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Athens International master's program in Neurosciences, Department of Biology, National and Kapodistrian University of Athens

Article 1. Purpose

The goal of the Postgraduate Program is the continuous student-centered improvement of the quality of the provided educational and administrative services according to the principles of transparency, integrity and accountability. For this purpose, the Postgraduate Program has an appropriate mechanism for managing student complaints and objections, in order to ensure their immediate and fair processing with efficiency and confidentiality, in accordance with the Internal Operating Regulations of the National and Kapodistrian University of Athens (NKUA).

Article 2. Scope

The procedure concerns any form of complaint or objection related to the quality of educational and administrative services provided by Postgraduate Program. Before expressing a complaint or objection, students must carefully study the Study Guide, as well as the general operating rules of the Postgraduate Program, so that they clearly know their rights and obligations. Responsible for the monitoring and proper implementation of the management process of student complaints and objections is the respective Director of the Postgraduate Program. Complaints, the results, and the actions taken are recorded and stored in a special and secure area to maintain confidentiality, within the Postgraduate Program Secretariat and are used to improve the services provided.

Article 3. Management Policy and Procedure for Submitting Complaints and Objections.

The Postgraduate Program applies specific management stages of student complaints and objections. At all stages of the resolution process, the protection of the personal data of all parties involved is strictly observed, as determined by the legislation in force at any given time. The competent bodies are the Steering Committee and the Director of the Postgraduate Program. The management process is described below.

STAGE 1. Internal/Informal Process

The student discusses with a member of the Faculty or the student advisor, or a member of the administrative/academic staff, depending on the nature of the complaint, in order to provide an immediate solution to his/her problem. At this stage, the dispute can be resolved between the two parties without the involvement of a third party or with the intervention of a third party through mediation. If the problem is resolved, no further action is needed.

STAGE 2. Internal/Official Process

If the problem-complaint is not resolved through the informal process, then a written complaint or objection may be submitted, depending on the severity. The written submission of a complaint or objection is made by the student himself and not by other persons. The said procedure is described as follows:

1. The student submits his request in writing within 30 days from the day the problem appeared. To register the complaint or objection, the Postgraduate Program has issued a Complaints and Objections Submission Form (see below), which is available through the Postgraduate Program website. The form is completed and submitted to the Postgraduate Program Secretariat, receiving a protocol number. In case an informal process has preceded it, this should also be mentioned.

2. The Postgraduate Program Secretariat forwards the student's complaint or objection together with any additional material to the Director of the Postgraduate Program.

3. The Director examines the problem and takes the appropriate actions to deal with the complaint/objection, informing and/or referring to the Steering committee as necessary. It is possible, depending on the nature of the problem, to invite the student concerned to express his/her views before taking further action.

4. In the event that the nature of the issue is complex, the Steering Committee may request assistance and/or refer the case to the competent administrative or other body of NKUA (e.g. Student Advocate, Gender Equality Committee).

5 If the objection is rejected, a new objection for the same issue is not accepted. The decisions taken by the Steering Committee are final and irrevocable. In the event that the student still insists on the decision to resolve the issue, he can apply in writing to the competent body of the NKUA for a new investigation.

Article 4. Right to receive a response

As soon as the management of the respective complaint or objection is completed by the Steering Committee and within a reasonable period of time, depending on the gravity of the matter, the student is duly informed in writing of the final decision regarding his request.

Article 5. Other Ways and Procedures for Submitting Complaints and Objections Course Evaluation


Students have the possibility to use of questionnaires to evaluate the educational process at the course level, as provided by the National Authority for Higher Education (ETHAAE), to evaluate the performance of the PMS and its teaching staff and express their dissatisfaction with possible failures in providing services.

Student Advocate

The institution of the Student Advocate was established by article 55 of Law 4009/2011 with the aim of mediating between students and teaching staff or administrative services of the MKUA, to deal with maladministration phenomena, and with the aim of observing legality and safeguarding its orderly operation. The Student Advocate is responsible for the following matters:

• examination of student requests for problems they face with academic and administrative services and search for solutions to these problems,

• facilitation of the student's contacts with administrative bodies and services,

• examination of reports-complaints of students for violation of provisions and rules of university legislation and ethics,

• informing students about their rights and obligations as members of the University Community.

The Student Advocate has no authority in matters of exams and students' grades.

Gender Equality Committee

By decision of the Senate, a Gender Equality Committee was established at the NKUA as an advisory body to the Senate and the Administrations of Schools and Departments for the promotion of equality at all levels of operation and in all processes of academic life.

The Gender Equality Committee has the following responsibilities:

• recommends to the competent bodies measures to promote equality and combat sexism,

• provides information and training to members of the academic community on issues related to gender and equality,

• provides mediation services in cases of complaints of discriminatory treatment or harassing behavior,

• provides assistance to victims of discrimination when they report discriminatory treatment.

With the Internal Regulation of Universities the issues of support for victims of discrimination by the Gender Equality Committee are regulated in particular. 

lease, click here to download the complaint form.