The purpose of this procedure is to establish the protocol to be followed for the management of suggestions, conflict resolution, mediations and complaints of the UCAM Doctoral School (EIDUCAM).

Application

This procedure applies to doctoral students, thesis supervisors, tutors and technical staff of management, administration and services of EIDUCAM.

Regulations and/or Reference Documents

• The Spanish Royal Decree 99/2011, of 28 January, modified by R.D. 576/2023, which regulates Official Doctoral Studies.
• Regulations governing Doctoral Studies at the Catholic University of Murcia.
• Internal Rules and Regulations of the International Doctoral School (EIDUCAM).

Definitions

• Conflict: A situation of disagreement or dispute between two or more parties, which may adversely affect the academic environment.
• Mediation: A voluntary process in which a neutral third party helps the conflicting parties to reach a mutually acceptable solution.
• Suggestion: Proposal from a user or group of users whose objective is to improve the situation, service or procedure.

Responsibilities

• EIDUCAM Management: Supervise the implementation of the procedure and guarantee the necessary resources for its fulfilment.
• PhD Program Committee: Manage and facilitate the process of conflict and complaint resolution, acting as mediator.
• Teaching staff and technical management, administration and services staff: Promote an atmosphere of respect and collaboration and participate in the resolution of conflicts and complaints when necessary.
• Doctoral students: Respect the procedures for resolving conflicts and complaints and participate constructively in the resolution process.
• EIDUCAM Standing Committee: Resolve appeals or complaints submitted through the complaints and suggestions document.

Procedure

1. Reception of Conflicts and Suggestions:
   • The parties involved in a conflict must report it to the EIDUCAM Technical Secretariat, via email mediacionphd@ucam.edu, using the online Complaints and Suggestions form.
   • The Technical Secretariat will forward the complaint or suggestion to the corresponding program or service committee, which will assess its nature and determine whether it is necessary to act as mediator or, where appropriate, appoint a mediator. In the case of a suggestion or proposal, it shall be transferred to the corresponding service or program for its assessment and registration.
2. Mediation and Resolution:
   • The Commission or the mediator will organize separate meetings to listen to the parties involved and will attempt to resolve the conflict, exploring possible solutions. During this process, he/she will always act objectively. An atmosphere of respect and confidentiality will be promoted by all parties involved during the mediation process.
   • The parties will work together with the Commission or the mediator to reach a mutually acceptable solution. In the event of an agreement being reached, a document detailing the terms of the settlement will be drawn up and signed by the parties to the conflict. This agreement will be reported to the EIDUCAM Technical Secretariat for filing.
3. Appeal in the event of disagreement:
   • In the event of failure to reach an agreement, the aggrieved party may submit a written appeal to the same e-mail address mediacionphd@ucam.edu, indicating the circumstances involved. This appeal will be submitted to the Permanent Commission.
   • The Permanent Commission, advised by the mediator, will issue a final decision, which will be communicated to both parties and to the EIDUCAM Technical Secretariat for filing.