When it comes to Dispute Resolution, Eversafe policy is to try to reach a fair and amicable solution (that is, a solution that is fair and acceptable to both parties – the student and Eversafe).
The aggrieved student must submit the grievance in writing to Eversafe using emails, letters & feedback.
It will be acknowledged via email and the investigation procedure starts.
The Admin Manager will establish the facts of the case and complete the necessary investigation within 7 working days.
The Admin Manager will decide whether the dispute/grievance is justified and if so, to offer a solution to the student.
If the student accepts the solution, no further action will be pursued except to file the written grievance/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.
The time frame for the resolution of all disputes is within 21 working days.