Analysis and Materials Complaint Management
Analysis and Use of Results from Complaint Management
Issues are first of all recorded and examined (ac cording to quantity and quality), then categorised in accordance with their nature (quantitative and content) and in accordance with the nature of the process and/or solution.
Any information that might identify the individuals involved is processed so as to preserve their anonymity and no detailed personal data are re leased. This applies to both the processing of the complaint as well as to statistical analyses and use of the results, to prevent individuals or actual situations being identified.. In addition, personal data are deleted after processing is completed or no later than one year after collection.
Notifications received orally (including by telephone) or in text form (including digital, e.g. web forms) will be saved as (electronic) text records. Within the Complaint Management framework, abstract and objective data on the entire issue are recorded in a database for documentation purposes on the basis of the data provided by the person(s) making the report, the progress of the case and the persons involved. Until an issue is concluded/finalised, there may be hybrid files (a mix of electronic file and paper file) which are subsequently converted to virtual.
The data and results are used for internal University analyses. Announcements may in particular be made in the following forms: presentations at public or private meetings, electronic systems, reports in text form.
Complaint Management compiles the total of suggestions, advice, complaints, questions and criticism and related results into a four-yearly report of activities and makes it available to the bodies and university staff responsible for teaching and learning, and/or informs them about the results of analysis at a high level of abstraction. The decentralised and central institutions can use the results and incorporate them into quality management.
Complaint Management Materials