What to do if you have a complaint

When you come to Poland as an international student, you can expect to receive a high standard of education, and to feel safe and well cared for while you live and study here.

If you have a complaint, it is important that you go through the right steps. Here is what you need to do.

Ask your University to resolve your complaint

Your University is your first point of contact for any complaint you have.

The Andrzej Frycz Modrzewski Krakow University operates a hierarchical system for solving problems and conflicts. Follow that process to see if your complaint can be resolved at the University level.

1. Address your concerns starting from the person nearest to the problem

The first step in resolving any complaint is to address it at the source. Start by communicating your concerns directly with the individual or department closest to the issue. In most cases, this means reaching out to your lecturer, who will often be the most accessible point of contact for academic matters.

2. Class representative and Students Self-Government

In the case of minor matters, but also in matters affecting a larger group of students please contact your class representatives or Students Self-Government.

Class representatives can present problems and discuss them at regular meetings with Faculty authorities organized regularly online via the MS teams platform. You can also get advice on next steps you can take.

3. In matters of equal treatment and counteracting all forms of discrimination

The Academic Ombudsman is responsible for ensuring equal treatment of women and men at the University and counteracting all forms of discrimination, especially on the basis of gender, age, race, religion, disability or sexual orientation.

The Ombudsman acts based on informal principles, such as confidentiality, discretion, mediation and sometimes the necessary anonymity of the parties.

The Academic Ombudsman
Professor Anna Kargol
E-mail: akargol@afm.edu.pl.

Office hours:
Each Wednesday 1:00 p.m. – 2:00 p.m., building C room 333b

4. If your complaint remains unresolved, escalate it to the Vice Dean's office

If your issue is not adequately addressed by your lecturer, you should then proceed to contact the Vice Dean's office. They are responsible for overseeing academic affairs and may be able to provide additional assistance or guidance regarding your complaint.

Complaints and applications are submitted in writing: in person at the Dean's Office of the Faculty of Medicine or electronically (in the form of an e-mail sent to: ostasiv@afm.edu.pl).

The subject of the student's complaint or request may be matters relating to the organisation and conduct of the educational process, administrative services and other matters of direct concern to students.

Complaints and applications of an anonymous nature shall remain without consideration.

Complaints may be directed also in the form of a direct conversation with the Dean or Vice-Dean responsible for a given field of study

Please make an appointment through the Dean's Office first:

Olha Stasiv
E-mail: ostasiv@afm.edu.pl
Phone: +48 12 252 45 05

Vice-Dean – for didactics and curriculum
Professor Jadwiga Mirecka
E-mail: jmirecka@afm.edu.pl

Office hours: Each Monday 5:00 p.m. – 5:45 p.m., on-line via MS Teams

Vice-Dean – for organisation and student affairs
Professor Dariusz Plicner
E-mail: dplicner@afm.edu.pl

Office hours: Each Tuesday 12:00 p.m. – 1:00 p.m., building D, room 116

5. Further escalation: Contact the Dean

If your complaint still persists after reaching out to the Vice Dean's office, the next step is to contact the Dean of your Faculty. Deans play a crucial role in managing academic matters and can offer a higher level of authority and expertise to address your concerns effectively.

Please make an appointment through the Dean's Office first:

Olha Stasiv
E-mail: ostasiv@afm.edu.pl
Phone: +48 12 252 45 05

The Dean of the Faculty of Medicine and Health Sciences
Professor Janusz Ligęza
E-mail: jligeza@afm.edu.pl

Office hours: Each Tuesday 2:00 p.m. – 3:00 p.m., building D, room 116

6. In matters regarding the Dean's decision, please contact Rector's Plenipotentiary for student affairs

If you do not agree with the decision issued by the Dean of the Faculty or you were not able to obtain assistance at the Faculty level, you can contact the Rector's Plenipotentiary for student affairs.

Office of Rector's Plenipotentiary for student affairs – building B, room 212
Katarzyna Bąk
E-mail: kbak@afm.edu.pl
Phone: +48 12 252 46 70

Rector's Plenipotentiary for student affairs
Professor Barbara Stoczewska
E-mail: bstoczewska@afm.edu.pl

Office hours: Each Wednesday 1:00 p.m. – 2:00 p.m. and Friday 3:00 p.m. – 4:00 p.m.

7. Final step: Contact the Rector

In rare cases where your complaint remains unresolved, you can escalate it to the highest authority within the university, which is the Rector. The Rector holds the ultimate responsibility for the institution's functioning and can intervene to ensure that your complaint is thoroughly investigated and addressed.

Rector's Office
Aneta Rapkiewicz
E-mail: rektorat@afm.edu.pl
Phone: +48 12 252 46 50

If your complaint is not resolved at University level you may contact Ministry of Health (www.mz.gov.pl) or Ministry of Education and Science (www.mein.gov.pl)

Ministry is a government institution and although can’t assess your complaint, can ask your University to do further investigation of your concerns. Ministry can also advise you what you can do next.

Additionally you can contact the Student Ombudsman, who operates as part of the Students’ Parliament of the Republic of Poland. It intervenes in cases of violations of students’ rights at universities and many preventive activities to increase awareness of students’ rights and qualifications. The Ombudsman for Student Rights is Mateusz Kuliński. If you need help or advice, you can contact the Ombudsman through the Office of the Student Ombudsman: helpdesk.psrp.org.pl

There is no cost to you for this service.