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 (verbal, telephone, e-mail)

(1) Complaints are to be mailed by post to the designated MU address or the addresses of its constituent parts. Complaints may also be delivered in person to the Rector’s Office mailroom or to the mailrooms of MU constituent parts. Complaints may also be filed by fax or in electronic form. Submissions delivered in such a manner must be supplemented with the original or an identical written submission within five days. Submissions not completed in this manner within the designated period shall be disregarded. Electronic submissions complete with certified electronic signatures form the sole exception to this rule.

(2) In order to expedite the process, complaints are best addressed to senior university employees or authorities or the immediate superiors of the persons or authorities against whom the complaint is being lodged.

(3) The submission must clearly indicate the persons, behaviour and matters concerned as well as a proposal for further action. Submission requirements include the following:

  1. name and address of the natural person submitting the complaint, i.e. the complainant,
  2. designation of a constituent part, MU body or person to whom the complaint is addressed,
  3. designation of the matter in question,
  4. 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. Confusing complaints which fail to communicate the matter at hand will not be processed.

(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) Complaints shall be processed objectively by a relevant senior university employee or MU body or constituent part or an authorised person.

(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) 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. 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. A legitimate complaint is deemed to have been disposed of as soon as any remedial action has been implemented following an investigation and once the complainant has been informed of the outcome.

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