• Inquiry or support: Requesting information or a simple technical solution.
• Complaint: An objection to a service, behavior, or delay.
• Grievance: An objection to an administrative, academic, or financial impact.
• Appeal: Request to review a final announced decision.
• Mediation: Attempting a consensual solution when it suits the nature of the conflict.

The application is submitted via the account or [email protected]. It shows the name or reference number, the decision or incident, the date, the required solution, and the available documents.

No complex template is required to accept the application, and reasonable assistance in drafting it or an alternative channel is provided in accordance with POL-17. It may be submitted by an authorized representative.

Receipt is confirmed within two working days whenever the application is individual and technically complete, with a reference number and a statement of deficiencies, if any.

It is permissible to begin a direct attempt at a solution, but the aggrieved person is not forced to communicate with the person against whom he complains about an incident of harassment, danger, or conflict of interest.

The application is referred to the appropriate job authority. If it is related to privacy, security, or behavior, the specialized path is applied without obligating the applicant to resubmit the application.

Whenever possible, the final review is not limited to the person who made the first decision. Discloses conflicts of interest and replaces references when needed.

The requester is informed of the status of the file, and the person affected by the allegation is given a fair opportunity to respond, while data and functional confidentiality are protected.

• Minor errors: five working days;
• Completed applications that require review: fifteen business days;
• Complex cases: notification of the extension, its reason, and the estimated duration.

These deadlines do not affect a shorter legal deadline.

Implementation of an irreversible effect may be halted, or an interim arrangement may be provided, if this is necessary and proportionate. The interim measure does not assume a final result.

The decision shall be in writing and shall state the basic facts, the applied policy, the result and correction, and the method and duration of appeal, if available.

It is submitted within ten working days of reaching the decision, unless a mandatory provision or notice of the decision specifies a more protective period. It shows an error of fact, procedure, or application, or new evidence that could not be presented previously.

It shall be voluntary, neutral and confidential to the extent possible. It is not a sole alternative when it comes to a safety risk, a mandatory right, or a serious violation that requires a decision.

An application made in good faith does not affect the registration, outcome, support or documentation. Retaliation is a separate offense.

An applicant who submits an inadmissible or unsubstantiated request shall not be punished simply because of the result. Bad faith is not considered unless there is independent evidence of intentional fabrication or abusive use.

Access is limited to those who need it for solution and review. The request and decision history is kept as POL-20 and the applicable internal control, with sensitive data separated whenever possible.

This policy does not prevent resorting to a competent regulatory, judicial, consumer protection or data protection authority. The Academy shall clarify, where necessary, the contracting authority and the applicable law without derogating from the mandatory rules.

Review trends in bulk to fix recurring causes without revealing the identity of complainants in unnecessary quality reports.

Official mail: [email protected]. The applicant shall keep a copy of his letter and reference number.