Provedor do Estudante

Presention

Student Ombudsman

About

1. About the Student Ombudsman

The current Student Ombudsman at the IPT is Prof. José Manuel Palma Redes Ramos, who took office on 24 April 2024.

Established by the new Legal Framework for Higher Education Institutions (Law No. 62/2007 of 10 September), the role of the IPT Student Ombudsman and their functions are defined by the IPT Statutes, in Chapter II, Section VIII, without prejudice to the regulations governing their exercise in a document to be approved by the competent bodies of the IPT.

This defines its main mission, which can be summarised in three key points:

- to help prevent conflicts;

- to promote initiatives and disseminate information, with a view to creating conditions that ensure students’ legitimate rights, interests, and expectations are fully respected;

- to mediate the resolution of conflicts, when requested to do so by students;

The Student Ombudsman is therefore responsible, without decision-making powers, for defending and promoting the rights and legitimate interests of IPT students in academic matters, acting in an independent, impartial and confidential manner.

The Ombudsman’s remit covers all bodies, departments and organisational units of the IPT. In this context, students may, individually or collectively, submit complaints to the Ombudsman regarding the actions or omissions of the bodies, services and staff of the organisational units, as well as suggestions relating to teaching matters and the functioning of the various bodies that have a direct impact on students’ lives.

The Ombudsman, and any persons who may assist him, are bound by a duty of confidentiality regarding the information to which they have had access.

Without prejudice to the independent, impartial and confidential nature of his work, the Ombudsman may, wherever possible, seek to resolve issues informally – a more flexible approach that is often more appropriate, particularly where the issues are of an interpersonal nature.

1. Meeting with the Ombudsman

Students can make an appointment with the Ombudsman (Office CAB 3) through Ms. Isabel Nunes, secretary to the Board of the Polytechnic. They can also contact the Ombudsman by email: provedor.estudante@ipt.pt. To ensure discretion and confidentiality, you do not need to state the reason for your visit.

Even without a prior appointment, the Ombudsman may receive students at his office in Tomar whenever he is available.

For ESTA students, appointments with the Ombudsman, to be held at their school in a room to be arranged, must be made at least one week in advance.

1. Complaint or Claim to the Student Ombudsman

When contacting the Ombudsman, students may submit suggestions regarding the running of services and educational matters. The Ombudsman is not intended to act as an information desk; the IPT has specialist services for that purpose. The Ombudsman is responsible for handling complaints or claims from students, which should preferably be submitted in writing only after all avenues for resolving the matter through the standard channels, departments or organisational units have been exhausted. Complaints may be lodged by students, either individually or collectively, either in person or through representatives. It is also within the Ombudsman’s remit to address facts that come to their knowledge by other means, acting on their own initiative.

The complaint or claim must be submitted directly to the Ombudsman, by mail or using the abovementioned contacts, and must specify at least the following elements:  

• the identification of the person submitting the complaint, or their representative, including name, address, and contact details;
• a clear description of the acts or facts underlying the request, along with the identification of the individuals involved, where applicable;
• an explanation of the reasons that lead the author to consider the act or omission in question to be unjust, discriminatory, or harmful to their legitimate interests;
• a declaration stating that no request, appeal, or complaint regarding the same matter is currently pending before any body of the Polytechnic or its Organisational Units.
• the signature of the person submitting the complaint or of their representative.