Complaint coordinator

Procedure for dealing with complaints

Every student or employee is entitled to submit a complaint, by sending an email to the complaint coordinator: Klachtencoordinator-BK@tudelft.nl. Any complaint should first be submitted to, and dealt with by, the lowest relevant operational level. For example, a complaint about timetabling should first be raised with the timetabling department. If the complainant does not agree with the solution that is offered, he or she may take the complaint to the complaint coordinator. The next step is to the dean, and finally the Delft University of Technology Ombudsman.
 
Education and Student Affairs discusses newly-received complaints. The complaints are put to the person or persons in the department or faculty with responsibility for resolving them. The complainant receives acknowledgement of his complaint and an indication of when it will be dealt with and resolved. He or she is also notified after the complaint has been resolved. Any complaint should first be submitted to, and dealt with by, the lowest relevant operational level. For example, a complaint about timetabling should first be raised with the timetabling department. If the complainant does not agree with the solution that is offered, he or she may take the complaint to the complaint coordinator. The next step is to the dean, and finally the Delft University of Technology Ombudsman.