Sponsoring entity NEPUGA PÓS GRADUAÇÃO LTDA, currently named PUGA & NUNES EDUCACIONAL LTDA

Faculdade Nepuga

OMBUDSMAN'S OFFICE REGULATIONS

 

CHAPTER I – THE OMBUDSMAN'S OFFICE

Art. 1 – These Regulations set out the guidelines, strategies, objectives and responsibilities for the operation and management of the activities carried out by the Ombudsman service of Faculdade Nepuga. Art. 2 – The Ombudsman service of Faculdade Nepuga is an activity directly responsible for improving the institution's service to the segments of civil society and to the various departments of the institution. Art. 3 – The objectives of the Ombudsman's Office are:

1. To receive and properly route the complaints, criticisms, suggestions, compliments or other contributions addressed to it by members of the academic community or the external community;
2. To analyze the information, complaints and suggestions received, forwarding the result of its analysis to the competent departments;
3. To suggest to the administrative bodies measures to improve the organization and operation of the Institution;
4. To gather information on various aspects of the institution in order to contribute to institutional management.

CHAPTER II – THE POSITION OF OMBUDSMAN AND ITS DUTIES

Art. 4 – The position of Ombudsman and the Ombudsman's Office itself report to the administrative and pedagogical boards or to a representative staff member of the HEI (higher education institution). Art. 5 – The Ombudsman acts in accordance with the following principles:

1. To make user access to the Ombudsman service as easy and simple as possible;
2. To work to prevent conflicts;
3. To treat people with courtesy and respect, avoiding any discrimination or prejudgment;
4. To act with integrity, transparency and impartiality;
5. To protect the confidentiality of information; and
6. To promote the Ombudsman's Office, making it known to the various audiences that can benefit from its work.

Art. 6 – The Ombudsman has the following duties:

1. To receive requests – complaints, suggestions, inquiries or compliments – from people in both the academic community and the external community;
2. To forward requests to the departments involved so that they can: In the case of complaints: explain the matter, correct it or not acknowledge it as true;

In the case of suggestions: adopt them, study them or justify why they cannot be adopted; In the case of inquiries: answer the requesters' questions; and In the case of compliments: learn about the positive and admired aspects of their work;

3. To convey to requesters the positions of the departments involved within a maximum of ten business days from receipt of the response from the party complained about;
4. To record all requests submitted to the Ombudsman's Office and the responses given to users;
5. To suggest to the administrative bodies measures to improve the organization and operation of the Institution; and
6. To forward the suggestion again when it has been accepted by the administrative bodies but, for some reason, has not yet been carried out.

CHAPTER III – REQUIREMENTS FOR THE POSITION OF OMBUDSMAN

Art. 7 – The position of Ombudsman has the following requirements:

1. Holding a completed higher education degree;
2. Being able to take on the intended functions, which involve responsibility, discretion and organization;
3. Communicating with ease with both the academic community and the external community; and

Being sensitive enough to understand the requesters' problems and, at the same time, the institutional and/or legal limitations.

CHAPTER IV – SERVICE

Art. 8 – At the Ombudsman's Office, people are served through a form, at the web address https://nepuga.edu.br/ouvidoria/.

CHAPTER V – USERS

Art. 9 – The Ombudsman's Office may be used by:

1. Students of the College;
2. Technical and administrative staff of the College;
3. Faculty members of the College;
4. Members of the local community and

Sole paragraph: The Ombudsman's Office does not handle anonymous requests; however, it guarantees the confidentiality of users' names and personal data.

CHAPTER VI – CATEGORIES OF REQUESTS

Art. 10 – The Ombudsman's Office receives:

1. Complaints about services provided by the College;
2. Suggestions, with alternatives for improving the services provided by Faculdade Nepuga;
3. Inquiries, through which the requester can obtain a variety of information; and
4. Compliments to technical and administrative staff and/or faculty, services, facilities and other aspects of the College that the requester considers efficient.

CHAPTER VII – RECORDS

Art. 11 – All requests to the Ombudsman's Office are recorded in chronological order, and each record must include:

1. Date the request was received;
2. Requester's name;
3. Requester's cell phone and/or phone/email;
4. Message.

CHAPTER VIII – GENERAL PROVISIONS

Art. 12 – These regulations enter into force on the date of their approval, revoking any provisions to the contrary.