+65 6336 3462 +65 6336 0929 info@colemancollege.edu.sg

Dispute Resolution Procedure

Dispute Resolution Procedure

Steps

Any student who has a Feedback/Complaint/Dispute/Grievance shall take the matter orally or in writing with the Student Support Services Officer, by completing the Customer/Student Service Form (CC-EDT-C2.7.1 FM1). The Student Support Services Executive shall acknowledge the Feedback/Complaint/Dispute/Grievance within three (3) working days. If the feedback/complaint is resolved, the Student Support Services Executive will report the matter to the Process-Manager-in-charge for closure.

The Student Support Services Executive shall compile all the data gathered and reports to the Management using the Student Feedback/Complaints Compilation Form (CC-EDT-C2.7.1 FM2).

If the Feedback/Complaint/Dispute/Grievance is not resolved by the Student Support Services Executive, refer to Step 2.

If the Feedback/Complaint/Dispute/Grievance is not resolved, the Student Support Services Executive will refer the matter to the Manager-in-charge. The Process-Manager-in-charge will meet the Student within seven (7) working days to resolve the Feedback/Complaints/Dispute/Grievance.

If the Feedback/Complaint/Dispute/Grievance is not resolved by the Manager-in-charge, refer to Step 3.

If the Feedbacl/Complaints/Dispute/Grievance is still not resolved, the Process-Manager-in-change will refer the matter to the Chairman/Principal. The Chairman/Principal will meet the Student within ten (10) working days to resolve the matter.

If the student is still not satisfied with the solution, the Chairman/Principal will advise the Student that he/she may take the matter with relevant external body, where applicable.

Feedback/Complaint/Dispute/Grievance which could not be resolved by the Chairman/Principal may be referred to the following mediation centres.

Singapore Mediation Centre (http://www.mediation.com.sg)

Singapore Institute of Arbitrators (http://www.siarb.org.sg)

The College will try to reach a resolution with the Student within 21 working days.