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Reports and complaints

Your opinion is very important to us because it enables us to improve the quality of teaching activities, facilities and services.

You can submit, using the appropriate channel, various types of reports or complaints, which may relate to the teaching, facilities and services of the course or more general issues relating to your university experience.

Course teaching, facilities and services

For reports, suggestions or complaints relating to the teaching and services of your degree course, firstly we recommend contacting your representatives on the Degree Council or speaking directly to the Coordinator/Coordinator

.

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

  • Coordinator/Coordinator - for issues relating to teaching planning and delivery;
  • Director/Director of the relevant department - for accessibility and maintenance of facilities and infrastructure;
  • Student Services/Service Desk - for guidance, tutoring, internationalisation and for the management of study plans;
  • Service desk for the inclusion of students with disabilities and with DSA - for problems encountered by students with disabilities or with DSA;
  • ICT Service Desk - for issues concerning software and IT services provided by the University;

Possible complaint details, updated contact address and procedures to follow can be found in the section Improve Your Course of Study.

A web form with a wizard will soon be available which will forward your report directly to the person or office in charge of handling it.

Other complaints

For other types of reports or complaints relating to your university experience, the way to follow is to send an email to the relevant office; a list of possible types of reports and the relevant contacts to use is given in the following table.

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Signalling object  Recipient and person responsible for handling the report and how to report

Warnings or complaints on administrative procedures 

  • clarity of administrative procedures and responsibilities;
    • .
  • availability of personnel;
    • .
  • correctness and homogeneity of user treatment; 
  • other reports related to administrative procedures

Reports of facts that were not resolved in the first instance by the responsible teaching or administrative structures; 

Public Relations Office (OPR) 

For reports: urp@info.unige.it
. For complaints please follow the instructions published on the URP Ufficio Relazioni con il Pubblico | UniGe

page.

Reports and suggestions concerning Quality Assurance processes.

 University Quality Assurance 
presidio@unige.it
 
Reports of incidents of physical or psychological violence suffered, acted upon or witnessed  Listening Point of the University of Genoa
puntoascolto@unige.it
Discrimination against all forms of 
discrimination based on sex, race, ethnic origin, religion, belief personal convictions, disability, age, sexual orientation 		 Equal Opportunities Committee
cpo@unige.it
Individual claims concerning acts and behaviour, including omissions, of bodies, structures, offices or individuals belonging to the University

University Guarantor (Art. 30 of the Statute) 
unige.it/organi/garante
garante@unige.it
Submissions of acts or behaviour, including omissions, contrary to laws, regulations, including the Code of Conduct and Code of Ethics, internal circulars or in any case relating to a malfunctioning of the administration, carried out by members of the university community, in the performance of their duties, activities and assignments

Report management procedure and protection mechanisms (so-called whistleblowing). 
 
Reports may preferably be submitted through the dedicated platform "Whistleblowing PA" unige.whistleblowing.it

.

Student representatives on bodies or students with a contract of collaboration with the University may submit a report.

The whistleblowing procedure is also available. Alternatively, consult the whistleblowing handling procedure and mechanisms for the protection of whistleblowers who report crimes or irregularities. 

Handling of reports and complaints

    .
  1. Receipt and acknowledgement stage 
    . The person in charge, upon confirmation of receipt, shall take charge of the report/complaint, guaranteeing the necessary confidentiality to protect the reporter and any other persons involved in the procedure. 
     
  2. Investigation phase 
    The person in charge verifies the relevance and substantiation 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.


    The person in charge verifies the relevance and justification of the report.
  3. Management phase and implementation of corrective actions  
    Once the report has been verified, the person in charge, possibly assisted by appropriate committees (e.g. the QA Committee of the BoD) then adopts a decision in which he suggests possible corrective actions; the decision is communicated to the parties concerned.
  4. Outcome of the report and communication of the response 
    The entire procedure shall be completed within a maximum period of 30 (thirty) days from its start, coinciding with the sending of the report. In exceptional cases, adequately motivated, the person in charge may avail himself of a further maximum period of 30 (thirty) days, at the expiry of which the proceedings shall in any case be finalised. Appropriate notice of the closure of the proceedings and of the outcome thereof shall be given to the reporting person and to any other persons directly concerned.
    5. .

PROCEDURE FOR REPORTS AND COMPLAINTS, MSc in COMPUTER SCIENCE

Suggestions/suggestions: observations on general problems concerning teaching and services for students and teachers and suggestions for their improvement. 

Complaints/Reclamations: formal complaints about facts or behaviour which the plaintiff considers inappropriate and in respect of which she feels aggrieved.

The procedure outlines how students or staff can proceed if they encounter problems with teaching activities and contextual services, which they feel should be reported to the Degree Program Board, Department, and School management bodies.

The procedure is in addition to the use of the usual communication channels for students, reported on the  Aulaweb module for student information (LT, LM), for enquiries and communication of problems for which there is no need to maintain confidentiality. 

The Degree Program Board ensures that reports are taken into account, verifies their validity, assigns them to the appropriate management bodies, and ensures a rapid response (within 20 days). 

No anonymous report will be taken into consideration, nor will report that do not state precise and verifiable facts.

The author of the report will be protected against any form of discrimination or penalisation and will be guaranteed absolute confidentiality. His or her identity will not be divulged, without prejudice to legal obligations and the protection of the University's rights.

The Degree Program Board makes available two email addresses to which students and staff may write for reports and complaints related to teaching activities and its degree organisation. These addresses are in addition to the communication channels made available by the School of Science MFN and University (as described in the Annex to this procedure):

The person responsible for handling such reports and complaints is the Degree Program Board Delegate for Reports and Complaints.

The Delegate:

  • In the case of reports and complaints pertaining to the areas of competence of the Degree Program Board and with clearly identified issuer:
    • Is in charge of handling the report/complaint as quickly as possible (generally within 20 days), interacting with the Degree Program Board delegates, and periodically updating the person who made the report/complaint on the progress of the appropriate improvement and corrective actions.
    • Treats all information confidentially. This principle should also be applied to any persons named in reports and complaints.
    • Refrains from handling the report/complaint in the case of direct involvement and redirects the request to the address segnalazioni_scuolaScienzeMFN@unige.it
    • Registers and archives reports and complaints, assigning the type according to the following classification, together with the final outcome of their handling and the time it took to handle them.

      4.1. Availability of teachers; 
      4.2. Teaching programmes; 
      4.3. Delivery of educational activities;
      4.4. Methods of evaluation;
      4.5. Organisation of lectures, timetable and schedule of profit and thesis examinations;
      4.6 Other reports related to teaching activities.

  • Periodically, upon request of the Coordinator or the QA Committee, the Delegate sends a summary report of the reports and complaints received in a certain period, highlighting their type, final outcome, and response time.
     
  • In the event of reports and complaints that are not relevant to the areas of competence of the Degree Program Board, but with clearly identified sender the Delegate redirects the sender to the competent bodies, according to the table below. The email addresses in the table may also be used independently by the sender.

 

 

Subject of the report/complaint

Management

Email address

 1. Information 

1.1. Clarity of procedures and responsibilities of administrative practices; 

1.2. Clarity and completeness of signage in facilities; 

1.3. Adequacy and completeness of information on the website; 

1.4. Readability and comprehensibility of forms; 

1.5. Availability of personnel; 

1.6. Fairness and homogeneity in the treatment of users; 

1.7 Other reports related to administrative aspects 







Student Secretariat of the School of Sciences MFN

 

 

segnalazioni_scuolaScienzeMFN@unige.it

2. Logistics and Support for teaching activities 

2.1. Size and numerosity of classrooms, laboratories, study rooms;
2.2. Equipment and maintenance of classrooms and laboratories;
2.3. Hours of access to libraries and any other public places;
2.4. Accessibility of classrooms, laboratories, libraries, study rooms;
2.5. Classroom management; 
2.6. Initial checks and possible management of OFAs;
2.7. Online procedures (booking exams, recognition of CFUs, exemptions);
2.8 Other reports related to the management/logistics of the didactic offer 

 









DIBRIS Education Office Manager

 

 

 

segnalazioni_scuolaScienzeMFN@unige.it

3. Background services, offered by the University and School

3.1. Entry orientation services; 

3.2. Tutoring and in-itinere guidance services; 

3.3. Services for traineeships and accompaniment to employment; 

3.4. Services for International Relations 

4.5 Other reports related to educational context services 

 

 

Student Desk

 

 

studenti.scienze@unige.it

4. Didactic activity and its organisation

4.1. Availability of teachers; 

4.2. Teaching programmes; 

4.3. Delivery of training activities; 

4.4.Assessing methods;

4.5. Organisation of lectures, timetable and schedule of examinations and dissertations; 

4.6 Other reports related to teaching activities 

 

Delegate for Reporting and Complaints for CCS in Computing

For LT Computer: report-informatica@dibris.unige.it

For the LM Computer Science: report-computerscience@dibris.unige.it