Step 1 – Raising an issue informally at local level
Most issues can be resolved in a relatively informal manner by communicating the concern to the staff member or individuals involved. Where a student, or a group of students are unhappy with the service in some part of the university, they should make reasonable efforts to resolve their issue informally at this local level. If for some reason you are unable to raise your issue at this level, you may proceed to step 2 but please explain why you could not raise your issue at a local level.
Step 2 – Making a formal complaint at department/unit level
Where there is a significant issue which has not been successfully resolved at the informal level outlined in Step One, the student or group of students may decide to escalate the issue by making a formal complaint to department/school or unit relevant to the concern. To escalate an issue to a formal complaint, students should contact the relevant department/unit for more information on how to submit a complaint. If for some reason you are unable to make a complaint at this level, you may proceed to step 3 but please explain why you could not submit your complaint at department/unit level.
Step 3 – Making a formal complaint at university level
If the issue remains unresolved having been considered at the Department/school/unit level outlined in Step 2, the student or students may make a complaint at university level. This level is intended to consider complaints which have not been successfully resolved at the other levels outlined above. Students can submit a complaint to the university by completing a complaints form and sending it to student.complaints@mu.ie
Please read the
Maynooth University Student Complaints Procedure
before submitting a complaint
What can I make a complaint about?
This procedure allows students to make a complaint about an action or inaction by the University, or a member of staff in the course of their duties. A complaint may concern:
- Academic, administrative, or student support service processes or procedures
- The standard or quality of services and facilities provided
- Unfair treatment by the University or its staff
- An alleged action/inaction by the University or a member of its staff
What can I not make a complaint about?
Certain types of complaints are excluded from this process, as there are alternative procedures within the University for addressing them:
- Complaints about academic results. Issues of improper process in the conduct of examinations and for academic results are considered through the Examinations Appeal Process. The student complaints procedure is not empowered to adjust student results. However if a complaint were to give rise to the a real or perceived possibility of victimisation in assessment, the Complaints Committee may recommend that the student work be reviewed by an appropriate person.
- Issues related to academic matters are dealt with in the Teaching & Learning guidelines (2018).
- Complaints relating to the conduct of another student are handled through the Student Discipline Process.
- Complaints about the release or withholding of data under the Freedom of Information or Data Protection policies. There is a separate appeals procedure for Data Protection and Freedom of Information matters.
- Complaints about the outcome of other university formal procedures, e.g. the procedures for research misconduct, student conduct, examination appeals, academic discipline.
Who can make a complaint?
Those eligible to make a complaint under this policy are students who are currently registered as a Maynooth University or within 3 months of ceasing registration as a student.
Can my complaint be anonymous?
The university will not normally respond to anonymous complaints, or complaints from unidentifiable email addresses. Nevertheless, where there is sufficient information provided, the university may decide to investigate an anonymous complaint.
Can someone else make a complaint on my behalf?
Third party complaints on behalf of students are generally not accepted by the University. However, if a student is unable, because of a registered disability or incapacitation, to raise a compliant on their own, the student may authorise another individual to have access to personal information in order to pursue the complaint on their behalf. The University will consider the complaint on a case by case basis, in compliance with applicable laws.
How long do I have to make a complaint?
A complaint should be made a soon as possible after the incident. Complaints that have not been made within 3 months of the incident (or last recurring incident) giving rise to the complaint will not normally be accepted.
How do I raise a concern?
Step 1: Most issues can be resolved in a relatively informal manner, by communicating the concern to the person/people involved. Where a student, or group of students, has a concern, they should make reasonable efforts to resolve it informally at a local level before escalating it to a formal complaint. Students may raise their issue verbally or in writing.
How do I make a complaint to a Department/School or Unit?
Step 2: Where there is a significant issue which has not been successfully resolved by way of Step 1, the student or students may decide to escalate the issue by making a formal complaint to the Department/School or Unit responsible. Please contact the relevant Department/School or Unit for further information on how to submit a complaint.
How do I make a complaint to the University?
Step 3: If, after consideration at the Step 2 level, the matter is not resolved, the student or students may make a complaint through the Student Complaints Procedure. This procedure is intended to consider those complaints which cannot be resolved at the other levels.
How can I make a complaint?
Students are advised to read the Student Complaints Procedure policy documents before submitting a complaint and to follow the process it outlines by attempting to resolve your issue at local level firstly.
If you cannot resolve your issue at a local level you may escalate your issue to a formal complaint to the relevant department/school/unit.
If you are not satisfied with the outcome of your complaint at department/school/unit level you may escalate your complaint to the university level.
Students can do this by completing the
Student Complaints Form
and forwarding it by email to Student.complaints@mu.ie.
What happens to my complaint?
On receipt of a complaint, the complaints officer may, as appropriate:
a) Seek further clarification of your complaint or revert back to the proposed resolution at an earlier stage if appropriate.
b) Decide to refer you to another university process if your complaint falls within the remit of another university process, e.g. the Examinations Appeals Process.
c) Examine the complaint through the student complaints procedure as described below.
The university will seek a written response from the person or unit that is the subject of the complaint. Additional information may also be sought from others with relevant knowledge. The complaint will then be summarised and presented, along with the original complaint, to the Student Complaints Committee for decision.
The Student Complaints Committee will consider the material and make a decision that the complaint is either:
- Upheld wholly or in part
- Not upheld
- Insufficient evidence to make a determination
In cases where the complaint is upheld in whole or in part, the Student Complaints Committee may also recommend actions that it considers appropriate, if any, to address the disadvantage suffered by the student. The Committee may also recommend actions to reduce the likelihood of future difficulties. The relevant officer of the university, who will typically be the head of the relevant Department/School or Unit, will be asked to notify the Committee of the actions taken to respond to the recommendations.
Where the Complaints Committee considers it appropriate, it may refer a matter to a university disciplinary process, or a relevant authority external to the university.
Where the Complaints Committee considers that a complaint is malicious, it may refer it to the student discipline process of the university.
What can I do if I am dissatisfied with the outcome of my complaint?
If you are dissatisfied with the outcome or handling of your complaint by the University, you may contact the Office of the Ombudsman or the Office of the Ombudsman for Children (for complainants under 18 years of age)
https://www.ombudsman.ie/
https://www.oco.ie
Where a student or staff member believes that there was a material breach of the process in the handling of a complaint by the Complaints Officer or the Complaints Committee, they may appeal the decision in writing to the Registrar of the University. Please note that this procedure is for appeals relating to material breaches of the process, and is not a review of the judgement of the Complaints Officer or the Complaints Committee.
If the appeal is upheld , the Registrar will ask the Complaints Committee to review the matter again.
Can I seek advice/guidance before I make a complaint?
Yes, it is encouraged that students refer to the relevant University supports (e.g. Students Services or Maynooth Student’s Union) for guidance if they have an issue or complaint.
