{"id":203299,"date":"2026-03-19T12:12:32","date_gmt":"2026-03-19T11:12:32","guid":{"rendered":"https:\/\/univet.hu\/en\/about\/units\/department-of-pathology\/new_child_page\/"},"modified":"2026-03-19T12:12:32","modified_gmt":"2026-03-19T11:12:32","slug":"complaint-handling-protocol","status":"publish","type":"page","link":"https:\/\/univet.hu\/en\/about\/units\/department-of-pathology\/complaint-handling-protocol\/","title":{"rendered":"Complaint Handling Protocol"},"content":{"rendered":"<ol> <li><strong> Purpose<\/strong><\/li> <\/ol> <p>The purpose of this protocol is to ensure that complaints related to the activities of the Department of Pathology are handled in a fair, transparent, timely, and consistent manner, while maintaining professionalism and confidentiality.<\/p> <ol start=\"2\"> <li><strong> Scope<\/strong><\/li> <\/ol> <p>This protocol applies to all complaints submitted by:<\/p> <ul> <li>Students (undergraduate, graduate, postgraduate)<\/li> <li>Staff members<\/li> <li>External collaborators<\/li> <li>Clients (e.g., diagnostic submissions)<\/li> <\/ul> <p>It covers issues related to:<\/p> <ul> <li>Teaching and examinations<\/li> <li>Diagnostic services<\/li> <li>Research activities<\/li> <li>Professional conduct<\/li> <li>Administrative processes<\/li> <\/ul> <ol start=\"3\"> <li><strong> Definition of Complaint<\/strong><\/li> <\/ol> <p>A complaint is defined as any expression of dissatisfaction regarding services, behavior, decisions, or processes within the department that requires a formal response.<\/p> <ol start=\"4\"> <li><strong> Principles<\/strong><\/li> <\/ol> <p>Complaint handling is guided by the following principles:<\/p> <ul> <li><strong>Impartiality<\/strong> \u2013 All complaints are assessed objectively<\/li> <li><strong>Confidentiality<\/strong> \u2013 Personal data and sensitive information are protected<\/li> <li><strong>Timeliness<\/strong> \u2013 Complaints are handled within defined deadlines<\/li> <li><strong>Transparency<\/strong> \u2013 Clear communication throughout the process<\/li> <li><strong>Accountability<\/strong> \u2013 Proper documentation and responsibility at each stage<\/li> <\/ul> <ol start=\"5\"> <li><strong> Submission of Complaints<\/strong><\/li> <\/ol> <p>Complaints may be submitted via:<\/p> <ul> <li>Email to the designated departmental contact (<a class=\"decrypt\" rel=\"t{plf\/uvoefAvojwfu\/iv\" href=\"javascript:void(0);\">[Click to see email]<\/a>)<\/li> <li>Written submission to the department office<\/li> <li>Official university complaint platforms<\/li> <\/ul> <p>The complaint must include:<\/p> <ul> <li>Name and contact details of the complainant<\/li> <li>Description of the issue<\/li> <li>Relevant dates and individuals involved<\/li> <li>Supporting documentation (if available)<\/li> <\/ul> <p>Anonymous complaints will be considered only if sufficiently detailed and justified.<\/p> <ol start=\"6\"> <li><strong> Complaint Handling Procedure<\/strong><\/li> <\/ol> <p><strong>6.1 Acknowledgement<\/strong><\/p> <ul> <li>The complaint must be acknowledged within <strong>5 working days<\/strong><\/li> <li>The complainant receives confirmation and information about the process<\/li> <\/ul> <p><strong>6.2 Initial Assessment<\/strong><\/p> <ul> <li>Conducted by the <strong>Head of Department<\/strong> or designated officer<\/li> <li>Determines: <ul> <li>Whether the complaint falls within departmental competence<\/li> <li>The severity and urgency of the issue<\/li> <li>Whether immediate action is required<\/li> <\/ul> <\/li> <\/ul> <p><strong>6.3 Investigation<\/strong><\/p> <ul> <li>An impartial investigator or committee may be appointed<\/li> <li>Relevant parties may be contacted for statements<\/li> <li>Documentation and evidence are reviewed<\/li> <\/ul> <p><strong>6.4 Decision<\/strong><\/p> <ul> <li>A formal decision is made based on the findings<\/li> <li>Possible outcomes include: <ul> <li>No action required<\/li> <li>Clarification or explanation provided<\/li> <li>Corrective measures implemented<\/li> <li>Disciplinary procedures initiated (if applicable)<\/li> <\/ul> <\/li> <\/ul> <p><strong>6.5 Response to Complainant<\/strong><\/p> <ul> <li>A written response is provided within <strong>30 working days<\/strong> (unless extended with justification)<\/li> <li>The response includes: <ul> <li>Summary of findings<\/li> <li>Decision and reasoning<\/li> <li>Actions taken (if any)<\/li> <\/ul> <\/li> <\/ul> <ol start=\"7\"> <li><strong> Appeals<\/strong><\/li> <\/ol> <p>If the complainant is not satisfied with the outcome:<\/p> <ul> <li>An appeal may be submitted within <strong>15 working days<\/strong><\/li> <li>Appeals are reviewed at the <strong>faculty or university level<\/strong>, according to institutional regulations<\/li> <\/ul> <ol start=\"8\"> <li><strong> Record Keeping<\/strong><\/li> <\/ol> <ul> <li>All complaints and related documents must be recorded and stored securely<\/li> <li>Records are maintained in accordance with data protection regulations<\/li> <li>Periodic review of complaints may be conducted to improve departmental processes<\/li> <\/ul> <ol start=\"9\"> <li><strong> Confidentiality and Data Protection<\/strong><\/li> <\/ol> <ul> <li>All personal data are handled in compliance with applicable data protection laws<\/li> <li>Information is shared only with individuals directly involved in the process<\/li> <\/ul> <ol start=\"10\"> <li><strong> Responsibilities<\/strong><\/li> <\/ol> <ul> <li><strong>Head of Department<\/strong>: overall supervision of complaint handling<\/li> <li><strong>Designated Officer\/Committee<\/strong>: investigation and documentation<\/li> <li><strong>Administrative Staff<\/strong>: registration and tracking of complaints<\/li> <\/ul> <ol start=\"11\"> <li><strong> Review of Protocol<\/strong><\/li> <\/ol> <p>This protocol should be reviewed every <strong>2\u20133 years<\/strong> or as required by institutional or legal changes.<\/p>","protected":false},"excerpt":{"rendered":"<p>Purpose The purpose of this protocol is to ensure that complaints related to the activities of the Department of Pathology are handled in a fair, transparent, timely, and consistent manner, while maintaining professionalism and confidentiality. Scope This protocol applies to all complaints submitted by: Students (undergraduate, graduate, postgraduate) Staff members External collaborators Clients (e.g., diagnostic<\/p>\n","protected":false},"author":125,"featured_media":0,"parent":3376,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-203299","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/pages\/203299","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/users\/125"}],"replies":[{"embeddable":true,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/comments?post=203299"}],"version-history":[{"count":1,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/pages\/203299\/revisions"}],"predecessor-version":[{"id":203300,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/pages\/203299\/revisions\/203300"}],"up":[{"embeddable":true,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/pages\/3376"}],"wp:attachment":[{"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/media?parent=203299"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/categories?post=203299"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/univet.hu\/en\/wp-json\/wp\/v2\/tags?post=203299"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}