Policy Statements

1. For purpose of the School’s Dispute Resolution Policy and procedures, it will cover any students’ official complaints that the School receive from any channels and should be communicated to students and aligned with the Private Education Regulations. 
2. All complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the School and the complainant must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes. 
3. In the event of any appeals for retention, suspension, expulsion and awards, the School’s Dispute Policy and Process shall follow. 
4. Course Administrator/Education Executive is to respond to respective students within 3 working days of receipt of any complaints received. This is to ensure that students are aware that the School is aware of the Complaint received and is in the process of handling it. 
5. Course Administrator/Education Executive is to inform the student of the solution within 14 working days from date of complain. 
6. All feedbacks / complaints must be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known. 
7. In the event that the School and the student cannot come to an agreement or the student does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) for mediation.
   

Dispute Resolution Procedure

• Students who wish to provide any feedback and / or complaints to the School should adhere to the following procedure: 
• Students are to approach the Course Administrator/Education Executive to request for a Feedback Form. Students may also provide feedback and / or complaints via email, telephone or meet up with the Course Administrator/ Education Executive. 
• The Course Administrator/ Education Executive is to acknowledge the feedback / complaint received. This should be done within 3 working days. 
• Course Administrator/ Education Executive will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary. 
• Relevant parties will then propose a solution for the issue raised and the Course Administrator/Education Executive will pass the complaint resolution to Operations Manager / Vice Principal / Principal to sign and acknowledge. 
• The Course Administrator/Education Executive will inform the student of the solution within 14 working days from date of complain. 

Unsatisfied Outcome / Decision – Dispute Resolution Process 

• If the student is not satisfied with the proposed solution, he / she can escalate the matter up to the Operations Manager (for non-academic issues) or the Vice-principal / Principal (for academic issues). The respective person will liaise with the students within 7 working days from the date of complaint. 
• If the student is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb). 
• The entire process should not take more than 21 working days. 

Note 1: As Feedback can be generic and / or positive, the School will have the discretion of the need to reply to students. 

Note 2: If the process takes more than 21 working days to resolve, students need to be informed of the reason as to why it is so and justification needs to be provided by the School. Justifications need to be recorded on the Feedback Form under the Remarks section. 

Note 3: For suggestions and compliments, they can be generic and / or positive. This would not be covered under the Dispute Resolution Policy and Procedure.