DISPUTE AND RESOLUTION (FEEDBACK MANAGEMENT)

Feedback Management Policy 

Ensure an effective feedback management system 

AIC’s Feedback Management System allows the receiving of feedback through multiple channels as part of its efforts to use feedback to drive improvements and organisational excellence. It will encompass the following: 

  • Feedback and Complaints concerning experience related to general Issues regarding AIC 
  • Feedback and Complaints concerning the adequacy and quality of teaching, training delivery and facilities 

The feedback management system does not cover the following, for which separate procedures exist:  

  • Appeals relating to examinations or assessments, suspension / expulsion and misconduct 

Feedback can come from any stakeholders (i.e., Staff, Students, General Public) and the classification of the different types of feedback includes compliments, complaints or suggestions.  

Feedback / Compliment and Complaints can be provided via the following methods: 

  • StudentSupport@aic.edu.sg; or  
  • Complete and submit the Student Request Form; or 
  • In writing to any of our student service / front desk officers. 

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. 

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. 

Actions(s) taken may be publicised where appropriate and applicable especially if the action(s) are of public interest. 

AIC will need to acknowledge complaints within 5 working days. 

AIC has a resolution time of 21 working days. In the event that the resolution time cannot be met, the complainant will be notified with reasons. 

Ensure that the dispute resolution policy and procedures are aligned with the Private Education Regulations and communicated to students 

The feedback and complaint policy along with the dispute resolution policy and procedure will be communicated to students via: 

  • Website 
  • Student handbook 

Where AIC and the complainant cannot come to an agreement or the complainant does not accept the final decision made by AIC, the complaint will be escalated into a dispute and the complainant can choose to seek redress via 

  • CPE Mediation-Arbitration Scheme; or 
  • Small Claims Tribunals (SCT), for clear-cut fee refund issues of equivalent or less than S$20,000 (for amounts that exceed S$20,000; or 
  • Complainant’s own legal counsel 

Note: The CPE Mediation-Arbitration Scheme was set up to help students who encounter contractual disputes with their private school seek redress. The two-stage Scheme is jointly drawn up with the Singapore Mediation Centre (SMC) and the Singapore Institute of Arbitrators (SIArb). A private school’s participation in the dispute resolution process is compulsory as stipulated by the PE Act. For the case to be eligible:  

  • It must be relevant to private education and arise after the Dispute Resolution Schemes Regulations came into operation on 10 May 2010; 
  • It must not be criminal in nature; and 
  • It must not have received a judicial decision in the courts 

Feedback Management Procedure 

Ensure an effective feedback management system 

Any persons who have any feedback or complaint should raise it as soon as possible. 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. 

Feedback / Compliment or Complaints is to be submitted via one of the following methods: 

  • StudentSupport@aic.edu.sg; or  
  • Complete and submit the Student Request Form; or 
  • Speaking to any of our student support officers. 

Upon receipt of the feedback compliment or complaint, the Student Support Office will acknowledge receipt within 5 working days. 

The Student Support Office will forward the complaint to the appropriate department or personnel to review and discuss the feedback with relevant parties. A formal investigation will be carried out where necessary. 

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. 

For complaints, AIC will respond with: 

  • Specific action to resolve the matter; or 
  • Dismissal of the complaint in which case reasons will be given to the student in writing 

Follow up action is to be documented and where possible, acknowledged by the person that gave the feedback. 

If the person is not satisfied with the proposed solution / outcome, he/she can escalate the matter to the Regional Director.  

The Regional Director will review the complaint and provide a response. 

If the complainant is still not satisfied with the outcome / decision, it will be escalated into the dispute resolution procedure. 

The student / external parties should be notified by the relevant department of the decision and full response of the outcome of the complaint within twenty-one (21) working days. 

Ensure that the dispute resolution policy and procedures are aligned with the Private Education Regulations and communicated to students 

AIC communicates the Dispute resolution policy and procedures to its students through the following channels: 

  • Website 
  • Student Handbook 

AIC will refer the complainant to CPE to start the Mediation-Arbitration Scheme once it has been escalated into a dispute case. 

The dispute procedure generally has 2 stages. 

Stage 1: Mediation 

  • SMC is the appointed provider for mediation services. 
  • After the feedback / complaint channel has been exhausted with AIC the complaint filed with CPE, CPE will refer your case to the SMC for mediation. 
  • SMC, together with AIC and complainant, will select a mediation date and time, before appointing a mediator. If mediation is successful, a settlement agreement will be drawn up by SMC and endorsed by the respective parties. 
  • If mediation is unsuccessful, the complainant may opt to progress to Stage 2, which is arbitration, for a resolution.  

Stage 2: Arbitration 

  • SIArb is the appointed provider for arbitration services. 
  • The complainant will be required to submit specified forms to SIArb, before SIArb appoints an arbitrator. 
  • AIC will submit a defence and counterclaim (if any) to SIArb. 
  • The complainant will then submit a reply and defence to counterclaim (if any) to SIArb. 
  • The arbitration will be conducted via document submissions only. A hearing will be conducted only if a party specifically requests for a hearing and the appointed arbitrator determines that a physical hearing is necessary. For a documents-only arbitration, the arbitrator will publish a written award within 60 days from the commencement of the arbitration. If a hearing is held, the written award will be published within 90 days from the commencement of the arbitration.