1. CONDITIONS OF GRIEVANCE SUBMISSION
The grievance procedure is available to students who have complaints that are within the decision-making jurisdiction of the School.
- The School must make every effort to deal with complaints sympathetically.
- Students may raise a complaint individually or as a group.
- Appeals over grades are not dealt with in this Student Grievance Procedure.
- The student should raise the grievance with an appropriate person at the earliest opportunity, as complaints that are dealt with informally at an early stage have the best chance of being resolved effectively. In the first instance a student should raise a complaint with an appropriate member of staff. This should be the SLO or the Lecturer.
- The above member of staff must advise the student that if information is to be kept confidential within the Grievance procedure, the student should make this clear. The school will keep the confidentiality of the grievance to the best of its ability. In circumstances where ICA, the police or other legality issue is concerned, the school may be obligated to disclose information related to the grievance. • The student must complete a Student Grievance form within 7 days of the cause of the grievance. The completed Student Grievance form shall be handed in to the SLO.
- The SLO will attempt to help the student find a resolution to the problem. He or she will see the student, ensure all relevant papers and documents are submitted, discuss the matter with relevant members of the School’s staff and, in whatever manner he or she feels to be appropriate, attempt to help the student resolve the difficulties or disagreements. The SLO has authority from the Principal to undertake a thorough investigation and to require co-operation from all parties. The SLO will act promptly.
- If the dispute is resolved, the SLO will write a short report for the Principal and may make recommendations in this to prevent similar difficulties arising again in the future.
- If the dispute remains unresolved, the SLO will discuss the reasons with the student. The SLO will then take no further part in the complaints process, save to pass relevant papers (including documents, statements, minutes or notes, but excluding matters disclosed in confidence) to the Vice Principal.
- The Vice Principal will conduct a second investigation with the student to resolve the matter. In the event the matter cannot be resolved, it will be referred to the Principal for a third round of investigation.
- The Principal will then refer the case to the School Management Committee for resolution.
- If the Student still refuses to accept the latter solution offered by the Principal or School Management Committee in 21 days, we will suggest to the Student to refer the complaint/grievance to Case Mediation Centre for a resolution.
- If the Student and School could still not resolve the grievance/dispute that was referred to Case Mediation Centre, advise the Student that the last recourse will be jurisdiction by the Singapore Courts.
