Stanfort Academy has a system for managing feedback and complaints from students, customers and staff. The school believes strongly that feedback is an important part in its continual efforts to improve the quality of products, delivery, administration and quality of service. Stanfort Academy has a process in place to assist its valued customers/ students and staff in providing resolution for a grievance in the following areas:
- Academic Standards
- Behaviour and Discipline
- Service and Student Support
- Facilities and Infrastructure
- Retention, suspension, expulsion and awards
Stanfort Academy treats any student’s grievance as important and valuable feedback to them. For any complaint or grievance – whether it is verbally lodged or by letter or email, Stanfort Academy will document the nature of grievance, complaint and give a written interim acknowledgement that the matter is being investigated.
1. Informal Resolution of Complaint/ Feedback
Informal management of feedback, which is normally the verbal complaint to the administrative staff of the respective department or the relevant management staff (Dean, Department Heads or Programme Manager) and can be taken as minor problem, will be attempted / resolved on the same day as it is received before escalation to Complaint/ Grievance or Written Complaint/ Grievance (major problem). If the matter cannot be settled immediately, it will be referred to the Academic Affairs Director (AAD) for further review and assistance before escalation to the formal procedure.
Time taken for resolution: 1 day
2. Formal Resolution of Complaint/ Feedback
If unresolved on the same day (i.e. complainant is not satisfied with the resolution by the respective staff and student/ complainant submits the Complaint and Feedback Form (available from the administrative office) formally), the school gives an acknowledgement or initial response to the feedback / complaint within 3 working days from the day the feedback/grievance is received.
Upon receipt of the feedback or complaints in hard copy (e.g. letter) or soft copy (e.g. email) from the public or students, the management will direct the relevant staff to look into the matter and to report back to them. Once the Complaint and Feedback Form is submitted, the case is treated as a formal complaint and is escalated to the Chief Executive Officer (CEO), and it will be dealt with in a sensitive and confidential manner.
Student or customer can use the relevant forms to lodge complaint to the management. The following forms are readily available to students or customers:
- Student Evaluation Form (request from the school);
- Complaint and Feedback Form (available at the front desk and downloadable at the bottom of this website);
- Suggestion boxes placed around the school area (for anonymous feedback and complaints);
- Dedicated feedback and complaints email address (provided in the Student Handbook and academic orientation slides);
- Online Enquiries & Feedback (at www.stanfort.edu.sg Home page or contact page);
The respective staff is supposed to conduct the necessary investigation to establish the circumstance and facts of the case and submit report not later than three (3) working days to the management.
The management will verify the report and ascertain that there are basis to accept or dismiss the complaint or grievance. Within 7 working days the management will offer a solution based on the findings of the investigation conducted to the student for acceptance.
If the solution is accepted no further action will be pursued except filing the proceeding for record. Where necessary, the Chief Executive Office (CEO) will discuss the feedback / complaint with the management team to draw learning points. The respective staff, then, follows up with appropriate actions to improve the school’s operations.
If student refuses to accept the solution offered by the management and requests to review again the decisions, the management will review the case and take into account any new finding to offer alternative solution. Within maximum of 21 working days upon the receipt of student’s grievance, the school will offer the final solution. This is final.
If the Student still refuses to accept the final solution offered by the management, student can refer the complaint/grievance to the SSG Student Services Centre, which will refer the dispute to the Singapore Mediation Centre (SMC) for mediation and, if mediation is unsuccessful, to the Singapore Institute of Arbitrators (SIArb) for arbitration, prior to instituting any legal action /proceedings. Any fee payable to the SMC or SIArb will be borne according to the guidelines set by SSG.
Stanfort Academy’s targets to resolve feedback / complaints = Within 21 working days
All feedback / complaints (including disputes) and the actions taken to resolve them are filed in the Complaint/ Feedback File that also provides information on nature of complaint / grievance and the time taken to resolve. Stanfort Academy uses the feedback/complaints received as one of the inputs for the internal review process. All records of feedback / complaints (including disputes) are archived for a minimum of three (3) years.
- Time taken for acknowledgement/ initial response of the receipt of complaint/ feedback: 3 working days
- Time taken for investigation of matters and reporting back to management: 3 working days
- Management/ Administrative staff notification of resolution to complainant: 7 working days
- Final decision to the complainant if the complainant request for review of the resolution: 7 working days
- Total time taken for the whole process of resolving complaint/ feedback: 21 working days
Types of disputes which can be referred to the SSG Dispute Resolution Scheme (Mediation-Arbitration)
Disputes which can be referred to the SSG Dispute Resolution Scheme (Mediation-Arbitration) include unsatisfactory services provided by PEIs, fee refunds, disciplinary issues and quality of courses and teachers. If students are unsure their complaint is suitable for dispute resolution, the the officers of the SSG Student Services Centre will be able to advise them.
Information on SSG’S Mediation and Arbitration
Students can refer to the SkillsFuture Singapore website https://www.skillsfuture.gov.sg/pei/dispute-resolution
for more detailed information about mediation and arbitration or mediation website http://www.mediation.com.sg/
Students are encouraged to approach the private education institution (PEI) directly to resolve their complaints at the earliest opportunity. If the matter remains unresolved or the student is unsatisfied with the outcome, students may approach the SSG Student Services Centre for assistance.