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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, we recommend that you first contact your representatives on the Degree Council or speak directly to the Course Coordinator(s)

.

You may 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 procedure 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.

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.

Submissions 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 gender, race, ethnic origin, religion, belief personal convictions, disability, age, sexual orientation 		 Equal Opportunities Committee
cpo@unige.it
Individual claims regarding 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
Reports 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 functions, activities and assignments

Report handling 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 who have a contract of collaboration with the University may submit a report.

. 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. .