‘What I want to pass on to students: dare to engage in conversation’
The student navigator ‘Find your way’ helps students find their way around the university. The ombuds officer for students, Eugène van der Heijden, can also be found on this roadmap. Eugène talks about his work as ombuds officer and what he does for students.
What does the work of an ombuds officer entail?
Eugène: ‘When there is a conflict or dispute between a student and a staff member, students can complain to the ombuds officer. As an ombuds officer, I do not look at who is right, but at how the conflict can be resolved. I also give solicited and unsolicited advice to faculties and to the university administration. When many complaints are filed on certain topics, I point this out to faculties and give advice on this. I also issue a report every year with an overview of how many complaints I have received, how many per faculty, whether the complaints are from Dutch or international students, et cetera.’
How do you submit a complaint to the ombuds officer?
‘As a student, you can file a complaint by mail or by phone. Since 2023, I have been using an intake form so that I have the necessary information right away for an initial assessment. The complaints mailbox is only read by me, and you always get a personal response.
Based on the complaint, I check whether I am the right person to deal with it. I then invite the student for a meeting where we look at the steps we have to take. If I take follow-up steps, I always ask the student's permission and the conversations are always confidential.’
What kind of complaints come in to the ombuds officer?
‘There is a wide range of complaints that come in. For example, it could be about a student who feels that a lecturer did not behave properly towards a student, but it can also be about a conflict between a student and a university receptionist. Students also regularly complain about low grades, however, that is something that is not up to me, but to the Board of Examiners. Sometimes there are issues that lie with the Board of Examiners that I also have to deal with. These include students who feel they are disadvantaged by their lecturer, or students who never receive a response or very late from their lecturer to their emails.’
What is a difference between you and the examination board?
‘One difference between me and the Board of Examiners is that I have an independent role which is not attached to any programme, faculty, directorate or department, the Board of Examiners does not. As a student, you can appeal the decision of the Board of Examiners. If I handle a complaint, you cannot appeal it. You can, however, go to the national ombudsman if you disagree with my verdict. In some cases, I do coordinate with the Board of Examiners, as in the example mentioned above. But my authority and that of the Board of Examiners are basically separate powers and I must respect their authority. However, I do sometimes point out to them what impact their decisions can have on a student.’
What do you enjoy most about your work?
‘What I like most is that sometimes situations that seem hopeless at first can eventually be resolved. It is nice to see when the complainant and the accused are back on speaking terms when people step over their shadows. Especially in cases that take a long time, it is nice to see when things still work out. Of course, I also speak to many different students which makes the work fun. It is nice when a complaint can be resolved, but it would be better if a complaint does not have to be submitted in the first place and can be resolved as close as possible to where the conflict arises.'
What would you like to pass on to students?
‘Please know that every complaint submitted to the ombuds officer is read by me and you will always get an answer as long as I am in office. I think it is good for students to talk to someone within the university if you are dissatisfied with something ore hurt by someone. The best thing, of course, is to talk to the person themselves. So, what I want to pass on: dare to engage in conversation and trust that there are adequate checks and balances within the university for fair treatment.’
Text: Annemieke van Es