What Filing a Complaint Involves

Contacting the Palacký University Ombudsman means entering a process aimed at protecting rights, promoting a safe academic environment, and seeking a fair resolution. Below, we describe the individual steps a complaint typically goes through so that it is clear in advance what to expect.

How the Ombudsman Handles Complaints

Any student or employee at Palacký University Olomouc, or any other person in a similar position (e.g. a participant in lifelong learning or U3V), may file a complaint. Complaints are submitted directly to the Ombudsman via the FaceUp app, by email, or in person during office hours or by prior appointment. The complaint should include a brief description of the situation and information regarding the matter in question.

No one may be penalised in any way for consulting the Ombudsman about their situation, filing a complaint, or providing testimony. The university takes the rights of individuals who report unethical conduct or violations of regulations very seriously and will protect them.

Upon receiving a complaint, the Ombudsman first confirms receipt to the complainant without delay. The Ombudsman then assesses whether the matter falls within their jurisdiction. The Ombudsman primarily handles complaints regarding bullying, discrimination, sexual harassment, abuse of power, and other similar inappropriate behaviour. If the complaint does not meet these requirements, the Ombudsman will forward it to the appropriate university body or employee within seven days and notify the complainant accordingly.

The Ombudsman also verifies whether the complaint falls within the jurisdiction of faculty ombudspersons and is not already being investigated there, in order to avoid unnecessary duplication of efforts.

At the same time, the Ombudsman assesses whether they might have a conflict of interest in the matter or be in a position that could raise doubts about their impartiality. If such a situation arises, they inform the Rector, and further action is taken in accordance with the university’s internal regulations.

Once the Ombudsman determines that a complaint falls within their jurisdiction and is sufficiently specific, they will initiate an investigation. The Ombudsman will notify the representative of the UP faculty or department — that is, the dean or director (the person authorised to take action) — that the complaint has been received and that the matter will be addressed. However, if such notification could jeopardise the investigation, the Ombudsman will instead inform the Rector directly.

The preferred method of initiating an investigation is a personal meeting, which best facilitates understanding of the situation and the perspective of the complainant (or complainants, in the case of a group complaint). The Ombudsman also does not proceed with the matter without the explicit consent of the complainant (with the exception of reporting a criminal offence). In their work, they draw on the principles of the helping professions — thus applying active listening and a non-judgemental attitude, a trauma-informed approach, and promoting empowerment. The Ombudsman focuses on defining the scope of the inquiry and collaborates with the complainant to explore various approaches to the case. In their work, the Ombudsman practises self-reflection and operates under case supervision.

The specific nature of the investigation depends on the type of complaint and the scope of the issue at hand. The Ombudsman contacts the employees or students involved and works with relevant documentation and information. During the investigation, the Ombudsman proceeds independently, impartially, and respectfully. They protect the rights of all parties involved and give them the opportunity to express their views on the matter under discussion.

An internal investigation does not replace, nor does it preclude, administrative, criminal, or civil proceedings against the perpetrator. The investigation within UP will continue uninterrupted even if the case is reported to state authorities or the police, as the purpose of the internal investigation is to ensure compliance with UP’s internal rules and to fulfil its obligations under labour and anti-discrimination law.

The nature of certain situations allows for the pursuit of an amicable resolution. If circumstances permit and the parties agree, the Ombudsman seeks dialogue, mediation, or another form of conflict resolution. The Ombudsman does not determine guilt or impose sanctions; their role is supportive, mediating, and advisory.

The duration of the investigation depends on the seriousness of the complaint and the need to obtain information from multiple parties involved. The Ombudsman has 60 days to resolve the complaint; however, if the investigation is more complex, the Ombudsman informs the complainant 14 days before the deadline expires of the need to extend it.

Upon completion of the investigation, the Ombudsman prepares a report containing a description of the proceedings, the facts established, and any recommendations for corrective action. This report is submitted to the person authorised to take action (dean, director), or to the Rector, as appropriate. Both the complainant and the person against whom the complaint was filed are informed of the report’s submission and are provided with the basic conclusions of the investigation.

The person authorised to take action then informs the parties involved of the outcome of the investigation and of any steps that have been or will be taken. The Ombudsman monitors whether their recommendations have been followed, but does not impose measures personally.

If the reporting person believes that the Ombudsman did not handle their case properly or in a timely manner, they may, within 30 days of receiving the information, contact the Rector with a request to review the Ombudsman’s proceedings.