DISPUTES RESOLUTION POLICY

DISPUTES RESOLUTION POLICY

1. For disputes, Eversafe Academy’s Student Dispute Resolution Policy is to reach out to the stakeholder with a fair and an amicable solution (eg: a solution is found to address the grievance that is fair and acceptable by the stakeholders involved) 
2. The Stakeholder can reach any staff from Eversafe Academy to submit his dispute which will be forwarded to the Guidance and Counseling Team for future investigation. 
3. The Senior Manager – SSS (Guidance & Counseling) will investigate to establish the facts of the Feedback.  Senior Manager – SSS (Guidance & Counseling) gives an acknowledgement or initial response to the aggrieved party within 3 working days. The Senior Manager – SSS (Guidance & Counseling) completes the necessary investigation and after discussing it with the Assistant General Manager – SSS, offers a solution within 7 working days. 
4. If the stakeholder accepts the solution, no further action will be pursued after implementing the solution, except to record and file the grievance and solution and SOP-10-F-03: Stakeholders satisfaction survey on feedback/ appeal/ request/ refund re-online form will be collected from the stakeholder to measure the satisfaction of the service provided (addressing feedback/ appeal/ request). 
5. A report will be generated using the online link SOP-10-F-04: Report on Learners satisfaction survey on feedback/ appeal/ request/ refunds and Senior Manager – SSS (Guidance & Counseling) will present the report during the Management Review Meeting which is conducted every quarter. 
6. 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 working days and complainants are kept informed of the status. 
7. If the student still refuses to accept the second solution and before the maximum of 21 days, Eversafe Academy will propose that the matter be resolved through the SSG Student Services Centre, using the Dispute Resolution Scheme of the Committee for Private Education, which is described on the SSG website. This Dispute resolution scheme may, where appropriate, involve the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) as the Mediation centres.