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At CESTE, your experience matters to us. We want you to feel heard at all times. That’s why we’ve created a simple and transparent system so you can send us any comments, suggestions, complaints, or claims, and so you always know what will happen next.
What can you tell us?
| Type | When should I use it? |
|---|---|
| 💡 Tip | Do you have an idea for improving something—classes, services, facilities…? |
| 😟 Complaint | Something didn't go as planned, and you want us to know about it. |
| 📋 Complaint | Would you like us to formally review a decision or situation (enrollment, certificate, grade, etc.)? |
| 🙏 Thank you | Someone or something has exceeded your expectations. Tell us about it! We'll share it with the team. |
How can you contact us?
| Channel | How to use it | |
|---|---|---|
| 📧 | Email (primary) |
Buzoncalidad@ceste.com Available 24 hours a day, 7 days a week. You will receive an automatic confirmation email with your ticket number. |
| 🏢 | In-person | Not applicable |
How long will it take for us to get back to you?
| Type of communication | 1st response | Final Resolution |
|---|---|---|
| Suggestion | ≤ 48 business hours | No more than 15 calendar days. |
| Acknowledgments | ≤ 48 business hours | We've received your message. We'll share it with the team. |
| Complaint | ≤ 48 business hours | No more than 10 calendar days. |
| Formal complaint | ≤ 24 business hours | No more than 5 business days (written response stating the reasons). |
What's going on with your communication?
When you write to us, here's what happens:
- You will receive an automatic confirmation email with your personal ticket number.
- Your message will be forwarded to the person in charge of the relevant department (academic, administrative, facilities, etc.).
- We will review the situation and send you a response with the solution we have chosen within the specified timeframe.
- If we take longer than expected, we'll let you know the new estimated date. We'll always get back to you.
- Once the case is closed, we'll send you a short survey (2 questions) to find out if you're satisfied with the resolution.
- We regularly analyze data from all communications to improve our services.
🔒 Your privacy is protected. All data you provide to us is treated with the utmost confidentiality, in accordance with the General Data Protection Regulation (GDPR). Access to your communication is restricted solely to staff who need to know the information in order to resolve your case.
📬 Feel free to contact us anytime:
buzoncalidad@ceste.com