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.