Submitting and processing complaints at MU
The submission of complaints at Masaryk University is governed by Rector's Directive No. 3/2008, on the Processing and Registration of Complaints, Motions and Petitions at Masaryk University. In accordance with this directive, a complaint constitutes a submission whereby individuals turn to MU or its constituent parts for protection of their personal or legally stipulated rights. Complaints also include submissions made by affected persons in accordance with section 175 of Act No. 500/2004 Coll., the Administrative Procedure Code.
1. Submitting complaints
(1) Complaints may be submitted orally or in writing both in printed and electronic form. The oral submission may be recorded in a protocol. A written complaint in printed form may be delivered via a post license holder or in person at the mailroom of the Rector’s Office, faculties or other MU constituent parts.
(2) Electronic complaints may be delivered to the MU data box or to the MU digital mailroom via e- mail with a qualified electronic signature. Unless the complaint is attached the qualified electronic signature, it must be submitted as a printed complaint within 5 days. This shall not apply if the complaint is sent by an employee or a student from an e-mail address assigned by MU (IS, Office 365). Persons who have been assigned a university identification number (UIN) may submit a complaint via an authenticated form available on MU website in section Official notice board (link below).
(3) It must be clear who makes the submission, in what matter and what the proposal is. The requisites of the submission are:
- first name, surname and delivery address of the natural person,
- name and registered office of the legal entity, including the first name and surname of a person authorized to act on its behalf,
- designation of MU constituent part, MU body or person who is the addressee,
- specification of the matter of the submission,
- date and signature.
(4) Anonymous submissions will be processed only in case their content suggests the occurrence of serious misconduct or a breach of the law.
(5) Each submission is assessed on its own merit, i.e. according to the actual contents and regardless of how it is marked by the complainant.
2. Processing complaints
(1) In case the submitted complaint fails to comply with the prescribed requirements, the complainant will be asked, within five days of the submission, to include all of the necessary information within a period of 30 days. The complainant will also be advised that, should he/she fail to do so, the complaint will be discarded without further advice.
(2) The head of the MU constituent part (Dean, Director) under whose material jurisdiction the subject of complaint falls is responsible for due and timely processing of the complaint. The head of the MU constituent part may authorize another person with processing or investigating the complaint whereas conditions under Section 8 shall be met, i.e. excluding person who might by biased.
(3) The designated period for resolving complaints is 60 days from the date of delivery of a flawless submission; By the end of the period, the complainant shall be informed of the final disposition of his/her complaint. In case a submitted complaint is reassigned due to a lack of jurisdiction, the processing period only begins once the complaint is delivered to the relevant constituent part of MU. In case the complaint cannot be processed within the designated period due to its extraordinary difficulty, the period may be extended to a maximum duration of 90 days following the consent of the dean, director of a constituent part of MU or the MU Rector. The complainant must be informed of any extension of the designated period as well as of the grounds for such an action in writing within 60 days from the submission of the complaint.
(4) If the complainant’s assistance is needed for due investigation into the complaint, the period for processing shall be interrupted from the day of sending the call to provide assistance to the day of its provision. The complainant shall be informed of the above fact in the call.
(5) A person tasked with investigating a complaint shall assess investigation results and examine the legitimacy (justifiability) of a complaint. If the complaint is justified, the person in charge of the investigation shall take the necessary remedial action. In case the relevant corrective measures are outside of the scope of his/her competence, remedial action shall be taken by a senior employee following a proposal made by the person tasked with investigating the complaint.
3. Conclusion of the investigation
(1) Following the investigation, the complainant shall be informed in writing about how the complaint was dealt with, whether and why it was classified as legitimate or not and whether any remedial action was taken.
(2) The person against whom the complaint was directed shall be informed of the investigation results in an adequate manner.
(3) If the complainant believes that his/her complaint was not properly investigated and processed, he/she may ask the Rector for a review of the processing.
Information: Submitted complaint will be forwarded to the MU Office of the Rector's Inspectorate for further processing and registration.