Feedback, Complaints and Grievances

CIS aims to provide a high standard and quality of service in respect to its programmes of study, services and facilities. As part of its commitment to enhancing student/parent/external parties’ experiences, this procedure has been established to deal with complaints from students, parents and the general public. Obviously there are many forms of feedback in a school environment and we embrace the open door policy and school culture that has always been typical at CIS.

CIS recognises that complaints may provide useful feedback which, where appropriate, will be used to improve its services and facilities. In addition, we look upon feedback as a learning opportunity in keeping with our commitment to continuous self-improvement.

For feedback/complaints and or grievances, we have implemented a formal Feedback and Grievance Procedure. Official feedback, complaints and/or formal grievances can be submitted to feedback@cis.edu.sg or via the online feedback form.

Procedure to Lodge Feedback/Complaints

1. Students/Parents who have feedback or a complaint should raise the issue as soon as possible.
2. Feedback and complaints can be provided via the following methods;
   1. Via email to the respective staff member.
   2. By completing and submitting the Customer Feedback Form via suggestion box. (Suggestion boxes are in the Main Office of each campus.)
   3. Via email to feedback@cis.edu.sg.
   4. Via the online feedback form.
   5. By speaking to any of our staff.
3. All feedback/complaints will be dealt with in confidence.

Acknowledgement and Response

The School will provide a written or verbal acknowledgement within two (2) working days of receipt of the feedback/complaint.

The School will respond with:

1. Specific action/information to resolve the matter.
2. Dismissal of the complaint in which case reasons will be given to the Student in writing.

The School aims to resolve all complaints/grievances within twenty-one (21) working days.

All feedback, general complaints and grievances will be recorded and filed for internal review purposes.

Important Note: The Feedback and Complaints Procedure does not cover the Appeal of Academic Grades, for which a separate procedure exists.

Dispute Resolution

CIS is a participant of the council for Private Education Mediation-Arbitration Scheme (the “Scheme”). Under the Scheme, parties to a dispute will first be referred for mediation at the Singapore Mediation Centre,and if the dispute is not resolved through mediation, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators. The Prescribed Dispute Resolution Centres are the Singapore Mediation Centre and the Singapore Institute of Arbitrators.

Procedure for referring a case to external mediation body (for Students)
 

1. Students may wish to initiate a case to external mediating body if they are not satisfied with the outcome /actions taken.
2. Student may visit the CPE Student Support Centre (SSC).
3. Student will be required to fill up an application form, stating the nature of your dispute. 
4. The application form will then be sent to SMC, who will contact you and the school within 7 working days for an appropriate date to hold the mediation session.
5. Before the day of mediation, the parties involved will exchange through the SMC a concise summary of the case, as well as copies of relevant documents referred to in the summary that the parties wish to rely on during mediation.
6. At the end of Day 1 of mediation, if the parties are able to arrive at an agreement, the mediator will draw up a settlement agreement and close the case.
7. However if there is no settlement, you can decide if you wish to proceed to the arbitration stage, which is a paper-based review of the dispute.
8. The arbitrator may call for a hearing if he deems it to be necessary.
9. You will be required to submit a request to SIArb to commence arbitration, and within 14 working days of receiving the request, the PEI will submit to SIArb their defence.
10. You have another 14 working days to submit your reply to SIArb upon receiving the PEI’s defence. For a documents-only arbitration, the arbitrator will publish his arbitral award within 60 days from the commencement of the arbitration, while if a hearing was held, the arbitrator will publish his award within 90 days from the commencement of the arbitration.