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DISPUTE RESOLUTION POLICY AND PROCEDURE


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

 

Operations Department will notify relevant departments of any feedbacks and complaints, and will respond to respective students within 3 working days of receipt of the feedback / complaint. Students must be kept informed of the status of their feedback / complaints.

 

Management Team will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.

 

All feedbacks / complaints must be resolved within 21 working days, otherwise, Student must be notified with the reasons for the delay.

 

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

In the event that the Student and the school are unable to resolve a dispute in accordance with the grievance resolution procedure, the Student and the school shall refer the dispute to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre for mediation prior to instituting any legal action or proceedings.

Dispute Resolution Procedure


Fill in the Feedback Form and submit it to the School.

The School will acknowledge your feedback/complaint within 3 working days. The school will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.

The School will propose a solution to you. You should acknowledge the situation within 14 working days, whether he / she accepts or is satisfied with the proposed solution.

You may escalate the matter up to the General Manager (for non-academic issues) or the Head, Academics (for academic issues) if the solution is unsatisfactory, for further investigations and actions.

Should the final resolution still be unsatisfactory, you 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.

Note: As Feedback can be generic and / or positive, the School will have the discretion of the need to reply to students.

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