Policies and Procedures

Chulalongkorn University’s Complaint Management Guidelines govern how complaints, including all forms of harassment from students, staff, or faculty, are handled at the University level. They ensure fairness, transparency, and accountability across all faculties and units, including Sasin.  

Chulalongkorn University’s Complaint Management Guidelines

1. How does Chulalongkorn University (CU) define a complaint? CU defines a complaint as a matter in which the complainant suffers unavoidable trouble or loss and requests the University’s assistance within its scope. CU requires that formal complaints be filed with the CU President or the Sasin Director and forwarded to the Law and Legal Affairs Office within 1 day. According to CU guidelines, a formal complaint should include:

1. Your full name and contact information (unless reporting anonymously)
2. The person, unit, or department involved*
3. A clear description of the facts or incident*
4. A request for help or action
5. Date and signature
6. At least one piece of evidence (document, witness, or material)*

Anonymous complaints are accepted but must include sufficient factual details and at least one piece of supporting evidence. 2. What happens after I submit a complaint to the CU Law and Legal Affairs Office?

• You will receive acknowledgment that your complaint has been received
• A preliminary review will be completed within 15 days
• A decision on next steps will be made within 30 days
• You will be informed of the outcome within 15 days after the case concludes

3. Can complaints be dismissed? Yes. Complaints may not be considered if they fall outside Chula’s scope, are already in court, are based on false evidence, or have already been resolved through due process. (Read more about Chulalongkorn University’s Complaint Management Guidelines here) 4. Can I withdraw my complaint? Yes. Complaints can be withdrawn at any stage, but the withdrawal must be in writing and signed by the complainant. 5. What is Sasin’s role vs. CU’s role? Sasin (through the Ombudsman and Student Experience/HR teams) provides a first point of contact for advice, support, and informal resolution. SAFE Services personnel include: For all concerns:

• Dr. Harry Jay Cavite – Ombudsman (confidential support & informal resolution)
• Professor Ian Fenwick – Director

For staff/faculty-related concerns:

• Anusara Sombatsathit – Head of Human Resources
• Associate Professor Dr. Piyachart Phiromswad – Deputy Director for Learning Solutions

For student-related concerns:

• Ammaraporn Keomani (Mink) – Student Services Lead
• Class president or Student Affairs representative

External reporting:

• Police or external legal bodies (for severe cases, e.g., physical assault or sexual misconduct under the Thai Criminal Code)

If a complaint requires formal escalation, it will be forwarded to Chulalongkorn University’s Law and Legal Affairs Office for official processing in accordance with University regulations. Important Note: Serious or unresolved complaints are forwarded to Chulalongkorn University’s central system (Law and Legal Affairs, Chamchuri 5).