Procedure Ombudsperson and Complaint Management

1. Case intake: A personal consultation after scheduling an appointment is recommended to clarify any questions directly. Alternatively, communication via email, phone, or video conference is also possible. During this, involved parties and entities are identified.
2. Advice on possible actions: Subsequently, advice on possible courses of action is given, and it is discussed whether the Ombudsperson should act and, if so, what steps she will take next.
3. Research: If necessary, the Ombudsperson will gather additional information first, for example, regarding relevant university regulations.
4. Requesting statements: If the Ombudsperson is tasked by students to find a solution, she will request statements from the involved or responsible persons to consider all perspectives equally.
5. Impartial assessment: Once the statements are received, the Ombudsperson will weigh the arguments and come to an impartial assessment.
6. Mediation: Based on the arguments and her assessment, the Ombudsperson will attempt to mediate between the different parties and agree on a solution satisfactory to all involved.
7. Involving further entities: If mediation is not successful and the Ombudsperson determines that university action is needed, she may involve the responsible Dean of Studies and the member of the university's executive board responsible for students and academic services to reach a solution.

All concerns are handled confidentially and impartially. Personal data of students or data that allow conclusions to be drawn about students are only shared with their explicit consent.

Anonymous reports are possible but can only be processed if the issue is fully described or if there is a possibility for follow-up questions. To establish an interest in finding a solution, allegations against individuals will only be pursued by the Ombudsperson if the informants reveal their identity at least to the Ombudsperson.

Interested? Check out the FAQs, the services, or the homepage of the Ombudsperson and the Complaint Management. There you will find information on what to expect when you get in contact and much more.