Here you will find answers to questions that frequently arise regarding the work of the Suggestions and Complaints Office. We do our best to provide the most up-to-date information in our FAQ. If something appears incomplete or out of date, please let us know!
What is the Suggestions and Complaints Office?
The Suggestions and Complaints Office (SCO) is a superordinate contact point for students of the University of Cologne. Its mission is to collect and process inquiries and requests, for example complaints, overarching issues and suggestion for the improvement of teaching and studies. It is an additional service offer for students outside the structures of the Faculties and the university administration.
With what sorts of issues can I turn to the Suggestions and Complaints Office?
The SCO is your contact point if you have suggestions for improvement, if problems and conflicts arise that could not be resolved with the directly responsible person, or if you need a neutral person to speak to outside the structures of the Faculties and the university administration. It makes no difference whether your issue concerns a subject-specific, organizational or personal matter. The SCO does its best to find a solution with the involved parties from a neutral, mediating position.We guarantee 100% confidentiality and offer a protected space that is free of fear.
How can I contact the Suggestions and Complaints Office?
There are different possibilities to contact us:
- use the contact form on our website,
- send us an email: abs(at)uni-koeln.de,
- make a personal appointment by phone (0221 470 6180) or come to our open consultation hours on Tuesdays between 11 a.m. and 1 p.m. in the SSC (Student Service Center), second floor, room 2.217.
In what ways can the Suggestions and Complaints Office help me?
First and foremost, the SCO serves as an interface. Its purpose is to moderate and facilitate a process. It supports you and other involved parties in the resolution of your conflict. In order to do so, it has various methods at its disposal which it employs according to the requirements of each individual case.
Can I turn to the Suggestions and Complaints Office anonymously?
This is not possible. In most cases, anonymous inquiries/requests cannot be processed in a meaningful or reasonable way. Consultations at the SCO are confidential. All members of our team are sworn to secrecy. Your personal information is protected and only passed on to third parties with your written consent.
Are there specific consultation or opening hours?
The SCO is open from Monday to Thursday. There are open consultation hours on Tuesdays from 11 a.m. to 1 p.m. During this time, we are happy to see you without an appointment.
Is the office of the SCO wheelchair-accessible?
Unfortunately, access to the SCO office is no longer barrier-free. If you need barrier-free access, please do not hesitate to contact us. We will be happy to arrange an appointment with you to a barrier-free room.
What happens with my personal information?
All members of the SCO team are sworn to secrecy. Of course we need certain information to be able to process your inquiry/request. We also need contact information so that we can get back to you. We will temporarily store this personal information. Our offer is intended only for students of the University of Cologne, so we have to make sure that you are currently enrolled. Moreover, anonymous suggestions and complaints can only rarely be processed in a reasonable and meaningful way. Personal information is deleted after a maximum period of two years. It is only passed on to third parties with your written consent. You can find more information under ->Data protection.
Can the Suggestions and Complaints Office help me in legal matters?
The SCO does not offer legal consultations. If you need legal advice, please contact the legal services of the General Student Committee (AStA).
What is the difference between a complaint and a caveat?
A complaint is an informal procedure that is free of cost and not tied to any terms. A caveat refers to a legal remedy against official or administrative decisions and is tied to specific terms.
I have problems with Klips.
The SCO does not offer technical support. In cases of technical problems with KLIPS, please contact the Klips support team. You can find it in the Student Service Center (SSC), Universitätsstrasse 22a, 50937 Cologne, room 0.101 (on the right side of the main entrance). Klips support is open every day from 10 a.m. to 3 p.m. You can also send your support request directly to ->Klips 1 / ->Klips 2.0.
I have problems that pertain to my studies. Can the SCO help me?
The SCO does not offer consultations on study courses or programmes. If you do not want to lodge a complaint or make a suggestion, but have problems that pertain to your studies, please contact the ->Central Course Guidance Office or the course guidance available at your department/institute.
I am afraid of negative consequences if I turn to the Suggestions and Complaints Office.
We can assure you that we will treat any information that you share with us confidentially. We will do nothing against your wishes or without having agreed on a course of action with you first.
I am a UoC employee. Can I also turn to the Suggestions and Complaints Office?
Unfortunately not. The SCO only serves the students of the University of Cologne. You can turn to the UoC’s Staff Councils or the Staff Division with your inquiries and requests.
I am being harassed or threatened. Who can help me?
In cases of immediate threats or danger, please call the police: 110.