Ombudsperson for Students

AUAS is committed to providing the safest study and working environment possible and to ensuring that everything at AUAS runs smoothly on a day-to-day basis. However, AUAS is a complex organisation. Despite all the above, things do sometimes go wrong and mistakes are sometimes made. To achieve a solution in situations like this, start by discussing your problem with the person or department in question. Do this by filing a complaint via the Objections, Appeals and Complaints Office. If you are unhappy with how your complaint is handled, you can then contact the Ombudsperson for Students.

All students at AUAS are entitled to make complaints and then approach the ombudsperson about them. The Ombudsperson for Students is able to help you with various issues, but only if no other statutory complaint, objection or appeal procedure has been initiated for your complaint or problem, or any court proceedings. If you are unsure who to approach, contact the Ombudsperson for Students to discuss the issue in question.

Privacy

Your privacy is guaranteed. The Ombudsperson for Students has a duty of confidentiality, which means that your issue may only be discussed with someone else with your consent. If you do give your consent, the person or persons in question will have a strict duty of confidentiality too.

Examples of situations in which you can file a complaint:

• If you feel that a staff member or body at AUAS has not treated you as it should have done;
• In the event of a damaged lecturer-student relationship;
• If you are afraid that a conflict is possible because the actual situation is different to the agreed situation;
• If you suspect structural wrongdoing or issues.

Examples of situations in which you can file an objection or appeal:

If a decision is not forthcoming, you can file an objection or appeal based on the refusal to make a decision. You can also file an appeal or objection if you feel that a rule or procedure is not being applied or implemented properly.

If you do not know who to approach with a question or problem, ask Student Info for advice.

If you are unhappy with how your complaint has been handled, contact the Ombudsperson for Students.

The Ombudsperson for Students can:

• advise on the approach to take to a particular issue, without taking action itself;
• refer you to the appropriate body or tell you about possibilities within the organisation;
• try to mediate, with the object of achieving a solution. which means that your issue may only be discussed with someone else with your consent.
• launch a formal investigation into your problem or complaint. This investigation will always conclude with a decision. If the ombudsperson encounters irregularities, she may make a recommendation with a view to preventing or remedying the consequences of these irregularities or ensuring they do not happen again.

AUAS policy

Student Ombudsperson Regulations (only in Dutch)

Contact

Ombudsperson Jacqueline Schoone: 06 533 036 80
Official secretary Mireille Mensink: 06 211 551 42
E-mail: ombudsfunctionaris@hva.nl.