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GENERAL INFORMATION ON HOW TO FILE A COMPLAINT

 


Who can file a complaint with the Ombuds Office?

 

  • Any member of the university community, individually or as part of a group, who has an interest in the subject of the complaint.
  • Individuals or organisations affected by the functioning of the UPC or that are otherwise involved.

 

How can I file a complaint?

 

  • At the Ombuds Office (C. Jordi Girona, 31. Til·lers building, 4th floor, UPC North Campus) from 9 a.m. to 2 p.m.
  • By submitting a statement of the complaint in writing at any of registries on the UPC's campuses.
  • By writing to us by post: C. Jordi Girona, 31. Til·lers building, 4th floor, UPC North Campus.
  • By writing to us by e-mail: sindic.greuges@upc.edu.
  • Using the online form (link to the form).

 

What must the complaint include?

 

There is no standard format but it must include at least the following:

  • Name of the person filing the complaint
  • Contact details
  • A brief description of the facts of the complaint, query or application
  • Any supporting documents you consider necessary

 

How is the complaint processed?

 

  • The complaint will be processed within a week from the Ombuds Office receiving the complaint, and the interested party will be notified of its reception.
  • The interested party will be informed that the complaint has been admitted within one month.
  • The person who has filed the complaint will be informed of the result of the investigation carried out and any proposals and suggestions made.

 

 

What complaints will not be admitted?

 

  • Groundless complaints.
  • Complaints that are pending a court decision.
  • Anonymous complaints.
  • Complaints that have no credibility or that do not formulate a claim correctly.
  • Complaints filed in bad faith or with clear prejudice to third parties.
  • Complaints that refer to facts or situations that have occurred over three months ago.

 

Complaints will be resolved within six months.

 

Rights of the person filing the complaint

 

  • The right to the Ombuds Office's free services.
  • The right to have the confidentiality of the personal details, other information provided and the actions taken during the investigation protected.
  • The right to be informed by the Ombuds Officer of the results of the actions taken.