Student Admin
Matters
Grievance/
Complaint Management Procedures
We treat any student grievance as an important feedback. We have
staff assigned to manage student welfare including handling
grievances and complaints and have a system and procedures to
tackle these issues.
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For any complaint or grievance – whether it is verbally
lodged; or by letter; fax or email, we will document the
nature of grievance, complaint and given an interim
acknowledgement that the matter is being investigated. We
will acknowledge the complaint within 3 days.
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The Student Service Staff is required to conduct the
necessary investigation to establish the circumstance and
facts of the case and forward his/her recommendation not
later than seven (7)
days to the Centre Manager. The latter will verify and
decide whether there are basis to accept or dismiss the
complaint/grievance.
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The Centre Manager will then offer a solution to the
student. If the student accepts the solution, no further
action will be pursued except record and file the proceeding
for completed action.
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If the student declined the solution offered by Centre
Supervisor, the complaint will be referred to a higher level
- the Principal who will review the case and offer a second
solution. All these proceedings would be completed within
14
days and complainant are kept informed of the status.
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If the student still refuses to accept the latest solution
and before
the maximum of 21 days (from date of his complaint),
we will suggest that the matter be referred for third party
mediation, i.e. Case Mediation Centre for a resolution as an
alternative to legal action/ proceedings.
NOTE:
Proceedings from the beginning of a complaint/ grievance are
recorded in our Complaint Log that provides information on
nature of complaint/ grievance and time taken to resolve it.
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