Complaint Management
Complaint management at the WiSo Faculty
The WiSo Faculty has an organised system for receiving complaints and problems from students.
The following presentation gives you an overview of how feedback is usually handled at the WiSo Faculty:
As a student, you should not be afraid to address problems, criticise and praise. Because only through constructive and respectfully formulated feedback can the study conditions always be optimised! To do so, simply use the WiSSPo contact form and the request reason "Praise, criticism, complaint".
The contact points at WiSo
There are primarily two contact points where students can report problems, complaints or feedback about their studies.
- On the one hand, there is the WiSo Student Service Point, which is the official counselling centre of the faculty and accepts all concerns of the students and tries to solve them as quickly as possible. Due to its location in the Dean of Studies Office and its proximity to the WiSo Examination Office, solutions can usually be found quickly. Students have the opportunity to raise their concerns in person, by e-mail or by telephone. All concerns can be handled discreetly and anonymously if desired. In particular, if the feedback concerns the advisory and service of the WiSo Student Service Point itself, please contact them directly via the WiSSPo contact form and the request reason "Praise, criticism, complaint" so that the situation can be clarified as quickly as possible.
- On the other hand, students can also contact the WiSo student council. This service is often felt to be more accessible for personal problems, e.g. with teachers, as problems are dealt with "from student to student".
Both offices are networked with each other, so that the other office can also be involved if this seems sensible.
Problem solving
As soon as the problem has been received directly or forwarded to WiSSPo, problem solving begins. As a rule, there are three possibilities for this:
- The problem can be solved directly with the advisor. This can be done directly in the conversation, for example by pointing out alternative options for study planning or by consulting directly with a responsible office (e.g. Credit Transfer Centre) so that an immediate clarification can take place. Or, if the WiSSPo is not the right contact person, this person can be named directly so that the student can turn to the right address (e.g. Student's Registration Office).
- The problem cannot be solved directly in the counselling office and is therefore forwarded to a competent office (e.g. Examination Office). There, a solution can be brought about after a short time, which is communicated to the student.
- It is a fundamental problem that cannot be solved directly by consultation. In such cases, after consultation in the Office of the Dean of Studies, the problem is taken to higher authorities (e.g. Dean of studies, Study Advisory Board, Faculty Council). After escalation, the student is also informed of the result. However, this usually takes several weeks.
Complaint management at the UoC
The Suggestions and Complaints Office for Teaching and Studies” (short: SCO) is a central contact point for students at the University of Cologne. It is there to take up and process your concerns, for example complaints, interdisciplinary problems and suggestions regarding teaching and studying. It is an additional service for students - outside the structures of faculties and administration.
