COMPLAINT POLICY
TOURISM STUDY PROGRAM
FACULTY OF CULTURAL SCIENCES
UNIVERSITAS GADJAH MADA

PURPOSE

This policy aims to provide a clear and effective procedure for students, staff, and other stakeholders to submit their complaints regarding the Tourism Study Program at the Faculty of Cultural Sciences, Universitas Gadjah Mada.

DEFINITIONS

• Complaint: A formal or informal expression of dissatisfaction, message, or suggestion submitted by an individual or group concerning the services, facilities, academic processes, or conduct within the Tourism Study Program. Complaints may include constructive feedback aimed at improvement or concerns requiring resolution.
• Complainant: An individual or group who submits a complaint, message, or suggestion to the Tourism Study Program through any available channel.

COMPLAINT PROCEDURE

• Submission of Complaint: Initial complaint can be submitted via email to pariwisata.fib@ugm.ac.id or through the complaint form available on the Tourism Study Program’s website.
• Receipt of Complaint: Upon receipt of the complaint, it will receive an acknowledgment within 7 working days.
• Investigation: The complaint will be investigated by a team appointed by the Tourism Study Program. This investigation process will include gathering information and interviewing relevant parties.
• Resolution: The results of the investigation and recommended actions will be communicated to the complainant within 14 working days of receipt of the complaint.
• Follow-Up: If the complainant is not satisfied with the resolution provided, they may appeal to the Dean of the Faculty of Cultural Sciences.

CRISIS CENTER INFORMATION

In line with Universitas Gadjah Mada’s commitment to continuously improving service quality, the Tourism Study Program ensures synergy and coordination with the university in handling urgent matters or issues beyond its capacity. For emergencies on campus or involving UGM community members, please contact the UGM Crisis Center through the numbers provided. Feedback and complaints related to services are also welcome through the available contact channels as part of our shared commitment to responsive and inclusive service.

• Security, Occupational Safety, Emergency, and Environment Office (K5L)
  • Central Office (Main Building Area and surroundings): 0274 649 1234
  • East Sector Area: 0274 649 1071
  • West Sector Area: 0274 649 2243
• UGM Academic Hospital (Mental Health Services)
  • Phone: +62 811-2548-118
• GMC Clinic (Mental Health Support)
  • Psychologist: +62 813-2620-0342
  • GMC: +62 851-0047-3123
• Mental Health Emergency Response Line (MHERL), Psychology Consultation Unit, Faculty of Psychology
  • Phone: +62 813-2952-0052
• Sexual Violence Prevention and Handling Task Force (Satgas PPKS)
  • Phone: +62 811-2851-155
• Special ULT: Disability Services
  • Phone: +62 811-2869-988
• Lintang Bot: http://bot.ugm.ac.id/s/lintangbot
• Corruption, Collusion, and Nepotism: https://laporkan.ugm.ac.id
• Other Complaints: https://aspirasi.ugm.ac.id/

Further details about the Crisis Center can be accessed at https://ugm.ac.id/id/3693-pusat-krisis

DOCUMENTATION & CONFIDENTIALITY

All complaints and actions taken will be documented and stored for evaluation and service improvement purposes. The identity of the complainant and details of the complaint will be kept confidential to protect their privacy.

EVALUATION

This grievance policy may be evaluated and updated to ensure its effectiveness and relevance according to the current situation and conditions.