Complaints procedure
If you have a complaint about the AUAS, a faculty or an individual staff member, you should always try to resolve the matter first with the staff member, department or programme manager concerned. Explain your complaint and request a meeting or written response. If this does not resolve the matter, you can consider submitting a complaint to the BBK Office.
A digital form has been developed for submitting complaints to the Appeals, Objections and Complaints Office (BBK Office). You can only submit a complaint using the form below. Complete the form and upload all attachments.
The BBK Office does not handle complaints about inappropriate behaviour, discrimination or harassment (including sexual harassment). If your complaint relates to one of these types of behaviour, contact one of the AUAS confidential advisers for help and advice. You can submit a complaint about inappropriate behaviour to the Inappropriate Behaviour Complaints Committee. Students who wish to complain about the application of the privacy regulations can submit a complaint to the Data Protection Officer.
You can find more information about this complaints procedure in the Students’ Charter.
I have submitted a complaint. What happens now?
The BBK Office records your complaint and forwards it to the relevant degree programme/programme manager, faculty dean or department, with a request to find an appropriate resolution. If it is a complaint about a faculty dean, it will be handled by the Executive Board.
If you have any questions, you can contact the relevant degree programme/programme manager, faculty dean or department.
- General Complaints Regulations
The General Complaints Regulations apply only if no other special complaints regulations apply and if there is no unresolved appeal or objection procedure.
The BBK Office records your complaint and forwards it to the relevant degree programme/programme manager, faculty dean or department, with a request to find an appropriate resolution. If it is a complaint about a faculty dean, it will be handled by the Executive Board. If you have any questions, you can contact the relevant degree programme/programme manager, faculty dean or department.
You can find more information about this complaints procedure in the Students’ Charter.
- Inappropriate behaviour
If you experience inappropriate behaviour, you can contact a confidential adviser. You can share your experience with the adviser and discuss what action you can take. You can contact a confidential adviser by emailing . Complaints about inappropriate behaviour must be submitted to the Inappropriate Behaviour Complaints Committee.
- Use of personal data
Students who wish to complain about the application of the Privacy Policy can submit a complaint to the Data Protection Officer. The AUAS Data Protection Officer is Jan van den Berg. You can contact him by email.
- The Code of Conduct for International Students
The Code of Conduct for International Students is a joint initiative between higher education institutions in the Netherlands and the Dutch government. It sets out rules for how those institutions will interact with international students, for example by providing comprehensive and accessible information regarding the study programmes offered. This includes information about accreditation status, admission requirements, immigration and housing, and various other essential regulations and procedures relevant to international students.
The AUAS adheres to the Code of Conduct for International Students. You can find out more about the Code and read the full document on our website.
How to file a complaint
If you believe that the AUAS is not complying, or not correctly complying, with the Code of Conduct, you can bring this matter to its attention. Your complaint must be sent digitally, using the form on the BBK Office webpage.
The BBK Office will record receipt of your complaint, send you a confirmation of receipt and transfer your complaint to the relevant degree programme/programme manager, faculty dean or department for further handling.
If you disagree with the way your complaint was handled, you can write a letter of complaint to the national committee. The address of the national committee is:
Education Executive Agency
Attn: Gedragscode Hoger Onderwijs (Higher Education Code of Conduct)
Postbus 260
9700 AG Groningen