Complaint handling

The Institute of Adult Education at the University of Pannonia strives to provide the fullest possible service to its clients, with the participant in training at the centre of our quality management system.

The Complaint Handling Procedure describes the rules for complaint and claim management during training organization and training activities, as well as the process for correcting errors and the steps taken to prevent their occurrence (corrective and preventive actions).

Clients may submit their complaints verbally or in writing to our institution or to a person acting on behalf of our institution (especially instructors and training organizers involved in adult education activities).

Verbal complaints must be examined immediately and remedied if necessary. If the client does not agree with the handling of the complaint or if immediate investigation is not possible, the complainant may fill out a Complaint Registration Form. The Complaint Registration Form is available at https://minosites.hu/urlap/?code=z15pri68277uk0561nkxt  or can be requested from our customer service in paper form or electronically at This email address is being protected from spambots. You need JavaScript enabled to view it..

The Director of the Institute of Adult Education begins investigating the received complaint directly at its point of origin within three working days of receipt and informs the complainant in writing about the investigation and potential solutions within ten days.

The record of the complaint and a copy of the response are retained for five years and presented to regulatory authorities upon request.

In the case of complaint rejection, the client is informed in writing about which authority or conciliation body they can approach based on the nature of the complaint. The notification includes the contact details of the relevant authority or the conciliation body corresponding to the client's place of residence or stay, including their address, phone number, website, and mailing address.

After the investigation and resolution of a complaint, corrective and/or preventive measures must be taken to prevent similar complaints in the future.