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.


ADMISSIONS FOR RESTARTING 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: Resolution rate of admission procedures for partial
official studies within the deadline.


ENROLMENT

Service 3: Providing administrative assistance to students during the
enrolment process, both in undergraduate and master’s studies.

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

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


CANCELLATION OF ENROLMENT DUE TO 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.


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 5: Rate of recognitions of credits processed within the due
date.


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 30 working days of the submission.
Documents must have been already processed and fees paid in advance.

Indicator 6: 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 5 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. During the enrolment period, this period
shall be 35 working days.

Indicator 7: Satisfaction with inquiries and management of university
fees.


MOBILITY PROGRAMMES

Service 8: Inform, enrol and manage the files of students who
participate in mobility programmes.

Commitment 8: Provide students information for their mobility stay and
manage their enrolment, study contract, academic file and general
administrative matters.

Indicator 8: 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: Inform and manage the processing of external internships
properly.

Indicator 9: 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.

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

Indicator 10: Satisfaction with the information received on procedures
or consultations about final projects .


CERTIFICATES

Service 11: Issuing academic certificates and other certificates
requested by students that cannot be processed through the Electronic
Office.

Commitment 11: To issue academic certificates which cannot be obtained
through the online office within 15 working days, except during the
enrolment period which will be 45 working days.

Indicator 11: Certificate issuance rate within the deadline.


APPEALING EXAM GRADES

Service 12: Processing the student’s applications to appeal exam
grades and informing them about the resolutions.

Commitment 12: To communicate the resolutions of exam grades appealing
within a maximum of 5 working days from the decision of the Grade
Revision Committee.

Indicator 12: Satisfaction with the information received on procedures
or enquiries regarding appealing exam grades.


CURRICULAR EVALUATIONS FOR COMPENSATION

Service 13: 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 13: To add the qualifications to the student’s record
within 5 working days of receiving the rector’s favourable decision .

Indicator 13: 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 14: Processing request degree certificates (ordinary or
duplicate) and the European Diploma Supplement (SET) and delivering them
to the students.

Commitment 14: 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 45 working days.

Indicator 14: Rate of certificates processing within the due date.


SCHEDULES, CLASSROOMS AND EXAMS CALENDAR

Service 15: Publishing schedules, classrooms and exam dates after the
Academic Year Offer’s approval.

Commitment 15: To publish the schedules, classrooms and exam dates for
each academic year before the beginning of the enrolment period.

Indicator 15: Compliance with the publication of schedules, classrooms
and exam dates before the beginning of the enrolment period.