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Incidents and Suggestions

 

Information for the collection and processing of incidents, reclamations and suggestions of the users of the services of the EPSEB.

COLLECTION OF INCIDENTS, CLAIM AND SUGGESTIONS

The channels of collection of incidents, claim and suggestions are:

By written:

  • Administrative way, through the format of normalized instance, to be delivered to the school secretary. (Annexed-1)
  • The suggestion mailbox, through a free format or a format of Suggestions which is above the mailbox, to be introduced in the mailbox that is in the ground floor of the school. (Annexed-2)

By the Web:

Other Channels:

  • Visit to the head teacher, keeping a record of the visits with the topics to talk about in format of register of the visit to the head teacher.
  • Tutoring system, being registered in the final inform of the mentoring.
  • Point of information, channeling incidents, claims and suggestions to the corresponding responsible.

TREATMENT OF INCIDENTS, CLAIMS AND SUGGESTIONS

In case of incidents, claims and suggestions of academic character, it means related with the content, form and development of the subjects in which are matriculated, the students has stablished a way to its resolution:

  • In first the student can go with the professor of the subject to solve the situation.
  • In case that the case has not been solved, the student can go with the responsible of the subject.
  • In case that the situation neither has been solved, the student can appeal, with a previous solicitation, with the head teacher, this solicitation has to be answered in less than 10 working days.
  • If the resolution is not satisfactory to the student, this one can resort, with a previous solicitation to the Center director
  • If the resolution is not satisfactory to the student, this one can resort, to the rector.

In case of incidents, claims and suggestions of academic character and/or administrative character, the Head of the Management and Support Services will send them to whoever has the adjudicative competence, or will resolve those that are of informative character, with a maximum period of 10 working days, whatever is the collective character.

The answers will be also in function of the entrance channel:

  • Instances, solved in the document.
  • Suggestions in the mailbox, according to the data provided by the caller
  • Virtual consultancies and electronic mails, by e-mail