Complaints

Complaint about a lecturer

1. First, talk to the lecturer in question. Many problems can be resolved this way.
2. Can’t resolve the issue? Contact your study adviser.
3. Still having trouble? Submit your complaint through Central Portal for the Legal Protection of Student Rights (CLRS).

Complaint about a study adviser, department, or the Office of Student Affairs

1. First, contact the person or department that is the subject of your complaint.
2. Can’t resolve the issue? Send an email to the head of the Office of Student Affairs: dos.rechten rug.nl.

Complaint about a course or lecture
Do you have a complaint about the content of a lecture or the manageability of a course? Contact the Programme Committee of your degree programme.

Complaint About Examinations

General
Do you have a complaint about the organisation, procedure(s), or administration of exams?

1. First, raise your objection with the examiner or invigilator.
2. If you cannot resolve the issue, submit a formal complaint to the Board of Examiners.

Examples of complaints about exams

• The examiner or invigilator arrived late
• The exam contained vague questions
• Technical issues during digital exams
• Noise disturbances during the exam
• Inaccurate grading of the exam

Please note: the Board of Examiners cannot change a grade, but it can take measures to prevent a recurrence.

Complaint about the content or grading of an exam
Do you disagree with the content or grading of an exam (and therefore the grade)?

1. Submit your objection to the examiner in question.
2. If you cannot resolve the issue, lodge an appeal to the Board of Appeals for Examinations (CBE) within 6 weeks of the grade being announced via the online Legal Protection portal.

Complaint about how the exam was conducted
Submit your complaint online to the Board of Examiners (BoE-Law rug.nl). You will receive a response within 6 weeks.

Different type of complaint or complaint of a confidential nature
Does your complaint not fall under the categories listed above? Or is your complaint confidential and you find it difficult to discuss? If so, please contact your study adviser for guidance.

Complaint regarding unwanted Behaviour, unequal treatment, or stalking
Are you experiencing unwanted behavior, stalking, or unequal treatment?

• Contact the Confidential Adviser’s Office.
• Or contact the Central Contact and Information Point for Social Safety.

If you are unable to do so, you can file a formal complaint through the Central Portal for the Legal Protection of Student Rights (CLRS).

Please note: formal complaints must be resolved within 6 weeks.

• Be specific and constructive: clearly state what the problem is and what you see as the solution.
• Treat each other with respect: if you feel unsafe, you can report it to a UG staff member.

1. Your complaint will be assigned a case number.
2. Within 1 working day, the CLRS administrator will forward your complaint to the relevant faculty (this does not apply to complaints submitted directly to the Faculty).
3. The Faculty will contact you as soon as possible to let you know who is handling your complaint and within what timeframe you can expect a response (no later than 6 weeks).
4. The person handling the complaint will attempt mediation (hearing both sides of the story). As a result, it is not possible to file a complaint anonymously. The person who is the subject of the complaint will receive a copy of your complaint and any attachments.
5. Within 6 weeks, you will receive a substantive assessment of your complaint, including a possible solution.
6. The case handler will send a copy of the assessment to the CLRS administrator (this does not apply to complaints submitted directly to the Faculty).
7. Your complaint will be considered resolved and the case will be closed.

For additional information, you can check:

• Brigthspace
• the Student Charter, chapter Legal Protection (page 32)
• the General Complaints Procedure