{"id":12652,"date":"2017-12-20T15:08:28","date_gmt":"2017-12-20T15:08:28","guid":{"rendered":"https:\/\/www.ull.es\/la-universidad\/?page_id=12652"},"modified":"2025-10-16T06:30:57","modified_gmt":"2025-10-16T06:30:57","slug":"sistema-reclamaciones-quejas-sugerencias-felicitaciones","status":"publish","type":"page","link":"https:\/\/www.ull.es\/la-universidad\/fr\/calidad\/sistema-reclamaciones-quejas-sugerencias-felicitaciones\/","title":{"rendered":"Syst\u00e8me de r\u00e9clamations, suggestions et compliments"},"content":{"rendered":"<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-02a4a9d\" data-block-id=\"02a4a9d\"><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-02a4a9d-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-19c04b2\" data-v=\"4\" data-block-id=\"19c04b2\"><style>@media screen and (min-width: 768px){.stk-19c04b2 {flex:var(--stk-flex-grow, 1) 1 66.7% !important;}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-19c04b2-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-19c04b2-inner-blocks\">\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-7ab05cb\" id=\"sistema-de-quejas-sugerencias-y-felicitaciones\" data-block-id=\"7ab05cb\"><h2 class=\"stk-block-heading__text\">Syst\u00e8me de r\u00e9clamations, suggestions et compliments<\/h2><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-69ab8b8\" data-block-id=\"69ab8b8\"><p class=\"stk-block-text__text\">L&#039;Universit\u00e9 de La Laguna dispose d&#039;un syst\u00e8me de plaintes, suggestions et compliments auquel tous les utilisateurs peuvent acc\u00e9der \u00e0 partir des diff\u00e9rents services universitaires pour soumettre des plaintes, suggestions ou compliments concernant le fonctionnement du Service et les services qu&#039;il propose.<\/p><\/div>\n\n\n\n<p>Pour communiquer des r\u00e9clamations, des suggestions ou des compliments, vous pouvez le faire de pr\u00e9f\u00e9rence via la proc\u00e9dure de&nbsp;<a href=\"https:\/\/sede.ull.es\/ecivilis-site\/catalog\/showProcedure\/484\" target=\"_blank\" rel=\"noreferrer noopener\">Soumission de plaintes, suggestions et compliments<\/a>.<\/p>\n\n\n\n<p>Cette proc\u00e9dure est g\u00e9r\u00e9e par la Section Technique et Registre du Secr\u00e9tariat G\u00e9n\u00e9ral.<\/p>\n\n\n\n<p>Dans un d\u00e9lai maximum de 30 jours ouvrables, vous recevrez une r\u00e9ponse \u00e0 votre r\u00e9clamation ou suggestion.<\/p>\n\n\n\n<p>En outre, les plaintes, suggestions et f\u00e9licitations peuvent \u00eatre formalis\u00e9es en soumettant un document \u00e9crit au Registre G\u00e9n\u00e9ral de l&#039;Universit\u00e9 de La Laguna, adress\u00e9 au Secr\u00e9tariat G\u00e9n\u00e9ral. Les proc\u00e9dures \u00e9tablies dans la loi 39\/2015 du 1er octobre, sur la proc\u00e9dure administrative commune des administrations publiques, seront suivies.<\/p>\n\n\n\n<p>Consultez le&nbsp;<a href=\"https:\/\/riull.ull.es\/xmlui\/bitstream\/handle\/915\/12607\/Acuerdo%2014_1_02_19.pdf?sequence=1&amp;isAllowed=y\" target=\"_blank\" rel=\"noreferrer noopener\">R\u00e8glement sur les syst\u00e8mes de r\u00e9clamations, suggestions et compliments \u00e0 l&#039;Universit\u00e9 de La Laguna<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.ull.es\/la-universidad\/calidad\/\" target=\"_blank\" rel=\"noopener\">Qualit\u00e9<\/a>\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.ull.es\/la-universidad\/calidad\/evaluacion-de-servicios\/\" target=\"_blank\" rel=\"noopener\">Qualit\u00e9 des services<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.ull.es\/la-universidad\/calidad\/calidad-docencia\/\" target=\"_blank\" rel=\"noopener\">La qualit\u00e9 de l&#039;enseignement<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.ull.es\/la-universidad\/calidad\/calidad-titulaciones\/\" target=\"_blank\" rel=\"noopener\">Qualit\u00e9 en degr\u00e9s<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.ull.es\/la-universidad\/calidad\/resultados-de-los-sorteos-de-incentivos-a-la-participacion\/\" target=\"_blank\" rel=\"noopener\">R\u00e9sultats des tirages au sort des incitations \u00e0 la participation<\/a><\/li>\n\n\n\n<li><strong>Syst\u00e8me de r\u00e9clamations, suggestions et compliments<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Statistiques<\/h2>\n\n\n\n<p>En 2019, 309 plaintes ont \u00e9t\u00e9 d\u00e9pos\u00e9es, dont 236 ont \u00e9t\u00e9 accept\u00e9es pour traitement. Au total, 35 suggestions ont \u00e9t\u00e9 soumises, dont 29 ont \u00e9t\u00e9 trait\u00e9es. Des f\u00e9licitations ont \u00e9t\u00e9 \u00e9mises dans 19 cas, dont 1 a \u00e9t\u00e9 rejet\u00e9e car il s&#039;agissait de f\u00e9licitations entre \u00e9tudiants.<\/p>\n\n\n\n<p><a href=\"https:\/\/docs.google.com\/spreadsheets\/d\/1sebZJXAMtLtsuB42TAss_wfyYClAtiZMUJz33AUztmw\/edit?usp=sharing\" target=\"_blank\" rel=\"noreferrer noopener\">Informations au format Excel<\/a><\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-6f1979c\" data-v=\"4\" data-block-id=\"6f1979c\"><style>@media screen and (min-width: 768px){.stk-6f1979c {flex:var(--stk-flex-grow, 1) 1 33.3% !important;}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-6f1979c-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-6f1979c-inner-blocks\">\n<ul class=\"widget-box\">\n \t<li class=\"contacto-header\">Coordonn\u00e9es<\/li>\n \t<li><i class=\"fa fa-map-marker\"><\/i> C\/ Pedro Zerolo, s\/n. B\u00e2timent central. Bo\u00eete postale 456. Code postal 38200. San Crist\u00f3bal de La Laguna. S\/C de Tenerife.<\/li>\n \t<li><i class=\"fa fa-phone\"><\/i> (+34) 922 31 96 96<\/li>\n \t<li><i class=\"fa fa-envelope\"><\/i> <a href=\"mailto:diruemc@ull.es\" target=\"_blank\" rel=\"noopener\">diruemc@ull.es<\/a><\/li>\n \t<li><i class=\"fa fa-list-ul\"><\/i><a href=\"http:\/\/riull.ull.es\/xmlui\/bitstream\/handle\/915\/3891\/CS_uemc.pdf\" target=\"_blank\" rel=\"noopener\"> Charte de service<\/a><\/li>\n \t<li><i class=\"fa fa-pencil-square-o\"><\/i><a href=\"https:\/\/www.ull.es\/encuestas\/index.php\/74314\/lang-es\" target=\"_blank\" rel=\"noopener\"> Enqu\u00eate de satisfaction<\/a><\/li>\n \t<li><i class=\"fa fa-archive\"><\/i><a href=\"https:\/\/sede.ull.es\/ecivilis-site\/catalog\/showProcedure\/484\" target=\"_blank\" rel=\"noopener\">Proc\u00e9dure de r\u00e9clamations, suggestions et compliments<\/a><\/li>\n<\/ul>\n<\/div><\/div><\/div>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Syst\u00e8me de r\u00e9clamations, suggestions et compliments. L&#039;Universit\u00e9 de La Laguna dispose d&#039;un syst\u00e8me de r\u00e9clamations, suggestions et compliments accessible \u00e0 tous les utilisateurs des diff\u00e9rents services universitaires pour d\u00e9poser des r\u00e9clamations, suggestions ou compliments concernant le fonctionnement du service et les services propos\u00e9s. Pour signaler une r\u00e9clamation, une suggestion ou un compliment,\u2026<\/p>","protected":false},"author":1,"featured_media":0,"parent":1339,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"templates\/template-100-width.php","meta":{"footnotes":""},"class_list":["post-12652","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/12652","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/comments?post=12652"}],"version-history":[{"count":17,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/12652\/revisions"}],"predecessor-version":[{"id":17766,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/12652\/revisions\/17766"}],"up":[{"embeddable":true,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/1339"}],"wp:attachment":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/media?parent=12652"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}