Feedback Management Policy
Dispute Resolution Policy
- The College’s Dispute Resolution Policy and Procedures will include students’ official complaints received through formal channels. The various feedback channels should be communicated to students and they must align with the Private Education Regulations.
- All complaints must be properly recorded and /or documented. Any communication (including follow-up actions taken) between the College and the complainant must be annexed as evidence. This is to ensure that any staff managing the case are kept aware of the progress / outcomes.
- In the event of any appeals for retention, suspension, expulsion and awards, the College’s Dispute Policy and Process shall follow.
- Office of Student Affairs must respond to respective students within 3 working days of receipt of any complaints. This is to ensure that students are informed that the College has received the Complaint and is in the process of resolving it.
- 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 communicated.
- In the event that the College and the student cannot come to an agreement, or the student does not accept the final decision made by the College’s Management, 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 official complaints to the College should adhere to the following procedure:
- Students must approach the Office of Student Affairs to request a Feedback Form. Alternatively, students submit the Feedback Form via email.
- The Office of Student Affairs must acknowledge the feedback / complaint received, within 3 working days.
- The Office of Student Affairs will review the feedback / complaint and discuss it with relevant parties. A formal investigation will be carried out, if necessary.
- Relevant parties will propose a solution for the issue raised and the Office of Student Affairs will communicate the solution to the student. This should be done within 7 working days upon receipt of the Complaint.
- The student should acknowledge within 14 working days, whether they accept or is satisfied with the proposed solution. Should the student accept, the follow up action will be deemed as effective.
- If the student is not satisfied with the proposed solution, they can escalate the issue to the Principal. The respective person will investigate the case and take necessary actions to resolve it.
- The entire process, including the final outcome, should not take more than 21 working days, unless otherwise specified.
- If the student is still not satisfied with the outcome / decision, they will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).
- Students need to be informed of the reason for the delay, and justification needs to be provided. Justifications need to be recorded on the Feedback Form under the Remarks section.
