COMPLAINTS OPERATION REGULATION
General Assembly of the Department of Tourism Management, No. 4/2-3-2022
Aigaleo, 2025
Table of Contents
Article 1. Purpose of the Regulation and Definitions ……………………… 3
Article 2. Scope ……………………………………………………………………………….. 3
Article 3. Management Procedure ………………………………………………………. 3
Article 4. Referral to competent University Committees or Bodies ………….. 5
Article 5. Confidentiality and Personal Data ………………………………………….. 5
Appendix A – Complaint and Objection Submission Form ……………………… 7
Article 1. Purpose of the Regulation and Definitions
The purpose of the Operation Regulation of the Complaints and Objections Mechanism is the immediate, effective, and fair handling of complaints and objections raised by the postgraduate students. The implementation of this Regulation achieves the broader goals of improving the quality of the educational and administrative services provided to students during their studies in the Postgraduate Program “HOTEL MANAGEMENT – EXECUTIVE MBA IN HOTEL MANAGEMENT,” based on the principles of transparency, integrity, and accountability.
The complaints management policy is addressed to active students of the Postgraduate Program and aims to resolve disagreements or problems such as:
Disagreement on study and attendance issues.
Inappropriate behavior by a member of academic or administrative staff.
Inadequate guidance provided by academic or administrative staff.
An “Objection” is defined as any official written expression of doubt or dispute by the student regarding the correctness of a decision by a body of the Postgraduate Program related to their request.
A “Complaint” is defined as an expression of dissatisfaction by the student due to the failure to meet their expectations regarding the quality of the services provided.
Article 2. Scope
The complaints and objections management policy concerns all students of the Postgraduate Program “Hotel Management – Executive MBA in Hotel Management” during their studies, regarding any issue related to the quality of educational and administrative services provided.
The issues may concern actions that do not comply with the Operating Regulation of the Postgraduate Program or procedures and practices that raise concerns regarding the use of services and information and communication systems, intellectual property rights, personal data protection, combating discrimination, and harassment prevention.
Article 3. Management Procedure
To ensure transparency, integrity, and accountability, the Department of Tourism Management and specifically the Postgraduate Program implements specific stages of handling student complaints and objections according to the Operation Regulation of the Student Complaints and Objections Management Mechanism, which is posted on the Program’s website.
Step 1: Direct Resolution
Hearing: Examination of the student’s complaint/problem by a Department member.
Depending on the subject of the complaint or objection, the student is advised to directly approach the involved academic or administrative staff for immediate resolution without formal mediation by a third party. If the complaint or objection is resolved, no further action is required.
Mediation: Examination of the student’s complaint/problem by the Academic Advisor.
If, after the direct resolution attempt, the student objects to the outcome or the issue remains problematic, the student may submit the complaint to their Academic Advisor by email and request a hearing during office hours. The Academic Advisor examines the issue in cooperation with the student and proposes a solution.
The Academic Advisor may, at their discretion, contact other members of the Postgraduate Program to request their assistance in resolving the problem.
Step 2: Official Resolution
Administrative Review: Examination of the student’s complaint/problem by the Program Director.
If the issue is not resolved, the student submits a written complaint/objection using the Complaint/Objection Submission Form (see Appendix A). The complaint/objection must include all relevant details and is submitted to the Program Director, who, depending on the nature or importance of the matter, may invite the student to provide explanations and clarifications.
Subsequently, the Director may either: a) resolve the issue with appropriate actions, or b) refer the matter to the Academic Committee (E.P.S.) for a decision. The student is informed about the outcome and any decisions made. A decision by the competent body on a complaint/objection is final, and no further complaint/objection on the same issue is permitted.
Step 3: Objection and Final Re-examination of the Problem/Complaint
Objection: Examination of the problem/complaint by the Academic Committee (E.P.S.).
If after the administrative review the student still objects or the issue remains unresolved, the student may submit the complaint again in writing to the Academic Committee via official protocol, using the specific Complaint/Objection Submission Form which includes reference to the hearing, mediation, and administrative review procedures followed.
If the Director has already requested the Academic Committee’s assistance during the administrative review, the student may not submit an objection at this stage. The decision made by the Academic Committee is final.
Article 4. Referral to Competent Committees or University Bodies
Depending on the nature of the issue raised by the complaint/objection, the Postgraduate Program, through the Chairperson or the Academic Committee, may refer the matter for information and action to the competent university services, especially the Student Ombudsman, the Gender Equality Committee, and the Ethics Committee.
Alternatively, if the student continues to object, they may address the competent Committees or Bodies of the University of West Attica.
Article 5. Confidentiality and Personal Data
At all stages of the process, the protection of the personal data of the involved parties is strictly maintained, in accordance with applicable legislation. Details of complaints and objections, results, and follow-up actions are recorded and stored in a dedicated space within the Program Secretariat.
The procedure is summarized in the following chart:
Appendix A – Complaint and Objection Submission Form
Postgraduate Program “HOTEL MANAGEMENT – EXECUTIVE MBA IN HOTEL MANAGEMENT”
COMPLAINT SUBMISSION FORM
To the POSTGRADUATE PROGRAM SECRETARIAT
Protocol No.: ___________
Note: The Postgraduate Program “Hotel Management – Executive MBA in Hotel Management,” in its continuous effort to improve offered services, provides the opportunity to express any complaints, observations, or comments related to the quality of educational services and student support.
Full Name:
Father’s Name:
ID Number:
Registration Number:
Semester of Studies:
Address:
Phone/Mobile:
Email:
Subject of Complaint:
Please briefly and clearly state the problem you faced or your complaint regarding the provided services (educational, administrative, etc.).
☐ I explicitly and unconditionally consent to the processing of my personal data for the purpose of managing this complaint.
☐ Additional documents related to the matter are attached.
Athens, ___ / ___ / 20___
Applicant’s Signature: ______________________
Any inaccuracy renders this statement unacceptable and it will not be further examined.
EN 
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