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The College's Dispute Resolution Policy and procedures cover any official complaints received from students through any channel. These procedures are in line with the Private Education Regulations and are communicated to students accordingly.
All complaints are thoroughly recorded and documented, including any correspondence and actions taken between the College and the complainant. This ensures that all staff members involved in the case are kept informed of its progress and outcomes.
In cases of appeals for retention, suspension, expulsion, and awards, the College's Dispute Policy and Process will be followed.
The Office of Student Affairs will respond to any complaints within 3 working days of receipt. This ensures that students are aware that their complaint is being addressed.
All feedback and complaints must be resolved within 21 working days. If this deadline cannot be met, the student will be notified and the reasons for the delay will be explained.
If the College and the student cannot reach an agreement, or if the student does not accept the final decision made by the College's Management, they will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) for mediation.
Dispute Resolution Procedure
Students wishing to make official complaints should follow these steps:
Request a Feedback Form from the Office of Student Affairs, or fill out the Feedback Form online and send it via email to the College.
The Office of Student Affairs will acknowledge receipt of the feedback/complaint within 3 working days.
The Office of Student Affairs will review the feedback/complaint, discuss it with relevant parties, and conduct a formal investigation if necessary.
The proposed solution will be explained to the student within 7 working days of receiving the complaint.
The student should acknowledge whether they accept or are satisfied with the proposed solution within 14 working days. If the student accepts, the follow-up action will be deemed effective.
If the student is not satisfied with the proposed solution, they can escalate the matter to the Principal, who will investigate the case and take necessary actions to resolve it.
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).
The entire process should not take more than 21 working days. If it does, the student will be informed of the reason and justification will be provided by the College. This justification will be recorded on the Feedback Form under the Remarks section.
Please note that suggestions and compliments, whether generic or positive, are not covered under the Dispute Resolution Policy and Procedure.
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