Policy Statements

Handling of Feedbacks and Complaints

1. The School accepts both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
2. The School is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.
3. All feedbacks and complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the School and the student must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
4. In the event of any appeals for retention, suspension, expulsion and awards, the School’s Dispute Policy and Process shall follow.
5. It is the responsibility of the Operations Department to notify relevant departments of any feedbacks and complaints.
6. Students must be kept informed of the status of their feedback / complaints.
7. The Operations Department is to acknowledge the feedback / complaint received within 3 working days.
8. The Operations Department will inform the student of the solution within 14 working days from date of complain.
9. All feedback and complaints will 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.
10. All feedback and complaints are to be evaluated, and improvements to be made in response to them. Such improvements are to be documented for re-evaluation after its implementation, and the complainant/person giving feedback will be informed.
    

Dispute Resolution Procedure

• Student is to submit a Feedback Form (or via Email / Telephone) to the Course Administrator / Education Executive
• An acknowledgement of the feedback / complaint will be given 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.
• Course Administrator/Education Executive is to inform the student of the solution within 14 working days from date of complain.
• Should the student be unsatisfied with the proposed solution they may escalate it to the School’s Management. The respective person will liaise with the student within 7 working days.
• 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.