Dispute Resolution Policy

Handling of Feedbacks and Complaints

The Institute accepts both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.

The Institute 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 Institute 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.

In the event of any appeals for retention, suspension, expulsion and awards, the Institute’s
Dispute Policy and Process shall follow.

It is the responsibility of the Administration Department to notify relevant departments of
any feedbacks and complaints.

Students must be kept informed of the status of their feedback / complaints.

Administration Department 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 System

The Management Team will review all feedbacks and complaints on an annual basis. This is
to be documented in a report format.

Management Team will also use this review as a platform for reviewing the Feedback and
Complaints Management System. The Management Team is to use the points discussed
within the review and evaluate how the system can be improved.

The Management Team is to regularly review the Feedback and Complaints Management
System, Communication Channels, Policy and Procedures within the Institute, and see how they can be improved.

Alternate Remedies in Dispute Resolution

In the event that the Institute and the student cannot come to an agreement or the student
does not accept the final decision made by the Institute’s Management Team, they will be
referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) for mediation.