What happens to your complaint?
The authority deals with all complaints as quickly as possible.
When your complaint is received it is registered in our case management system and given a file number. Then it is assigned to a case officer.
The time it will take to deal with your complaint depends, for instance, on how complicated the subject of the complaint is, if the higher education institution is going to be asked to comment on the complaint and if you want to respond to its comments. Some complaints can be dealt with in a few weeks, but many cases take longer to investigate. Our aim is to provide a response within five months.
1. Has the complaint been sent to the right place?
When we receive your complaint, it begins by checking to make sure that it has been sent to the right place. The authority deals with complaints about the failure of a higher education institution to comply with the laws and statutes that apply to the higher education sector. If your complaint is about something that some other authority is responsible for we will not look into it and you will be informed of this.
2. The Swedish Higher Education Authority contacts the higher education institution and the person making the complaint
In most cases the authority will send a copy of your complaint to the higher education institution so that it can comment on the circumstances in which the event complained about took place. Once the higher education institution has responded a copy will be sent to you to give you a chance to comment on what it has said. Sometimes we can make a decision about a case without hearing what the higher education institution has to say about a complaint.
3. The case concludes with an adjudication
All complaints made to the authority conclude with an adjudication. In the adjudication we can criticise the higher education institution and ask it to account for different measures it may take. If an adjudication contains criticism of a higher education institution, the authority assumes that it will take the necessary measures. In some cases the authority follows up its adjudication to see if measures have been taken.