A student seeking resolution of a grievance should follow the steps outlined below. These steps have been put in place to facilitate resolution of grievances with a minimum of delay.
- The Institute accepts feedback / complaints in hard copy (e.g. Feedback Form, letter or fax) or soft copy (e.g. email) from the public, staff or students.
- The Institute gives an acknowledgement or initial response to the feedback / complaint within 3 working days.
- The Institute targets to resolve feedback / complaints within 14 working days. Up to a maximum of 21 working days.
- Principal or Designated Staff will make the solution known to the student.
- If the student does not accept the solution, it will be escalated to the CEO for a second solution.
- If the student still refuses to accept the second solution and before the maximum of 21 working days, the school will propose that the matter to be resolved through the Dispute Resolution Scheme of the Skills and Workforce Development Agency (SWDA). For more details refer to the following link: https://www.swda.gov.sg/home/skills-career-resources/private-education-resources/dispute-resolution
- Student may seek redress via:
- SWDA Mediation-Arbitration Scheme; or
- Small Claims Tribunal (SCT), for clear-cut refund issues of equivalent or less than S$20,000*; or
- Their own legal counsel.
h. *For amounts that exceed S$20,000 but below S$30,000, the claim can still proceed with SCT if both parties consent to it in writing.
i. All feedback / complaints (including disputes) and the actions taken to resolve them are filed in the school’s Feedback Register that also provides information on nature of complaint / grievance and the time taken to resolve.
