International Student

Rationale/Objective(s):

Asian International College (AIC) adopts a close loop feedback and complaint management system to gather and address all feedback and/ complaints received from stakeholders (staff, students and general public) for continuous improvement.

The purpose of this document is to :

Define AIC’s Dispute Resolution Policy

AIC aims to provide a high standard and quality of service in respect of its programmes of study, services and facilities. As part of its commitment to enhancing the student / external parties’ experience, this policy has been established to deal with complaints from students. AIC recognizes that complaints may provide useful feedback from students / external parties and, where appropriate, will be used to improve services and facilities.

1. Students who have any feedback or complaint should raise it as soon as possible.

2. AIC will not consider complaints that are made more than 28 days after the events complained about, unless there is good reason for the delay.

3. Feedback/ compliment and complaints can be provided via the following methods;

  • StudentSupport@aic.edu.sg
  • Complete and submit the Feedback and Complaint Form via the suggestion box or by;
  • Speaking to any of our student support officers.

4. All feedbacks and complaints will be dealt with in confidence

5. Where a complaint is shown to be frivolous, vexatious or motivated by malice, it will be dismissed and disciplinary action may be taken against the student.

 

Dispute Resolution Policy

AIC’s dispute resolution policy stipulated:

  • All feedback and complaints (including appeals for retention, suspension, expulsion, award and etc) may be submitted to the student support office as stipulated in the student handbook;
  • The management team must attend to all feedback and complaints with respond within 5 working days; and
  • Any complaints and dispute remain unresolved beyond 21 working days shall be referred to mediation at the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre, and only in respect of such decision, the decision of the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) shall be final and binding on all parties. 

As stipulated by the CPE, AIC participates in the CPE mediation arbitration scheme (refer to CPE mediation-arbitration scheme on www.cpe.gov.sg). 

AIC dispute resolution policy is reviewed at least once a year to ensure relevance and continual improvement.

Mediation is a means of dispute resolution in which the parties to a dispute engage the assistance of an impartial third party (called the Mediator) to facilitate negotiations between them with a view to resolving their dispute privately and in an amicable manner. The focus is not on who is right or wrong, nor on who has a stronger or weaker case. Rather it is on how the parties can move forward and put the dispute behind them. The Mediator helps the parties to adopt a problem-solving approach, move away from their respective positions and focus on their interests, needs and concerns.

Arbitration is a process by which the parties of a dispute submit their differences to one or more impartial parties for a final and binding decision. Being an orderly proceeding, arbitration is substantially less formal than court proceedings. Arbitration under the CPE Mediation – Arbitration Scheme is a paper-based proceeding under which each party submits his representation to the Arbitrator for consideration. Confidentiality is ensured and the disputes are resolved in a cost-effective and expeditious manner. It is an alternative to dispute resolution by litigation in a court of law.

 

 

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CPE Reg.No. 199907030-H
Validity: 20.05.14 - 19.05.18

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