Complaints shall be handled in accordance with the principles of objectivity, impartiality, equal treatment, confidentiality and transparent administration.
The right to submit a complaint shall be granted to Erasmus+ mobility participants (students, graduates and staff), candidates for Erasmus+ mobility, representatives of partner institutions and other persons directly involved in the implementation of Erasmus+ activities at the College.
Complaints may be submitted regarding:
- the organisation and results of the selection of Erasmus+ mobility participants;
- mobility administration procedures;
- the allocation and calculation of Erasmus+ financial support;
- the administration of mobility documents;
- the recognition of study results and/or traineeship results;
- the quality of information provision or consultation;
- possible discrimination, unequal treatment or violation of Erasmus+ quality principles;
- other matters related to the implementation of Erasmus+ activities.
A complaint shall be submitted in writing, in Lithuanian or English, to the International Relations Office by email at tarptautiniai.rysiai@svako.lt. The complaint must contain:
- the applicant's first name and surname;
- contact details;
- the circumstances being complained about and a description thereof;
- the grounds for the complaint;
- the requested decision or remedy;
- documents or other information supporting the circumstances stated in the complaint.
A complaint must be submitted within 10 working days from the date on which the applicant became aware, or should have become aware, of the circumstances giving rise to the complaint. Complaints submitted without complying with the established requirements may be left unexamined, and the applicant shall be informed thereof.
Complaints received shall be registered and initially assessed by the International Relations Office. If a complaint concerns decisions or actions taken by employees of the International Relations Office, a separate committee may be established to examine the complaint.
When examining a complaint, all circumstances related to the complaint shall be assessed and the documents submitted shall be analysed. Where necessary, additional information may be requested from the applicant, College employees or other persons concerned. Persons examining the complaint must ensure impartiality and avoid conflicts of interest.
A complaint shall be examined and a decision shall be taken no later than within 20 working days from the date of receipt of the complaint. If, for objective reasons, the examination of the complaint cannot be completed within the established time limit, the applicant shall be informed of the extension of the examination period and the reasons for such extension.
Once a decision has been taken, the applicant shall be informed of it in writing. The decision shall specify the established circumstances, the reasons for the decision and, where applicable, the measures envisaged to remedy the identified deficiencies.
The outcome of the complaint examination may be:
- the complaint is upheld;
- the complaint is partially upheld;
- the complaint is rejected as unfounded;
- the complaint is left unexamined where there is insufficient information to examine it or where it was submitted without complying with the established requirements.
In accordance with the procedure established by the legislation of the Republic of Lithuania.
Appeals against Erasmus+ Participant Selection Results
An Erasmus+ mobility selection participant who disagrees with the decision of the Selection Committee or the selection results shall have the right to submit a reasoned complaint regarding the selection procedure or its results within 5 working days from the date of publication of the selection results or the date of individual notification of the decision taken.
The complaint must specify the particular circumstances on which the disagreement with the selection results is based and provide arguments and, where applicable, supporting documents.
Complaints concerning Erasmus+ mobility selection results shall be examined in accordance with the principles of transparency, objectivity and equal treatment. During the examination of a complaint, compliance of the selection procedures with the established criteria shall be reassessed; however, the approved selection criteria or assessment principles shall not be changed.
A decision on the complaint shall be taken no later than within 10 working days from the date of receipt of the complaint. The applicant shall be informed of the decision in writing.
The submission of a complaint against the selection results shall not suspend the procedures for organising Erasmus+ mobility, unless the College decides otherwise.