Handling of Feedbacks and Complaints
The School accepts both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
The School is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.
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.
It is the responsibility of the Student Services to notify relevant teams of any feedbacks and complaints.
Students must be kept informed of the status of their feedback / complaints.
Student Services is to respond to respective students within 3 working days of receipt of the feedback / complaint.
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.
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.
Review of Feedback and Complaints Management
The Senior Management Team will review all feedbacks and complaints on an annual basis. This is to be documented in a report format.
Senior Management Team will also use this review as a platform for reviewing the Feedback and Complaints Management System. The Senior Management Team is to use the points discussed within the review and evaluate how the system can be improved
The Senior Management Team is to regularly review the Feedback and Complaints Management System, Communication Channels, Policy and Procedures within the School, and see how they can be improved.
Alternate Remedies in Dispute Resolution
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 Senior Management Team, they can approach Committee for Private Education Student Services Centre (CPE-SSC) to report the dispute. Options for the student are:
- 1. File case with Small Claims Tribunal (SCT)
- 2. Participate in CPE Mediation-Arbitration Scheme
- Referred to Singapore Mediation Centre (SMC) if cannot reach a settlement, can progress to Arbitration through Singapore Institute of Arbitrators (SIArb)
- 3. Engage own legal counsel
Details on the procedures are available in the Student Handbook which can be accessed by clicking here