DISPUTE RESOLUTION POLICY AND PROCEDURE
When it comes to Dispute Resolution, it is the School’s policy is to try to reach a fair and amicable solution (that is, a solution is found to address the grievance that is fair and acceptable to both parties – the student and the School).
The service target for the resolution of all disputes is within 21 working days.
The aggrieved party/the student must submit the grievance in writing to the School using the Compliment/Feedback/Complaint Form.
The Principal will assign the Admin Manager to establish the facts of the case and complete the necessary investigation within 7 working days.
The Admin Manager will decide whether the complaint/grievance is justified, and if so, to offer a solution to the student.
If the student accepts the solution, no further action will be pursued except to file the written grievance/complaint and to record the solution given.
If the student declines the solution, the grievance will be referred to the Principal who will review the case and offer a second solution. All these proceedings would be completed within 14 days and complainants are kept informed of the status.
If the student still refuses to accept the second solution and before the maximum of 21 days, the School will propose that the matter be resolved through the CPE Student Services Centre, using the Dispute Resolution Scheme of the Council for Private Education, which is described on the CPE website. This dispute resolution scheme may, where appropriate, involve the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) as the mediation centres.