Complaints on the quality of studies

Complaints and Concerns about the Quality of Studies

The Centre for Quality Assessment in Higher Education (SKVC) examines complaints and concerns submitted by individuals regarding the quality of studies. Such complaints and concerns may be related to teaching, study conditions and study-related resources, where the issues could not be resolved within the higher education institution itself and/or with the involvement of the student representation. Complaints and concerns related to any aspects of financial relations between prospective students or students, and higher education institutions do not fall within the competence of SKVC.

Complaints and concerns may be submitted regarding the quality of studies provided by:

• higher education institutions that belong to the higher education system of Lithuania (i.e. Lithuanian colleges or universities);
• branches of foreign higher education institutions established in Lithuania (i.e foreign institutions);
• higher education institutions operating under exile conditions.

At SKVC, complaints and concerns are examined in accordance with the Description of the Procedure for the Examination of Complaints and Reports on the Quality of Studies approved by an Order No. V-23 of 20 April, 2026, of the Director of SKVC, as well as in compliance with:

• the Law on Public Administration of the Republic of Lithuania;
• the Rules for the Examination of Requests and Complaints and the Provision of Services to Persons at Public Administration Entities, approved by a Resolution of the Government of Lithuania.

Scope of the SKVC’s Competence

SKVC examines complaints and concerns that are directly related to the quality of studies. In examining complaints, SKVC respects the academic autonomy and self-governance of higher education institutions. SKVC proceeds from the principle that primary responsibility for the quality of studies and the development of internal quality culture lies with the higher education institution itself.

SKVC does not examine complaints or concerns related to matters that are not directly associated with the quality of studies, including:

• admission of students or participants to studies;
• tuition fees, study funding, or other mutual obligations established in the contract between the student and the higher education institution;
• intellectual property created by students;
• assessment of individual student achievements, final theses, or the application of assessment procedures;
• academic ethics and procedures;
• migration-related issues (e.g. residence permits, visas, temporary or permanent stay in Lithuania, decisions of migration authorities);
• other issues unrelated to the quality of studies.

Where it is established that the issue raised falls within the competence of another institution, the complaint or report may be forwarded to the competent authority or the applicant informed accordingly.

Recommended Steps Before Submitting a Complaint

Before contacting the SKVC, we recommend first attempting to resolve the issue within your higher education institution by contacting the administration and/or the Student Representation. If no solution is reached, you may then apply to the relevant external bodies.

Depending on the nature of the issue, you may contact:

• The higher education institution – regarding academic assessment (e.g. examination results), tuition fees and refunds, contractual obligations, or complaints about the behaviour of administration staff, teachers, or students.
• The Student Representation – regarding the quality of teaching, study content, or inappropriate behaviour of teachers.
• The Dispute Resolution and Academic Ethics Commission of the higher education institution – regarding issues of academic ethics and procedures (e.g. academic dishonesty, plagiarism, unfair assessment).
• If you disagree with the decision of higher education institution’s Ethics Commission, you may apply to the Office of the Ombudsperson for Academic Ethics and Procedures of the Republic of Lithuania or to the court.

Submission Requirements

All documents and other material substantiating the circumstances described in the complaint or concerns report must be submitted together with the application.

When submitting a complaint or concerns report on the quality of studies, please indicate whether you have previously contacted your higher education institution and/or the Student Representation or another authority regarding the issue and describe the outcome or the solution proposed.

Complaints or concerns regarding the quality of studies should be submitted by e-mail to [email protected], indicating your name, surname and e-mail address and attaching all relevant supporting documents.

Anonymous complaints or reports are generally not examined, unless otherwise decided by the Director of SKVC.

Examination Process and Time Limits

If the complaint or concern falls within the SKVC competence, it is examined within 20 working days from the date of receipt.

If the information provided is insufficient to assess the circumstances described, SKVC may request the applicant to submit additional information within a specified time limit. Failure to provide such information may result in suspension or termination of the scrutiny of the case.

SKVC may also decide not to examine a complaint or concern in substance if it does not fall within the SKVC competence, if internal complaint-handling procedures of the higher education institution have not been exhausted, or if the matter has already been examined and no new information is provided.

Possible Outcomes

Following the scrutiny of the case, SKVC may:

• provide recommendations to the higher education institution;
• request corrective or improvement actions within defined time limits;
• forward substantiated information to the Ministry of Education, Science and Sport, suggesting the initiation of an extraordinary evaluation of studies;
• Dismiss the complaint or concern as unsubstantiated.

Information provided in complaints or concerns may be communicated to external evaluation experts, who will take it into account during evaluations of study programmes of higher education institutions.

Personal Data Processing

By submitting a complaint or concern, you consent to the processing (collection, use, storage and deletion) of your personal data (name, surname, e-mail address) for the purposes of examining the complaint and clarifying the submitted information in accordance with the procedures applied by SKVC.

Personal data are stored for 10 years from the date of receipt of the complaint or report and may be transferred to other competent institutions, as well as to the Ministry of Education, Science and Sport and external experts, where this is necessary due to the nature of the complaint or report.

Information about the rights of data subjects and the procedure for their implementation is available here.

Appeals

Decisions adopted by SKVC regarding complaints or concerns may be appealed in accordance with the procedure Article 14 of the Law on Public Administration of the Republic of Lithuania.