Complaint Management

  • Students may make a complaint to any staff members (in line with the policy) in person, by telephone, email or in hard copy.
  • When making a complaint, it is preferable for complainants to identify themselves rather than remain anonymous to enable resolution.
  • The academy will make a reasonable judgment whether or not to investigate an anonymous complaint.
  • If complaint receiving staff is able to give a standard solution for the complaint, it will be settled then and there and it will be informed to the Administrative Manager in writing for the internal review.
  • If compliant receiving staff is not able to solve, it will be acknowledged via email and the investigation procedure will start.
  • The complaint will be forwarded to the Administrative Manager with the details of the complaint and supporting documents if any.
  • When reviewing a complaint, the Administrative Manager is expected to consider:
    • the seriousness, complexity and urgency of the issue(s)
    • potential risks to the health and/or safety of the complainant or respondent
    • how best to offer a reasonable and timely resolution to the complaint, and
    • how best to ensure personal information of the complainant is not disclosed to any third party unnecessarily.
  • The Admin Manager will establish the facts of the case and complete the necessary investigation within 7 working days and provide a solution for the complaint.
  • If the student accepts the solution, no further action will be pursued except to file the complaint and to record the solution given.
  • If the student declines the solution, the grievance will be referred to the Managing Director 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, Eversafe 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 centers.