COMPLAINT HANDLING INFORMATION

University details

Name: Budapest Metropolitan University

Headquarters: 1148 Budapest, Nagy Lajos király útja 1–9

Institutional ID: FI33842

Adult education registration number: B/2020/003792

Adult education licence number: E/2022/000113

Tax number: 18172636-2-42

What is the purpose of complaint handling?

The aim of Budapest Metropolitan University (METU) is to handle comments and complaints related to the operation and services of the University in a transparent, impartial, professional and timely manner, and to remedy any legitimate grievances.

The complaint handling information sheet contains the complaint handling procedure in an easily understandable manner. The detailed rules of procedure are set out in the METU Complaint Handling Policy.

Link coming soon

Who can submit a complaint?

Complaints may be submitted by

1. METU students
2. applicants to METU higher education programmes
3. participants in METU adult education programmes
4. applicants to METU adult education programmes
5. METU employees or other staff
6. as well as natural persons/legal entities in a contractual relationship with METU or other organisations with or without legal personality that have legal capacity under applicable law.

What constitutes a complaint – and what does not?

Complaint: a specific comment or complaint related to the activities or services of the University (including the administration of the application/admission process) or the conduct, actions or omissions of a person in a contractual or other legal relationship with the University, in which the complainant requests the elimination or remedy of an individual legal or interest infringement.

A complaint can be handled in this procedure if its resolution does not fall under court or administrative proceedings or under a separate procedure in accordance with other regulations of the University.

The following are not considered complaints:

1. general requests for information, requests for opinions, requests for statements
2. matters falling within the jurisdiction of a court or authority
3. matters for which the University has established a different procedure in a separate regulation.

The following are not considered complaints (and are subject to separate procedures): student academic and financial matters, student disciplinary matters, legal remedy procedures, ethical procedures, and reports made through the internal whistleblowing system.

Where and how can a complaint be submitted?

Complaints may be submitted in Hungarian or English, either verbally or in writing.

1. Student complaints – Directorate of Customer Services and Studies
2. Complaints from applicants for higher education (except for applicants for programmes advertised for foreign nationals and applicants for higher educational vocational training) – Hungarian Admissions Office
3. Complaints from applicants for higher education for foreign nationals – International Admissions Office
4. Complaints from adult education participants and applicants – Training Centre
5. Complaints from applicants for higher educational vocational training – Training Centre
6. Complaints from applicants for partial studies based on individual applications – Directorate of Customer Services and Studies
7. Complaints from applicants for partial study programmes – Training Centre
8. Complaints from employees, other staff and contractual partners – Directorate of Human Resources

What should a written complaint contain?

In order for the written complaint to be properly assessed, it must contain at least the following information:

- the data necessary to identify the complainant (name, address or e-mail address; NEPTUN code in the case of students)

- in the case of an authorised representative, the name and contact details of the authorised representative

- a statement indicating whether the complainant requests that their personal data/identity be kept confidential

- a clear indication and accurate description of the matter/activity/service/conduct to which the complaint relates

- copies of documents supporting the complaint (if any) and all relevant information that may assist in the investigation

- in the case of a power of attorney, the power of attorney must be attached; in the case of a representative, proof of representation must be provided

- the specific, clear request of the complainant (what action/remedy is requested)

Confidentiality of data

The complainant may request that METU treat their personal data/identity confidentially and securely during the complaint handling process. In this case, only persons involved in the case and bound by confidentiality obligations will have access to the data.

Can complaints be made anonymously?

METU may refrain from investigating unidentifiable (anonymous) complaints because clarification of the facts and communication are limited. However, if the content of the complaint indicates a serious risk or a significant circumstance affecting the integrity of the University, the University may register the complaint as "anonymous" and investigate it.

When can the investigation of a complaint be omitted, and when does the University omit the investigation of a complaint?

- Upon receipt of a complaint, the University shall examine whether the complaint falls within the scope of the regulations. If, based on the submitted request, it can be established that the subject matter of the complaint falls under the jurisdiction of a court, authority or other university procedure (e.g. academic, disciplinary, legal remedy, ethical, abuse reporting), the University will not examine the case within the framework of the complaint procedure. If the matter falls under the jurisdiction of another procedure, the University shall forward the submission to the organisational unit or body with the relevant tasks and powers or, if it is not possible to transfer the matter, shall provide information on where the submission can be submitted.

- If the complaint is submitted more than six months after the occurrence of the alleged activity/omission or after becoming aware of the circumstances, the University may refrain from investigating the complaint.

- If the complaint is submitted more than one year after the occurrence of the alleged activity/omission or after becoming aware of the circumstances, the University shall refrain from investigating the complaint.

- The University may refrain from investigating a complaint with the same content submitted repeatedly by the same complainant if no new facts, data or circumstances arise during the assessment of the complaint.

- In the event of a complaint submitted in bad faith or the provision of false information, the University shall refrain from investigating the complaint, or may terminate the procedure and, where justified, initiate ethical/disciplinary proceedings.

Rejection of the complaint

If, as a result of the investigation, the complaint is found to be unfounded, the University shall reject the complaint. The rejection must be justified.

Administrative deadlines, costs:

As a general rule, a response will be provided within 30 days; in justified cases, the deadline may be extended once by a maximum of 30 days, of which METU will provide notification.

The submission and investigation of complaints is free of charge.

Complaint handling process

1. Submitting a complaint

2. Complaint registration

3. Preliminary investigation

4. Investigation

5. Response

Data processing during complaint handling

- The University keeps a record of complaints submitted. The purpose of the record is to track complaints, ensure their traceability and enable the preparation of complaint reports.

- The retention of documents generated during complaint handling is governed by the document management policy; unless otherwise specified, the retention period is at least 3 years from the date of closure.

- A detailed description of the data processing involved in complaint handling is available in METU's separate " Data Processing Information Notice Related to Complaint Handling ". The detailed information on data processing is available on the METU website under the "Data Processing, Data Protection" menu item and is also published on METU's internal interfaces.

Where can I turn if the response is not acceptable?

In the event of rejection or dispute, METU will provide information on possible further forums, in particular:

- conciliation board proceedings (if the case qualifies as a consumer dispute),

- if necessary, the possibility of administrative or judicial proceedings.

Conciliation Board Proceeding

The conciliation board is a fast, independent alternative dispute resolution forum. The conciliation board is a professionally independent body operated by the county (capital) chambers of commerce and industry. Its main purpose is to reach an agreement between the parties in consumer disputes. If no agreement is reached, the conciliation board will decide the case by means of a decision. The conciliation board procedure is free, quick and simple.

The conciliation board has jurisdiction over out-of-court settlement of consumer disputes related to:

- the quality and safety of goods and services,

- the application of product liability rules, and

- the conclusion and performance of contracts.

The conciliation board competent for the proceedings is the one located in the place of residence or stay of the consumer (complainant). In the absence of a place of residence or stay in Hungary, the competence of the conciliation body is based on the location of the University's registered office.

Baranya County Conciliation Board

Area of jurisdiction: Baranya, Somogy, Tolna

Address: 7625 Pécs, Majorossy I. u. 36

Telephone: +36-72-507-154

E-mail: info@baranyabekeltetes.hu

www.baranyabekeltetes.hu

Borsod-Abaúj-Zemplén County Conciliation Board

Area of jurisdiction: Borsod-Abaúj-Zemplén, Heves, Nógrád

Address: 3525 Miskolc, Szentpáli u. 1

Telephone

+36-46-501-090 (new cases)

+36-46-501-871 (ongoing cases)

E-mail: bekeltetes@bokik.hu

www.bekeltetes.borsodmegye.hu

Budapest Conciliation Board

Area of jurisdiction: Budapest

Address: 1016 Budapest, Krisztina krt. 99

Telephone: +36-1-488-2131

E-mail: bekelteto.testulet@bkik.hu

www.bekeltet.bkik.hu

Csongrád-Csanád County Conciliation Board

Area of jurisdiction: Csongrád-Csanád, Bács-Kiskun, Békés

Address: 6721 Szeged, Párizsi krt. 8-12

Telephone: +36-62-549-392

E-mail: bekelteto.testulet@cskik.hu

www.bekeltetes-csongrad.hu

Fejér County Conciliation Board

Area of jurisdiction: Fejér, Komárom-Esztergom, Veszprém

Address: 8000 Székesfehérvár, Hosszúsétatér 4-6

Telephone: +36-22-510-310

E-mail: bekeltetes@fmkik.hu

www.bekeltetesfejer.hu

Győr-Moson-Sopron County Conciliation Board

Area of jurisdiction: Győr-Moson-Sopron, Vas, Zala

Address: 9022 Győr, Szent István út 10/A

Telephone: +36-96-520 -17

E-mail: bekelteto.testulet@gymsmkik.hu

www.bekeltetesgyor.hu

Hajdú-Bihar County Conciliation Board

Area of jurisdiction: Hajdú-Bihar. Jász-Nagykun Szolnok, Szabolcs-Szatmár-Bereg

Address: 4025 Debrecen, Vörösmarty u. 13-15

Telephone: +36-52-500-710, +36-52-500-745

E-mail: bekelteto@hbkik.hu

www.hbmbekeltetes.hu

Pest County Conciliation Board

Area of jurisdiction: Pest County

Address: 1055 Budapest, Balassi Bálint utca 25. IV/2

Telephone: +36-1-792-7881

E-mail: pmbekelteto@pmkik.hu

www.pestmegyeibekelteto.hu