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User support |
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Service 1 Deal with requests for information and guidance from future or current students, graduates and other users. |
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Commitment 1 Respond appropriately to all requests for information from users.
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Indicator 1 Satisfaction with the information and the service received in the office of the secretary.
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Admission through continuation of partial official studies @ |
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Service 2 Process applications for admission through the recognition of partial official studies of the students who wish to study at the university and inform them of the decision. |
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Commitment 2 Make a decision regarding the admission for continuation of partial official studies applications by 30 September, unless there is a modification of the academic management processes calendar.
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Indicator 2 Rate of applications for admission through partial official studies processed on time.
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Enrolment |
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Service 3 Provide technical and administrative assistance to students throughout the enrolment process, in undergraduate and master’s studies. |
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Commitment 3 Provide adequate technical and administrative assistance to all students enrolling.
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Indicator 3 Satisfaction with the service during the enrolment.
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Cancellation of enrolment by reason of force majeure @ |
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Service 4 Inform students how they can provide evidence to fulfil the requirements for a total or partial cancellation of enrolment due to force majeure, submit the dean’s report to the committee that has to take a decision and perform procedures derived from it. |
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Commitment 4 Provide the commission deciding upon the cancellation of the enrolment due to force majeure with the dean’s report within a period of 15 business days from the submission of the application accompanied by the supporting documentation.
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Indicator 4 Rate of reports on cancellation of enrolment due to force majeure issued on time.
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Indicator 5 Satisfaction with the service related to the cancellation of enrolment due to force majeure.
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Credit recognition and transfer @ |
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Service 5 Process applications for credit recognition and transfer, submit them to the corresponding commission, inform students of its decision and, if appropriate, issue a receipt of this recognition and include it in the records. |
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Commitment 5 Notify students of all decisions regarding credit recognition and transfer within 15 days from the corresponding commission issuing its report, provided the required documentation has been submitted.
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Indicator 6 Rate of credit recognition processed on time.
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Indicator 7 Satisfaction with the service related to credit recognition and transfer.
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Academic record transfer to other universities @ |
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Service 6 Process academic record transfers requested by students admitted to other universities. |
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Commitment 6 Send academic records, as requested by students, to the relevant university within a period of 30 business days from the submission of the application, as long as the exam records have been processed and the fees have been payed if necessary.
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Indicator 8 Rate of records transferred to other universities on time.
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Receipts and refund of tuition fees @ |
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Service 7 Deal with receipts of students of the faculty, including refunds or additional payments. |
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Commitment 7 Report problems related to receipts requiring amendments by the faculty within 5 business days from the confirmation of payment in the case of refund of fees.
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Indicator 9 Satisfaction with the service related to tuition fees.
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Mobility programmes @ |
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Service 8 Keep the records of students participating in mobility programmes and inform them of their situation. |
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Commitment 8 Include the marks in the outgoing students’ records within 5 business days from receipt of all marks from the relevant university.
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Indicator 10 Satisfaction with the service related to mobility programs.
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Work placements |
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Service 9 Inform students of deadlines and practices related to work placements, and perform required procedures. |
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Commitment 9 Inform students of allocation of placements at least 10 days before the start date.
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Indicator 11 Satisfaction with the service related to work placements
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Undergraduate and master’s dagree final project @ |
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Service 10 Perform procedures related to students’ undergraduate and master’s degree final projects. |
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Commitments 10 Guarantee students fulfilling the requirements the required procedures to be able to defend their undergraduate or master’s degree final projects on time.
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Indicator 12 Satisfaction with the service related to the degree final project.
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Certificates @ |
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Service 11 Issue academic or other certificates at the request of students. |
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Commitment 11 Issue certificates within 7 business days. In the period of enrolment or in the case of an academic record of a curriculum without credits, the period will be 10 days.
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Indicator 13 Rate of certificates issued on time.
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Indicador 14 Satisfaction with the waiting time to receive a certificate.
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Early examination session @ |
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Service12 Process students’ applications for early examination sessions and inform them of the decision. |
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Commitment 12 Make a decision regarding all students’ applications for early examination sessions and communicate it within 10 business days following the deadline for submission of applications.
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Indicador 15 Rate of resolutions on early examination sessions notified on time.
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Indicador 16 Satisfaction with the service related to early examination sessions.
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Academic appeals @ |
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Service 13 Process students’ academic appeals and inform them of the decision. |
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Commitment 13 Communicate the decision of the Academic Appeal Commission regarding academic appeals within a maximum period of 5 business days from its ruling.
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Indicator 17 Satisfaction with the service related to academic appeals.
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Curricular assessment through compensation |
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Service 14 Process students’ applications for curricular assessment through compensation, submit the dean’s report on the fulfilment of requirements for such assessment and perform procedures following the decision. |
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Commitment 14 Include marks in students’ records within 5 business days from receipt of the rector’s approval.
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Indicator 18 Rate of curricular assessment through compensation marks included in records on time.
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Qualifications and european diploma suppplement (EDS) @ |
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Service 15 Process original or duplicate qualifications and the European Diploma Supplement (SET) and deliver them to students. |
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Commitment 15 Approve applications for a certificate of qualification within 15 business days from payment of the fee, except for during the enrolment period, when the deadline will be 30 business days.
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Indicator 19 Rate of qualifications issued on time.
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Doctorate @ |
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Service 16 Keep documents and information of interest related to doctoral programmes of the faculty, including those related to the thesis deposit and defence. |
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Commitment 16 Guarantee doctoral students meeting requirements the required procedures to be able to defend their theses on time.
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Indicator 19 Satisfaction with procedures and information regarding doctoral studies..
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Official recognition of foreign qualifications |
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Service 17 Process students’ applications related to the fulfilment of additional training requirements required by the Spanish Ministry of Education for the official recognition of foreign higher education qualifications. |
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Commitment 17 Inform users requesting official recognition of foreign qualifications how to fulfil the training requirements required by the Spanish Ministry of Education within 15 days.
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Indicator 21 Rate of information on official recognition of foreign qualifications given on time.
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Timetables, classrooms and examination dates |
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Service 18 Publish timetables, classrooms and examination dates, once the oferta del curs acadèmic (Academic Year Programme or OCA) has been approved. |
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Commitment 18 Publish timetables, classrooms and examination dates before the start of the enrolment period of each academic year.
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Indicator 22 Satisfaction with the publication of timetables, classrooms and examination dates before the start of the enrolment period.
NOTE: The satisfaction indicators belong to the survey: Student satisfaction with the center's secretariat.
NOTE: @ Electronic process by ENTREU
