Complaints and Reports from Academic Staff and External Users

The Department of Veterinary Medicine has established a procedure for receiving and handling complaints, reports and formal requests submitted by academic staff, technical and administrative staff, and external users.

Reporting problems or concerns enables the Department to address situations requiring attention and contributes to improving its organisation, services, activities and facilities.

The form can be used to submit, under your name:

• comments;
• complaints;
• reports;
• requests for action or review.

Submissions may concern activities, services, facilities, organisational processes or other matters related to the operation of the Department.

The form is particularly appropriate when the issue:

• has not been resolved through the usual communication channels;
• requires formal handling;
• requires a documented assessment;
• concerns a recurring issue or a matter relevant to improving the Department’s activities.

To submit a report, please complete the following form:

M-DMV-03 - Complaints, Reports and Formal Requests from Academic Staff, Technical and Administrative Staff, and External Users

Complete the online form

The information provided should be sufficiently complete and detailed to allow the matter to be properly assessed.Per presentare una segnalazione è necessario compilare il modulo:

The report is reviewed by the Department Management and the Department Quality Assurance Coordinator.

Depending on the nature of the request and the information available, the procedure may result in:

• a reasoned response to the person submitting the request;
• corrective or improvement action;
• referral of the report to the relevant office or body;
• closure of the case if the request is found to be irrelevant, inadmissible, a duplicate or already addressed.

During the assessment process, additional documents or information may be requested where necessary to complete the review.

The procedure provides the following indicative timeframes:

• within 2 working days of receipt: registration or official filing, where required;
• within 15 days of registration: initial assessment of the report;
• within 30 days of receipt of all required information: response to the person who submitted the request, where applicable.

These timeframes may be suspended or extended if additional information needs to be requested, further advice needs to be obtained or additional assessment is required. Any changes to the timeframe will be documented and explained.

The information collected is processed in accordance with personal data protection legislation and the principles of confidentiality, proportionality and data minimisation.

Access to documentation is restricted to authorised individuals involved in handling the report.

The outcomes of the procedure may also be used in aggregate form to:

• identify recurring issues;
• prevent organisational problems;
• plan improvement measures;
• contribute to the review of the Department’s Quality Assurance system.

Some matters are governed by specific University procedures and must be handled through the relevant institutional channels.

These include:

• reports of wrongdoing and whistleblowing;
• harassment and discrimination;
• corruption;
• health and safety matters and emergencies;
• access to administrative records;
• disciplinary proceedings;
• other procedures governed by specific University regulations.