This complaints regulation applies to all courses and refresher courses of Shenzhou Open University or TCM (SOU). Registration of the complaints and the process of handling are registered and stored for at least a period of 2 years after tendering.
1. Shenzhou Open University of TCM (SOU)
Shenzhou Open University of TCM operates under CMC Tasly Group BV, with ZL Dong serving as director. The program provides vocational training and continuing education in Traditional Chinese Medicine (TCM), accredited by SNRO and recognized within the professional field. It also offers courses, as well as postgraduate and continuing education in Medical Basic Knowledge (MBK), delivered at a high professional standard and approved by CPION and SNRO, in line with current PLATO requirements.
SOU aims to educate and train highly qualified therapists in the field of Traditional Chinese Medicine. To achieve this, the institution continuously monitors, evaluates, and, where necessary, enhances the quality of its courses. All programs are developed in accordance with SOU’s high standards and the requirements of professional associations, ensuring ongoing accreditation. In addition, the programs meet the criteria established by insurers.
2. Complaints
Complaints may relate to issues such as:
- The level of the education
- Way of teaching/didactics
- Apprenticeship mentoring
- Administrative/organizational
- Fellow students
- Sexual intimidation
3. Representatives
The management of SOU has appointed the dean and the study coordinators as representatives. Due to their close and frequent contact with students, they serve as the primary points of contact for complaints. If a complaint cannot be resolved at this level, or if it exceeds their authority or scope of responsibility, it will be escalated to the director as the final decision-maker. In such cases, the director assumes full responsibility and issues a decision. If the student does not agree with this decision, they may submit a written request for the complaint to be referred by the school to an external, independent mediator.
External independent mediator: Ye Tian.
4. Confidentiality
A complaint submitted in writing or a verbal complaint will always be regarded as confidential. No information regarding the student and the complaint will be discussed with another person, with the exception of the representatives of the school, the director and, if forwarded, to the external mediator.
5. Verbal complaint (s):
If a student has a complaint or complaints relating to the education, the related training in the clinic or in respect of a person or persons who work(s) at the education institute either freelance or in employment the student can initially verbally inform the dean and / or the study coordinator of the school. Where possible, the dean and the study coordinator shall consult together to resolve the complaint, or complaints. The addressee will review the complaint and, if found to be justified, he / she will work to resolve the complaint or to solve it. If a complaint is found unjustified this will be communicated, along with the reason(s), to the student. SOU takes every complaint seriously and tries to solve it satisfactorily in an early stage. If the complaint relates to one of the representatives, then in that case the other person can be informed as the other representative. Complaints about fellow students are, if they do not directly affect the level, the atmosphere and conduct of the course, in principle referred back to the students themselves to discuss the problem with each other. In case direct contact between the two participants is not possible then SOU may possibly play a role in this.
Sexual harassment:
During class and mentoring in clinic, the teachers and supervisors are expected to conduct themselves professionally and properly. Also from the students is a professional, correct attitude and polite behavior towards patients, teachers, supervisors, other staff and fellow students expected. During the training physical examination and needle techniques will be held in a class setting so that it forms an open and transparent part of the course and is not susceptible to a different interpretation. During the internship, the student is always accompanying the attending physician. If the student nevertheless believes that there is sexual harassment he / she may inform the dean and / or the study coordinator. Since sexual harassment is a serious complaint, the dean and / or the study coordinator will notify the director immediately. The director shall, if the complaint relates to one of its employees, handle the information carefully and investigate for accuracy. If the complaint is evaluated as true, the director will take action. In case of sexual harassment by a fellow student, the complaint will be investigated and there will also be searched for a solution. This can be a disciplinary measure.
6. Written complaint (s):
If a student submits a written complaint, it will initially be reviewed and assessed by the dean and/or the study coordinators. All written complaints will receive a formal response from SOU in writing. SOU will make every effort to resolve the complaint to the student’s satisfaction.
If the nature of the complaint exceeds the authority or expertise of the designated contacts, the written complaint will be forwarded to the director. The director will take responsibility and make the final decision.
If the student disagrees with the director’s decision, they may submit a written request for the complaint to be referred to an external, independent mediator by the school (see point 3).”
7. Assessment
Complaints are assessed based on objectivity, with each complaint being evaluated according to the same standards. The assessors must be able to justify their evaluation, ensuring consistency and adherence to the established criteria.
The student will be informed of the outcome of the complaint assessment, and, if possible, the proposed solution, by the dean and/or study coordinators.
If the student disagrees with the assessment, they may submit a letter to the director, requesting that the complaint be reviewed by an external, independent mediator (see point 3). The external mediator will assess the complaint, provide their findings, and make a decision that is binding for both parties.
8. Term(s) complaints handling
SOU strives at all times to handle a complaint or complaints as quickly as possible.
In the case of both verbal and written complaints, SOU will send a confirmation of receipt within a period of 2 weeks. SOU sets a reasonable period of time for assessment and/or settlement at 4 weeks. If a longer period of time is required to conduct the research, the participant will be notified of this within the period of 4 weeks, with an explanation of the postponement; moreover, an indication is given when SOU expects to be able to provide a definitive answer, with a maximum of a second term of 4 weeks.
Extreme and/or complicated complaints are an exception to this.
9. Appeal
If a student is dissatisfied with the assessment and handling of their complaint, they may, as previously outlined, request that the complaint be reviewed by an external independent mediator (refer to point 3). The external independent mediator will conduct a thorough evaluation of the complaint and issue a decision that is binding on both parties. The school is obligated to accept the decision made by the external mediator. However, should the student disagree with the mediator’s decision, they retain the right to appeal the decision in accordance with the established appeal process.
