Feedback and Complaints Management

Feedback and Complaints Management

A. PROCESS

 

1.    Coleman College has a close-loop feedback and complaint management system to gather and address all feedback/complaints received (from public, staff or students)

 

2.      Source and Type of Feedback, Complaints & Compliments

Source Mode of Receiving Feedback, Complaints and Compliments
(1)    Student

 

(2)    General Public

 

(3)    Coleman College Staff

 

Email, Letter, Coleman College Feedback Form.

 

(All telephone feedback must be follow-up with either through email, letter or filling up Coleman College Feedback Form before Coleman initiates any investigation into the matter)

 

3. The Responsible Person handling complaints and compliments:

Type of Feedback, Complaints And Compliments Manager in Charge
(1)    Coleman College Staff Services Quality (Front Line Staff) Centre Manager/ Senior Manager
(2)    Facilities, Maintenance, IT Director – Operations
(3)    Academic Programmes, Project Assignment, Examination Results Head of Section – Academic
(4)    Student Affairs Head of Student Affairs
(5)    Teachers Head of Section – Academic
(6)    University Partners & Programmes Director – Academic
(7)    Other Matters Centre Manager/ Senior Manager

 

4. Handling Feedback/Complaints/Dispute/Grievance from Students

 

4.1  Step A

Any Student who has a Feedback/Complaint/Dispute/Grievance shall take the matter in writing with the Student Support Services Officer, by completing the Student

Feedback/Complaints Compilation Form (CC-EDT-C2.6.1 FM2). The Administrative Executives (Coleman Life) shall acknowledge the Feedback/Complaint/Dispute/Grievance within three (3) working days. If the feedback/complaint is resolved, the Administrative Executive will report the matter to the Manager-in-charge for appropriate action(s) and closure.

The Administrative Executive (Coleman Life) shall compile all the data gathered and reports to the Management.

 

4.2  Step B

If the Feedback/Complaint/Dispute/Grievance is not resolved by the Admin. Executive in STEP A, he/she shall refer the matter to the Manager-in-charge.  The Manager-in-charge will meet the Student within seven (7) working days to resolve the feedback/Complaints/Dispute/Grievance.

 

4.3   Step C

If the Feedback/Complaint/Dispute/Grievance is still not resolved in Step B, the Manager-in-charge will refer the matter to the Chief Executive Officer (CEO). The CEO will meet the Student within ten (10) working days to resolve the matter. If the Student is still not satisfied with the solution, the CEO will advise the student that he/she may take up the matter with relevant external body, where applicable.

 

4.4   Step D

If Feedback/Complaint/Dispute/Grievance which could not be resolved amicably within the stipulate period by the school, or if the student is not satisfied with the outcome from the school, the student may seek redress via:

  1. CPE Mediation – Arbitration Scheme; or
  2. The Small Claims Tribunals (SCT), for clear cut fee refund issues of equivalent or less than S$10,000 #; or
  3. Student’s own legal counsel

#For amounts that exceed SGD$10,000 but is less than SGD$20,000, the claim can still proceed with SCT if both parties consent to it in writing

 

4.5    Timeline for Resolving Dispute

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

 

5. Handling Feedback/Complaints from General Public

 

5.1    Step A

Any General Public who has a feedback/complaint shall take the matter in writing with the Centre Manager / Senior Manager (CM) by completing the Student Feedback /Complaints form (CC-EDT-C2.6.1 FM2). The CM shall contact/meet the General Public within three (3) working days. If the feedback/complaint is resolved, the CM will report the matter to the Manager-in-charge (Manager who is responsible for the process related to the issue).

 

5.2    Step B

If the feedback/complaint is not resolved by the CM in Step A, the CM shall refer the matter to the Manager-in-charge.  The Manager-in-charge will meet the General Public within seven (7) working days to resolve the feedback/complaint.

 

5.3    Step C

If the feedback/complaint is still not resolved in Step B, the Manager-in-charge shall refer the matter to the CEO. The CEO will meet the General Public within ten (10) working days to resolve the matter. If the General Public is still not satisfied with the solution, the CEO will advise the General Public that he/she may take up the matter with relevant external body, where applicable.

 

5.4    Step D

If Feedback/Complaint/Dispute/Grievance which could not be resolved amicably within the stipulate period by the school, or if the student is not satisfied with the outcome from the school, the student may seek redress via:

  1. CPE Mediation – Arbitration Scheme; or
  2. The Small Claims Tribunals (SCT), for clear cut fee refund issues of equivalent or less than S$10,000 #; or
  3. Student’s own legal counsel

#For amounts that exceed SGD$10,000 but is less than SGD$20,000, the claim can still proceed with SCT if both parties consent to it in writing

 

5.5    Timeline for Resolving Dispute

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

 

6. Handling Feedback/Complaints from Internal Staff

6.1     Handling Feedback from Internal Staff

Any Staff who has a feedback shall complete the Staff Suggestion/Feedback Form (CC-EDT-C2.6.1 FM1). The Manager-in-charge will meet the staff within seven (7) working days to discuss the suggestion/feedback, if relevant.

6.2     If the Manager-in-charge is not able to close the complaint, he/she shall escalate the complaint to the management for resolution. The management shall resolve the compliant within (10) working days.

 

7. Handling Feedback/ Complaints from External Partners

The handling of Feedback/ Complaints from External Partners is outlined in detail within the respective contracts, agreements, and/ or MOUs with the parties/ partners.

Prior to issuance of any legal proceedings in the Singapore courts, Parties are to adopt conciliatory measures to resolve any dispute or problems arising out of the respective Agreements, Contracts and/ or MOUs.  In the event of any dispute or claim, Parties shall first attempt to meet to resolve the dispute amicably and to make proposals to resolve their disputes amicable.  In the event that Parties cannot resolve a dispute on their own, the dispute shall be referred to mediation centre in Singapore.

 

8. Dispute Resolution Policy

8.1     Coleman College will abide to the Private Education Act 2009 (Act 21 of 2009), Private Education (Dispute Resolution Schemes) Regulations 2010 in handling any dispute encountered.

8.2     Refer to Coleman College Dispute Resolution Policy.