Complaints Policy and Procedures

Internal Regulations

2nd Faculty of Medicine, Charles University in Prague
Complaints Policy and Procedures

1. Introduction
    
   The 2nd Faculty of Medicine is constantly seeking to improve all of our services. We regularly monitor the complaints and comments we receive, and the effectiveness of these procedures in addressing them. It is our aim to investigate issues thoroughly as close to the initial point of contact as possible and to settle complaints promptly and courteously in the best interests of all parties, addressing areas where improvement is identified as a result of a complaint.
    
   If you wish to comment or make a suggestion about improving the services provided by the Dean's office and its Departments, you can do so using the online form found here:
   http://online.lf2.cuni.cz/opinion/
    
   If you wish to evaluate the quality of our teaching, please use the online survey:
   http://online.lf2.cuni.cz/survey/
    
   All suggestions will be carefully considered.
    
   If you have a general comment relating to a course, you may also like to raise it directly with the head of the relevant department. The students association may also take up an issue on your behalf.
    
   In conducting the procedures to investigate complaints set out below, the 2nd Faculty of Medicine may invite you to meet employees. At all such meetings, you will be permitted to be accompanied by a friend: for example, a member of the student association, a fellow student, a member of academic staff, or a contact from outside the University such as a member of the family. You must notify the University of the name and affiliation of the person concerned in advance of the meeting.
    
2. Definition of a Complaint
    
   For the purposes of this Policy and Procedures, a complaint is an expression of dissatisfaction by one or more individuals about the standard of a service, action or lack of action by or on behalf of an employee or Department of the 2nd Faculty of Medicine.
    
   A complaint may relate to:
   • the quality and standard of service,
   • failure to provide a service,
   • the quality of facilities or learning resources,
   • treatment by or attitude of an employee or student,
   • inappropriate behaviour of an employee or student,
   • the failure of 2nd Faculty to follow an appropriate administrative process,
   • dissatisfaction with 2nd Faculty's policies or procedures.
      
   The definition of a complaint is very broad and the list above is not exhaustive.
    
3. Who can make a complaint?
    
   A complaint can be made by anyone who receives, requests or is affected by 2nd Faculty's service provision no matter where or how this service is provided.
    
   Complainants may include (but are not limited to):
   • members of the public including those who are applying for admission to 2nd Faculty;
   • a student concerned about their experience during their time at 2nd Faculty.
      
4. Time Limit for Raising a Complaint
    
   Complaints should be raised as soon as problems arise to enable prompt investigation and swift resolution. A time limit of six months has been set for a complainant to raise a complaint, starting from the point at which the complainant first became aware of the problem, unless there are special circumstances for requesting consideration of a complaint beyond this time.
    
   Beyond the six month time limit, 2nd Faculty may exercise its discretion as to whether a complaint will be accepted.
    
5. Complaints Procedures
    
   Complaints may be filed using the general application form available online: www.lf2.cuni.cz/en/study/forms-of-the-school
    
   1. Proceedings shall be commenced on the date of filing the relevant written application with the Study Department or Dean's Office. The application must contain information necessary for the complaint: reason(s) for filing the complaint, identifying information, etc.
       
   2. The Dean shall invite the complainant to provide additional information or explanations if necessary. The Dean shall determine a reasonable time for that purpose.
       
   3. The Dean shall issue a response within 30 days of the commencement of the proceedings; the time provided in paragraph (2) shall not be included in this period of time. A response under s. 68 (3) of the Higher Education Act must be executed in writing and must contain a statement, justification, and advice of the right to apply for a review.
       
   4. The complainant shall obtain information on the disposal of the complaint at the Study Department or Dean's Office during office hours; if the complainant is a student, communication of this information shall be entered in the student's records kept by 2nd Faculty.
       
   5. The complainant in person, or through his/her representative to whom the complainant has granted full power of attorney in writing, may file an application for a review of the disposal of the complaint within 30 days from the delivery of the Dean's response. The time period shall commence on the day following the delivery of the Dean's response to the complainant.
       
   6. The Rector may waive the default of time in justified cases if the complainant applies to him/her by filing an application in writing through the Dean within 15 days from the date on which the time for filing the application lapsed.
       
   7. If the Dean fails to act on a complaint, it shall pass to the Rector without undue delay. The Rector shall dismiss the complaint if it was filed by an unauthorized person.
       
   8. The Rector shall change or cancel a decision on a complaint which has been issued contrary to the Higher Education Act or internal regulations of the University.
       
   9. The Rector's decision must be executed in writing and must contain a statement, justification and the notice that the decision is final. If the Rector cancels the Dean's decision, depending on the circumstances, it may be returned to the Dean for further consideration. The Rector's legal opinion shall be binding on the Dean.
       
   10. Further to the Rector's decision, the Dean shall take such measures as necessary to eliminate or at least alleviate any damage caused to the  complainant.
        

Effective Date: 2nd June, 2014

Approved by: prof. MUDr. Vladimír Komárek, CSc., Dean of Faculty