Student Dispute Resolution and Feedback Mechanism

The Feedback/Complaints/Grievance procedure is communicated to students in the Student Handbook and Informatics website. This information is also communicated to students during pre-admission counseling.  Students are encouraged to approach Informatics and the relevant staff in the following sequence to address and/or resolve their complaints/grievances:

A. General Provisions

An aggrieved student must represent oneself at all steps of the grievance procedure.  Other person(s) may be selected by the aggrieved student to assist at each step of the procedure at the aggrieved student’s discretion, provided that the selected person(s) agrees to help.  Meetings held at each step of the grievance procedure shall, wherever possible, take place during regular working hours.  When circumstances require meetings outside regular working hours, they shall be mutually agreed upon.  Failure of the School to reply to the student’s grievance, within the time limits specified, grants the student the opportunity to take the grievance to the next step.  If student fails to appeal from one step to the next step within the time limits specified, the grievance shall be considered settled on the basis of the School’s last decision, and the grievance will not be subject to further appeal or consideration.

At any step in the grievance procedure, if either party (the student or the School) believes that an extension of the time limit for action is required, the party may request for an extension of the time limit, and it shall be mutually agreed

B. Grievance Process

Step 1

Any student who believes that he or she has a feedback/complaint/grievance shall first take up the matter with the Student Services Department.  The Student Services Officer, if necessary, shall arrange a meeting to resolve the matter(s) raised with the Student Services Senior Officer and/or relevant parties, if applicable.

Step 2

If the response of the Student Services Senior Officer in Step 1 is unsatisfactory to the student, the student can file the issue formally by submitting a Customer IGC Feedback Form or sending an email through email to studentservices.igc@Informaticseducation.com.

Complaints of an anonymous nature, no replies from the complainant, or unwillingness from the complainant to provide further supporting information to substantiate the complaint after three (3) working days will not be entertained.

Step 3

IGC will initiate the Feedback/Complaints/Grievance process internally which includes the relevant investigations and resolution actions, where applicable, to resolve and close the case with the student within 21 days.  The student will be notified on the outcome.

Step 4

In the event where the student and IGC are unable to resolve the issue, external mediation parties shall be sought. Either IGC or the student shall first refer the dispute to the Singapore Mediation Centre (SMC) through the Committee for Private Education (CPE) Student Services Centre. Depending on the nature of the complaint, CPE may refer the matter to Singapore Mediation Centre (SMC) and Singapore Institute of Arbitrators (SIArb) for mediation and arbitration as deemed appropriate. Information about the Dispute Resolution Scheme is available on the CPE website at URL : https://www.cpe.gov.sg/student-services/dispute-resolution

 

                                                                                Dispute-Resolution_IGC-161014