Dispute and Grievance Resolution

FEEDBACK MANAGEMENT: DISPUTE AND GRIEVANCE RESOLUTION

 

A student/ parent who wishes to resolve a complaint or dispute should follow the internal processes listed below. These measures have been put in place to expedite the resolution of disputes. 

    S/NProcedures / InstructionsAction Parties Timeline Channel
    1Student sends in complaint/grievance to the school via various channels Student/ParentsAs necessaryEmail/Letter/ Feedback Form
    2All ad hoc complaints / grievanceare properly recorded and relevant department informed about the matter and respondents are promptly informed of the receipt of the feedback. Administration Department 3 working days Email
    3Settlement of internal resolution of complaint /grievance between the respondent and USC Relevant Department Head Within 14 daysEmail/Phonecall/ Meeting
    4If dispute/ complaint remains unresolved, USC will propose that the matter be resolved through the Dispute Resolution Scheme of the Committee for Private Education.

    https://www.skillsfuture.gov.sg/pei/dispute-resolution     		Relevant Department Head < 21 daysSingapore Mediation Centre (SMC)


    Singapore Institute of Arbitrators (SIArb)

    GRIEVANCE/ DISPUTE RESOLUTION POLICY: 

     

    It is the policy of United Seas College that:

    a) Regulations are communicate to students.
    i. As a first course of action, students are encouraged to approach the school directly to resolve their complaints at the earliest opportunity.
    ii. The students together with the school may approach the CPE’s Student Services Centre (SSC) for assistance / a review of the complaints and may refer the students to the CPE Mediation – Arbitration Scheme should the issue remains unsettled or if the students are not satisfied with the result .

    b) All feedback and grievances are treated with highest privacy and confidentiality.

    c) The feedback management system guarantees that all feedback (including complaints and compliments) received from such channels as surveys conducted, interviews, emails, verbal inputs, etc. are acknowledged, evaluated for follow-up action (for feedback) or resolved (grievances) and that the individual who provided the feedback or who was agrieved is notified of the outcome.
    i. Feedback/Grievance is acknowledged within 3 days of receipt
    ii. All actions are properly documented and are made known to the person giving the feedback
     It is the responsibility of the Administration Department to notify relevant departments of any feedbacks and complaints.
     Any correspondence (including actions taken) between the College and the complainant must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
     The complainant must be kept informed of the status of their feedback / complaints, and should be responded to in a timely manner.
    iii. All complaints shall be resolved within 21 working days.

    d) The school’s participation in the dispute resolution process is obligatory as required by the Private Education Act. There are two phases in the process – mediation and arbitration.

    e) Feedback is used to identify what drives positive experience.

    f) The feedback management system is reviewed during the annual management review for continual improvement.

    FEEDBACK AND GRIEVANCE PROCEDURE: 

     

    * Remedial Action: An action done to eliminate a detected non-comformity/ An action taken to rectify a problem 

    * Corrective Action: Action taken to eliminate the cause of a detected non-comformity or any other undesirable  

         Situation 

    * Preventive Action: Action taken to stop something from occurring; may be initiated after the identification of  

       a non-comformity and becomes a part of the corrective action.