Complaint Management Policy

General Framework of the Complaint Management Procedure

Within the scope of its educational, research, and administrative activities, the Athens School of Fine Arts (ASFA) ensures the provision of services to its student population, including among other things student welfare services, administrative support services for academic programmes, etc.

During the provision of educational services or other welfare and support services to ASFA students, as well as to the general public interacting with its services, complaints may arise. Such complaints can be expressed either through written submissions or by completing standardised questionnaires.

The complaint management procedure pertains to a wide range of grievances that may be raised by both ASFA students and members of the public generally interacting with ASFA services.

Complaints that may be expressed could relate to:

  • the educational process,
  • the interaction with administrative services,
  • the delivery of any other services.

The purpose of this procedure is to describe how ASFA manages complaints* expressed both by its students and members of the public generally engaging with its services.

* A “complaint” is understood to be any expression of dissatisfaction by ASFA students related to the failure to meet expectations regarding the quality level of services provided (whether educational, administrative, or student welfare services).

Responsibility for implementing the complaint management procedure lies with:

  • The Chairs of the academic Departments and the units and bodies involved in the Quality Assurance System, as well as the Student Ombudsman, where relevant, for complaints mainly expressed by students and related to the educational process;
  • The Heads of administrative services for complaints expressed by students and members of the public in relation to their interactions with the administrative services of ASFA.

Complaint management procedure steps

The complaint management procedure followed is outlined below:

  1. The party concerned completes the “Complaint Submission Form” – provided at the end of this regulation – describing the issue in question, which pertains either to the educational process, a transaction with the administrative services of the Department/Institution, or any other services provided (e.g. student welfare or other benefits).
  2. Subsequently, the party concerned submits the “Complaint Submission Form” either in person or electronically via email:
    • to the ASFA Protocol Office (protocol@asfa.gr) in case the complaint pertains to administrative services or student welfare services;
    • to the Secretariat of the Dean’s Office (secr-dean@asfa.gr) or of the relevant academic department;
  3. All aforementioned services are obliged, in the case of electronic submission, to communicate to the sender the registration protocol number within forty-eight (48) hours from the receipt of the complaint.
  4. Once received and registered, the Complaint Submission Form is immediately forwarded to the relevant administrative service heads or Department Chairs for resolution of the issue.
  5. For each complaint, the head of the administrative unit or the Chair of the academic Department reviews the matter and takes action to resolve it, informing the complainant within a reasonable period of time.
  6. If the issue concerns the educational process and cannot be resolved through the actions of the Chair of the academic Department (informal resolution), or if after informal resolution the student submits a new request for reconsideration or revision, the Chair may refer the matter to the relevant legally mandated collective bodies: (a) the Department’s Assembly and the Department’s Administrative Board, and (b) the Dean’s Office for the School of Fine Arts.
  7. In cases where the issue is too complex and resolution of the problem is not feasible, the drafting of a Corrective Action Report is mandatory, outlining clear proposals for improvement or resolution of the issue.


Complaint Submission Form

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