Complaint Management

COMPLAINT MANAGEMENT IN THE AREA OF QUALITY DEVELOPMENT IN STUDIES & TEACHING
QM complaint management is regulated in the Quality Development in Studies and Teaching Guideline (Gazette No. 01/21, Chap.6).

Guidelines for handling complaints according to the QE guideline:

Complaints are made in writing to the following e-mail address: qm-beschwerde@leuphana.de.They can also be addressed orally to the complaints officer.
Complaints are analysed by the complaints officer and processed with the aim of enabling integrative cooperation. In this sense, the processing of a complaint aims in particular to improve information and communication flows, to delimit or determine responsibilities or to further develop processes and procedures.
The processing of a complaint takes place in the following steps:
- Gathering information and facts
- Clarify the goal(s) of the complaint process
- Agree on steps to resolve the complaint, including monitoring.
- Both the complainant and the complaints officer and his/her representative are obliged to participate in this process in a solution-oriented manner.
- The steps taken to deal with the complaint are documented; they are subject to confidential treatment.