a. The College’s Dispute Resolution Policy and Procedures will cover all students’ official complaints that it receives from any formal channels. These will be communicated to students and aligned with the Private Education Regulations.
b. All official complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the College and the complainant must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
c. The College is to respond to respective students within 3 working days of receipt of any official complaints received. This is to ensure that students are aware that the College is aware of the Complaint received and is in the process of handling it.
d. All 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.
e. In the event that the College and the student cannot come to an agreement or the student does not accept the final decision made by the Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) for mediation