiveness of the corrections.