Dispute Resolution Policy
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 parents must be annexed as evidences. This is to ensure that any staff handling the case are kept aware of the progress / outcomes.
In the event of any appeals for retention, suspension, expulsion and awards, the School’s Dispute Policy and Process shall follow.
It is the responsibility of the Academic Department to notify relevant divisions of any feedbacks and complaints.
Parents must be kept informed of the status of their feedback / complaints.
Academic Department is to respond to respective parents 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 parents 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.
Alternate Remedies in Dispute Resolution
In the event that the School and the parent cannot come to an agreement or the parent does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through CPE Student Services Centre for mediation.
Feedback and Complaint Management System
1. The school adopts an integrated approach to manage various feedbacks and complaints provided by students and stakeholders. There are many platforms and avenues where students and stakeholders are able to provide feedback and complaints to the School. They are as such:
- Feedback Form
- School’s Email
2. The School communicates the Dispute Resolution procedures to its students through the following channels:
- The School’s Official Website
- Parent Handbook
- Back to School Night Programme
- Pre-course Counselling
3. Student and Parent / Guardian who wish to provide any feedback and / or complaints to the School should adhere to the following procedure:
- Student and Parent / Guardian are to approach the Teacher / School Administrator to request for a Feedback Form or email to the Heads of School / Teacher.
- The School Administrator / Heads of School is to acknowledge the feedback / complaint received. This should be done within 3 working days.
- Heads of School will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.
- Relevant parties will then propose a solution for the issue raised and will explain it clearly to the student and parent / guardian.
- The student and parent / guardian should acknowledge the situation within 14 working days, whether he / she accepts or is satisfied with the proposed solution.
- If the student and parent / guardian is not satisfied with the proposed solution, he / she can escalate the matter up to the CEO who will review the case.
- If the student and parent / guardian is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the Committee for Private Education Student Services Centre.
- The entire process should not take more than 21 working days.