Regulation of the operating mechanism for the management of student complaints and objections of the Postgraduate Program in “Journalism and New Media”
In the MSc in “Journalism and New Media,” the mechanism for managing student complaints and objections, as adopted by the Department of Communication and Media Studies at the National and Kapodistrian University of Athens, has been implemented. The procedure is as follows:
During the 4th Special General Assembly of the Department of Communication and Media Studies, held on 20/12/2022, the following Complaints Management Regulation was approved:
In all Postgraduate programs of the Department of Communication and Media Studies, the Academic Advisor, appointed by the Steering Committee for each MA/MSc program, is responsible for managing student complaints.
The educational process in all Postgraduate programs of the Department is student-centered; therefore, the management of any complaints from students is a vital component of each program. The Coordinating Committee holds overall responsibility for managing complaints and objections. However, for reasons of flexibility and to ensure direct and immediate communication with each student, the Committee assigns the Academic Advisor to handle the initial communication phase with students. Subsequently, the Steering Committee undertakes to assist the Advisor in their role.
More specifically, the Academic Advisor is available—both during office hours and daily via electronic communication—to receive any complaints from students regarding, for example:
Within a few days of receiving a complaint, the Academic Advisor must proceed with the necessary actions. This may include completing their report by contacting the lecturer involved, ensuring that the specific problem the student is facing is resolved, or guiding the student on how to manage the issue themselves.
It is understood that constructive conversation and a willingness to resolve problems interpersonally form the foundational academic strategy of the Department. The complaints handling policy aims to resolve any issue effectively. Given that the Department’s preferred approach is based on open discussion and interpersonal problem-solving, a formal complaint form has been avoided, as it would introduce an impersonal procedure. Direct communication with the Academic Advisor is the preferred method.
It is noted that students are expected to read the study regulations and the rules of the University to be fully aware of their rights and obligations. They should also contact their Academic Advisor for guidance and support on any issues related to their studies.
Specific importance is given to issues related to:
If, after the completion of its management complaint from the academic advisor, as well as from the Coordinating Committee, the student still objects, can submit his/her complaint to the Head of the Department, either in writing or orally.
If the student is not satisfied even with this phase of the management of his/her complaint, the complaint may be submitted, in writing, to the Assembly of the Department of Communication and Media Studies. The decision to be taken by the Assembly of the Department is definitive.