The Ombudsman's Office aims to mediate the relationship between PUCRS and members of the university community and third parties, highlighting the promotion of a climate of harmony and well-being and the strengthening of interaction.
Complaints to the Institutional Ombudsman's Office must be registered using the button Make request below. Through this registration, you will receive a protocol to follow up on your request. Contacts can also be made by phone (51) 99853-1706, (51) 3353-4854. In-person service is provided in room 222 of Living 360° (building 15) on the following days and times:
To register your complaint regarding Hospital São Lucas da PUCRS, contact us through the service channels below:
Institutional Ombudsman Policy
The document presents the Ombudsman policy
PUCRS Institutional as a guiding instrument that contributes to the practice of ombudsmanship
in their daily lives. The policy gives visibility to the concept of the ombudsman as a management tool
participatory aligned with the PDI, Statute and Regulations of the University, through reception,
mediation, monitoring and search for solutions
of the demands presented.
Policy for preventing and combating sexual and moral harassment
The Policy for the Prevention and Confrontation of Sexual Harassment highlights PUCRS' institutional position regarding the prevention, confrontation and treatment of cases of sexual harassment due to unwanted sexual conduct manifested within the university community, and presents the internal pedagogical and administrative developments in relation to such conduct and occurrences, with prevention as a central and priority axis.
Building safe environments: Guide to preventing sexual and moral harassment
We have prepared explanatory material with relevant information to protect our employees and students, as well as guidelines so that you know what to do if you experience or witness a situation like this.
To register your complaint, access our system. Through this registration, you will receive a protocol to track your complaint.
To monitor the progress of your claim, access our system and enter the claim code/protocol for consultation.
The Ombudsman's Office aims to mediate the relationship between PUCRS and members of the university community and third parties, with an emphasis on promoting a climate of harmony and well-being and strengthening interaction. In addition to receiving communications, criticisms, compliments, suggestions, questions, demands and requests, its objectives are to analyze, distribute to those responsible, guide and respond to the complainant, thus concluding their service. Furthermore, based on legislation, internal rules and pertinent regulations, it acts as an institutional mechanism to improve pedagogical, managerial and administrative processes.
They are objectives
Assumptions
Flows and processes
The work of the Ombudsman's Office is guided by the legitimacy of care in every sense. In this context, trust, credibility, agility, resolution, confidentiality, privacy, data and information security, freedom of expression and autonomy of the complainant are central principles when this service is understood as a legitimate space, which responds and mediates on behalf of the University. All complaints are concentrated in pre-defined categories in the system:
Complaints: when the applicant registers dissatisfaction with the actions and/or services provided in some area of the Institution;
Complaints: when the applicant reports irregularities related to the institutional structure and university community;
Information: when the applicant seeks guidance regarding services provided by the Institution;
Suggestions: when the applicant proposes actions that he/she considers useful for improving the University's systems and/or the services provided by it;
Cheers: when the applicant shows satisfaction or gratitude for services provided.
The service flow is based on the demands received by the sector and analyzed and forwarded to the Ombudsmen of the Pro-Rectorates and Schools, who are the associate deans. These, in turn, will analyze and manage the demand together with the defendants and, subsequently, return the response within 3 (three) to 5 (five) business days to the Institutional Ombudsman's Office, which will analyze the response and, if in agreement, forward it to the plaintiff.
It is worth mentioning that, in addition to the OMD and Fale Conosco systems, the Institutional Ombudsman's Office provides in-person and telephone assistance through sensitive listening and mediation of situations presented. It is also present in schools, sectors and Pro-Rector's Offices to help mediate situations that require closer monitoring of the people involved.
Team
Director of Institutional Identity
Simone Engler Hahn
Institutional Ombudsman
Prof. Francisco Arseli Kern
How does the Ombudsman's Office forward your request?
After analysis, each request follows its own flow and may be answered directly by the Institutional Ombudsman or jointly with the department corresponding to the issue. Students can also access the Ombudsman's Office at their Units for academic matters.
Whenever you feel it is necessary, you can contact the Ombudsman's Office to raise questions or request information regarding services provided by PUCRS or third parties on Campus. Suggestions and compliments are also always welcome.
Users are assured that their questions will be forwarded and that they will receive a response. It is important to clarify, however, that the certainty of a response does not mean that all problems will necessarily be solved or that suggestions will necessarily be taken into account. However, it is certain that the Ombudsman's Office will always seek the best possible solution for the requests received.
Is it possible to register complaints or reports anonymously?
Yes. If you prefer, you can send your request and request that your identity be preserved, so that only the Ombudsman's Office will be aware of it, for later feedback.
It is also possible to send the request without identification. However, this type of request may make it difficult to respond or even to investigate the facts.
It is also important that the complaints observe ethical principles and respect the sector(s) and/or professionals involved, always with the certainty that they will be treated appropriately and receive a response, as highlighted in the last paragraph of the item above (how the Ombudsman forwards your request).
Improvements Made
The improvements highlighted below, among others, were implemented based on requests submitted to the Institutional Ombudsman's Office, which forwarded them to the responsible departments, which developed actions to make these projects viable. In addition to implementing improvements, it is important to note that numerous situations are continually resolved based on requests sent to the Ombudsman's Office.
