Activities of the ombudsman












            ******************************************************************************************

            *
            ******************************************************************************************



            *=========================================================================================
            * A. Types of activities

            *=========================================================================================
            The ombudsman performs the following types of activities in particular:
            1.case work consisting of personal contact with the submitter of the complaint(s), includi

              leading to the resolution/investigation of those complaints,
            2.receipt of suggestions for the resolution of systemic issues in relation to their tasks,

            3.identification of problems and obstacles with a negative impact on the work, study and a
              environments at the University,
            4.methodology, training and creation of a suitable environment for the prevention and reso

              problems,
            5.formulation of recommendations to the relevant bodies for the resolution of specific cas
              processing of proposals for systematic changes in order to prevent them.


            The ombudsman further accepts suggestions for the resolution of systematic issues in relat
            tasks. Additionally, he or she identifies problems and obstacles with a negative impact on

            and academic environments at the University, works methodologically and creates a suitable
            the resolution of problems.


            The ombudsman does not perform the following activities:

            • amend, overturn or replace decisions of statutory bodies of the University,

            • interfere in the activities and decision-making processes of other bodies,
            • behave as an administrative body,
            • take decisions concerning the rights and obligations of students,

            • undertake activities with regard to labour-law relations.



            *=========================================================================================
            * B. Resolution of complaints
            *=========================================================================================


            ------------------------------------------------------------------------------------------
            a) Situations that fall within the competency of the ombudsman

            ------------------------------------------------------------------------------------------
            Following the receipt of a suggestion or complaint, the ombudsman contacts the complainant
            essential clarification of the situation and mutual agreement on the next steps in the res

            The actual form of the solution is at all times derived from the nature of the problems fa
            interests of the complainant. Possible solutions for complaints are strictly individualize
            the following forms:


            • Support and sharing in the difficult situation faced by the complainant, and because of 
              contacted the ombudsman, and seeking of a possible solution,

            • Mediation of contact between the two sides in the conflict (e.g. student x teacher, memb
              manager, etc.) and, ideally, the finding of a conciliatory solution to the conflict,
            • Representation of complainants in complicated, and chiefly extremely sensitive, cases (e

              harassment),
            • Support for the resolution of situations through contact with the responsible units of t
              faculties (e.g. department head, vice-dean, dean, etc.).

            The ombudsman must deal with complaints or suggestions without undue delay, and within no 
            or, for more complex cases, 60 days, of receipt of the complaint or suggestion.


            ------------------------------------------------------------------------------------------
            b) Situations that do not fall within the competency of the ombudsman
            ------------------------------------------------------------------------------------------

            Based on the ombudsman’s knowledge of the case, the complainant is informed that the issue
            within the competency of the ombudsman. The complainant is, at the same time, given recomm
            to proceed with the issue.