Reports and complaints

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

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.

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:

• by email to inclusione.studenti@info.unige.it
• by phone at 010 209 51870
  (consult hours on Contacts and timetables of the Services for the inclusion of students with disabilities and with DSA)
• by contacting the the school reference Teachers for students with disabilities or specific learning difficulties indicated on the page University committee for the inclusion of students with disabilities or with DSA

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:

• ICT Service desk
  assistenza@unige.it

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

• University Quality Office
  presidio@unige.it

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

• Listening Point of the University of Genoa
  puntoascolto@unige.it

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

• Equal Opportunities Committee
  cpo@unige.it

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

• University Guarantor - Obundsman (Art. 30 of the Statute)
  garante@unige.it

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.

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.

PROCEDURE FOR REPORTS AND COMPLAINTS, BACHELOR DEGREE 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):

• For LT Computer Science: report-informatica@dibris.unige.it
• For LM Computer Science: report-computerscience@dibris.unige.it

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.