It is Amity’s policy to reach a fair and amicable solution (that is, a solution to address the grievance that is fair and acceptable to parties, the student and the school).
Policy
- The school gives an acknowledgement or initial response to the feedback / complaint within 3 working days.
- The school targets to resolve feedback / complaints within 14 working days, up to a maximum of 21 working days.
- The aggrieved party, the student, must submit the grievance in writing to the school.
- Amity has a dispute resolution policy and procedures that are clearly communicated to students. Amity ensures that its dispute resolution policy is aligned to the dispute resolution provision in the Private Education Act.
- Amity endeavours to reach a fair and amicable solution to address a grievance or an appeal for retention, suspension, expulsion or award. All investigations are carried out based on facts and evidences from all stakeholders.
- Amity employs a close-loop feedback and complaint management system to receive and address all feedback / compliments / complaints received (either from the students, public or staff). This involves the acknowledging and evaluating the feedback, doing root cause analysis, evaluating the need for action to ensure that the feedback does not recur, determining and implementing action needed, recording the results of action taken and reviewing the effectiveness of the corrective actions taken and to use feedback to identify what drives positive experiences. Amity also provides updates to the stakeholder during the period of deliberation before the feedback is resolved.
- Amity adopts a triage and escalation approach to ensure that student communications which go beyond routine administrative assistance are identified and assessed in a timely manner. Where a student email, request, feedback or case escalates and requires further investigation, coordination with other departments, additional resources or formal resolution, the relevant department shall notify the Quality Assurance Department (QA) for assessment and, where applicable, logging into the Feedback Register / Complaint & Suggestion Register.
- For continual improvement, Amity reviews its dispute resolution policy, feedback channels, feedback received as well as the feedback management system regularly.