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Complaints

Regulation on the reporting and complaints procedure for undesirable behaviour

Anyone who is harassed by verbal expressions, gestures or physical contact, and regards such as undesirable intimate behavior, should take action. Sometimes, a frank talk may be sufficient. But if this does not solve the problem, or help is needed to initiate such a talk, one may appeal to the special official, who is of course bound by secrecy. In addition to listening, she may offer assistance in order to solve the problem. She may also, but only at the request of the person involved, mediate in the process of finding a solution. She is also the person who may support anyone who wishes to lodge a complaint. For the latter case, there is a complaints procedure.

The confidential advisor of Maastricht University is Marloes Rikhof.
m.rikhof@maastrichtuniversity.nl, tel.043-3882513.

If you want to submit a formal complaint, you have to hand in a complaint in writing at the Complaints Service Point.

Regulation of complaints

The "Algemene wet bestuursrecht" provides every employee and every student with the right to complain about the way in which an administrative department (faculty, service centre and the Central Office) has behaved with regard to the complainant in a particular situation.

Maastricht University has chosen to handle the complaints near the shop floor. Therefore, Complaints Committees have been set up. There is a Complaints Committee at every faculty, every service centre and the Central Office.

The general policy is that the complaint will be handled quickly and effectively, the handling must be strictly confidential and the principle of hearing all parties concerned is maintained.

These complaints have to be submitted to the Complaints Service Point (CSP). Concerning submitting informal complaints, your confidential advisor can provide you more information.
For complaints concerning situations at your faculty, service centre or the University Office, you can also address them to the CSP in writing..

You can find the Regulation of complaints at Regulations.