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Customer service and information for users


Service 1

Dealing with information queries and guidance for students (future, current and graduate) and other users.

  • Commitment 1 To respond appropriately to all the information queries made by users.

  • Indicator 1 Satisfaction with the information and personal contact received from the Office.

 

Admission through continuation of partial official studies @


Service 2

Processing entrance applications through the recognition of partial official studies of students who wish to join the centre and informing about the
resolutions.

  • Commitment 2 To process applications for admissions to the centre through the entrance procedure for partial official studies before 30
    September (unless any modification of the academic management processes timetable)

  • Indicator 2 RResolution rate of admission procedures for partial official studies within the deadline.

 

Enrolment


Service 3

Providing technical and administrative assistance to students during the enrolment process, both in undergraduate and master's studies.

  • Commitment 3 To provide appropriate technical and administrative assistance for enrolment to all students who request it..

  • Indicator 3 Satisfaction with the help provided during the enrolment process..

 

Cancellation of enrolment by reason of force majeure @


Service 4

Informing students about how to meet the requirements to totally or partially cancel enrolment due to force majeure, sending the management
report to the pertinent committee and starting any procedures derived from it..

  • Commitment 4 To make available the procedure for cancellation of enrolment due to force majeure to the pertinent committee and the Dean's
    report within 15 working days of the presentation of the application along with all the supporting documentation.

  • Indicator 4 Rate of reports issued in time in the matter of cancellation of enrolment due to force majeure.

  • Indicator 5 Satisfaction with inquiries or procedures regarding the cancellation of registration due to force majeure within the deadline..

 

Recognition and transfer of credits @


Service 5

Processing applications for recognition and transfer of credits, sending them to the corresponding committee, informing the student about
their decision and, if necessary, issuing the receipt of the accepted recognition.

  • Commitment 5 To notify all the decisions about recognition and transfer of credits within 15 days of the issuing of the corresponding committee's report, as long as the student provides the required documentation.

  • Indicator 6 Rate of recognitions of credits processed within the due date.

  • Indicator 7 Satisfaction with inquiries or arrangements for recognition and credit transfers.

 

Academic records transfer to other universities @


Service 6

Processing the academic records transfer requested by students accepted in other universities.

  • Commitment 6 To process the transfer of records requested by students to the destination centre within 3 months of the submission. Documents must have been already processed and fees paid in advance..

  • Indicator 8 Rate of transfer of academic records to other universities within the due date.

 

Invoices and refunding fees @


Service 7

Managing students' receipts, including refunds and additional payments..

  • Commitment 7 To inform within 10 working days about any incidents related to payments when the centre is responsible for them. In the case of fee refunds, the due date will be 5 working days from the confirmation of the payment.

  • Indicator 9 Satisfaction with inquiries and management of university fees.

 

Mobility programmes @


Service 8

Coordinating and managing the files of students who participate in mobility programmes and reporting the resolutions..

  • Commitment 8 To add the qualifications into the mobility students transcript within 5 working days of the closure of the mobility transcript..

  • Indicator 10 Satisfaction with inquiries and management of mobility programmes.

 

Work placements


Service 9

Informing students about the procedures and deadlines related to work placements and making the corresponding arrangements.

  • Commitment 9 To inform students about the assignment of work placements at least 10 days before starting.

  • Indicator 11 Satisfaction with the information received on procedures or enquiries regarding work placements.

 

Undergraduate Degree Final Project and Master's Degree Final Project @


Service 10

Managing the procedures regarding degree's and master's final projects.

  • Commitments 10 To guarantee students who meet the requirements the appropriate processing to defend their final projects within the deadline.

  • Indicator 12 Satisfaction with the information received on procedures or consultations about final projects.

 

Certificates @


Service 11

Issuing academic certificates as well as other certificates at the request of students.

  • Commitment 11 To issue academic certificates which cannot be obtained through the online office within 10 working days, except during
    the enrolment period.

  • Indicator 13 Certificate issuance rate within the deadline.

  • Indicador 14 Satisfaction with the time of delivering certificates.

 

EBringing forward examination sittings @


Service12

 Processing student's applications to bring forward examination sittings and informing about the resolutions.

  • Commitment 12 To appropriately resolve all student applications to bring forward examination sittings and informing them about the
    resolutions within 10 working days from the submission deadline.

  • Indicador 15 Notification rate of resolutions in the matter of bringing forward examinations sittings within the due date.

  • Indicador 16 Satisfaction with queries or procedures on bringing forward examinations sittings.

 

AAppealing exam grades @


Service 13

Processing the student's applications to appeal exam grades and informing them about the resolutions.

  • Commitment 13 To communicate the resolutions of exam grades appealing within a maximum of 5 working days from the decision of the
    Grade Revision Committee.

  • Indicator 17 Satisfaction with the information received on procedures or enquiries regarding appealing exam grades.

 

Curricular evaluations for compensation


Service 14

Processing the student's applications about curricular evaluation for compensation, sending the dean's report regarding the fulfilment of the
requirements and processing the resolution.

  • Commitment 14 To add the qualifications to the student's record within 5 working days of receiving the rector's favourable decision.

  • Indicator 18 Rate of incorporation of the qualifications of curricular evaluations by compensation in the academic records within the due date..

 

Certificates and European Diploma Supplement (EDS) @


Service 15

Processing degree certificates (ordinary or duplicate) and the European Diploma Supplement (EDS) and delivering them to the students.

  • Commitment 15 To validate applications for issuing certificates within 15 working days of paying the fees, except during the enrolment period, when the due date will be 30 working days..

  • Indicator 19 Rate of certificates issuing within the due date.

 

Doctoral Studies


Service 16

Managing documentation and information of interest related to thesis submissions and defence.

  • Commitment 16 To guarantee doctoral students who meet the requirements the appropriate processing to defend their thesis on the
    scheduled date.

  • Indicator 20 Satisfaction with management and information about doctoral procedures.

 


 

Schedules, classrooms and exams calendar


Service 17

Publishing schedules, classrooms and exam dates after the Academic Year Offer's approval

  • Commitment 17 To publish the schedules, classrooms and exam dates for each academic year before the beginning of the enrolment period.

  • Indicator 21 Compliance with the publication of schedules, classrooms and exam dates before the beginning of the enrolment period.

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NOTE: @ Electronic process by ENTREU

These indicators for satisfaction belong to the survey Student Satisfaction with the Office of the Secretary of the Faculty.