FREQUENT QUESTIONS

  1. How can I contact the University Ombudsman?
    To request help or guidance, go to the University Ombudsman's Office located on the 6th floor of the Rectory Tower, located at Carretera Pachuca-Actopan. Km. 4.5 or call 71 72 000 extension 2921 or 2922. We are also at your service at the institutional e-mail quejas_du@uaeh.edu.mx.

  2. How can I file a complaint?
    Send your complaint by filling out the electronic form available at https://www.uaeh.edu.mx/defensor_univ/formulario.html or submit your complaint by going to the University Ombudsman's Office located on the 6th floor of the Rectory Towers, located at Carretera Pachuca-Actopan. Km. 4.5, postal code 42039, Pachuca de Soto, Hidalgo.

  3. Can I file a complaint by telephone?
    In order to comply with the principle of confidentiality, the complaint must be filed directly with the University Ombudsman's Office or by e-mail; it is not appropriate to do so by telephone.

  4. Can I file a complaint on behalf of someone else?
    Properly speaking, you cannot file a complaint, but you can report the facts so that the University Ombudsman is aware of them and initiates an investigation or an improvement action.

  5. How many complaints can I file with the University Ombudsman?
    As many as necessary, there is no limit.

  6. I have a problem, but I don't want to file a complaint, what can I do?
    It is important that you present your complaint to the University Ombudsman, remember that the treatment is confidential and the presentation of your complaint at no time will put your work or school situation at risk.

  7. If I file a complaint, who can find out about it?
    One of the principles governing the complaint procedure is confidentiality, which guarantees that no outsider can have access to the information handled by the University Ombudsman's Office.

  8. I am afraid of retaliation, can I be harmed by filing a complaint?
    Absolutely not. Remember that the University Ombudsman strictly complies with the Code of Ethics and the International Standard of Practice. This means that your rights are protected and the actions are carried out with impartiality, objectivity and confidentiality.

  9. In what cases can the University Ombudsman protect me?
    The University Ombudsman is in charge of protecting your rights and safeguarding them in terms of combating sexual, moral, and school harassment, toxic environment, violation of equality, cyber harassment, born out, discrimination and respect in terms of diversity.

    The UAEH has a zero tolerance policy for any form of harassment, remembering that honesty is vital in dealing with any case.

  10. Can the University Ombudsman protect me in union or labor matters?
    The University Ombudsman does not have jurisdiction in union or labor matters. The rights and obligations of members of the Academic Staff or Administrative Staff Union are fully established in the collective bargaining agreement.
    In these cases, it is suggested that you contact your union.

  11. If I have a labor matter pending at the UAEH, can the University Ombudsman intervene?
    The University Ombudsman does not have the function of settling labor disputes, nor can he intervene in such matters, since the collective bargaining agreement and the Federal Labor Law apply for the solution of such matters. However, this is not an impediment to fulfill the advisory function of Article 78, Section IX of the General Statute.

  12. The University Legislation grants me the right to file appeals for review and non-conformity, how can the University Ombudsman help me?
    In the first instance it is necessary that you exhaust the resource that the legislation grants you. It is important to do so within the established time limit or else you will lose your right to exercise it. The University Ombudsman in accordance with Article 78, section IX, of the General Statute is empowered to advise you, therefore, we suggest that you go immediately to the Office.

  13. I work for a media outlet, can the Ombudsman disclose information to me?
    No, because the Ombudsman's international standard of practice prescribes confidentiality and under this principle the University Ombudsman cannot be obliged to provide information related to the complainants.