Handling of Feedbacks and Complaints
Trent Global College is dedicated to resolve all disputes in a fair and objective manner and also to provide recourse for the disputes.
- The School accepts both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
- Feedback Forms can be downloaded from the following Link C2-F22-00 Feedback Form.
- Written Email feedback can be sent to the following email address email@example.com.
- The School is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.
- All feedbacks and complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the School and the student must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
- In the event of any appeals for retention, suspension, expulsion and awards, the School’s Dispute Policy and Process shall follow.
- It is the responsibility of the Student Services Department to notify relevant departments of any feedbacks and complaints.
- Students must be kept informed of the status of their feedback / complaints.
- Student Services Department is to respond to respective students within 3 working days of receipt of the feedback / complaint.
- All feedbacks / complaints must be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.
- All feedback and complaints are to be evaluated, and improvements to be made in response to them. Such improvements are to be documented for re-evaluation after its implementation, and the complainant/person giving feedback will be informed.
Alternate Remedies in Dispute Resolution
- In the event that the School and the student cannot come to an agreement or the student does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through CPE Student Services Centre for mediation.
The following procedure should be followed for students seeking dispute resolution.
Student is to approach or email Student Services Administrators for assistance to address his/her feedback first. The Student Services Administrator may, if necessary, arrange a meeting to resolve the matter(s) raised through the feedback with the Centre Manager. An amicable solution is the ultimate objective. Centre Manager will take necessary actions to resolve the dispute within 7 working days.
If the response of the Student Services Administrator in Step 1 is unsatisfactory to the student, student can file the issue formally in written form via letter or email with at least the following information provided by the student. The relevant department will contact the student within 7 working days. The letter or email should include:
1. A brief outline of the dispute and the steps taken to resolve through the Student Services Administrator/ Centre Manager.
2. The facts and evidences to support the case.
Trent Global College will initiate investigations and resolution actions internally, wherever applicable, to resolve and close the case with the student within the 21 working days. A formal response will be made to the student via email.
In the event that the student and Trent Global College are unable to resolve the issue, external mediation parties shall be sought. Either the student and/or Trent Global College should first refer the dispute to the Singapore Mediation Centre (SMC) through the CPE’s Student Services Centre (SSC) (http://www.cpe.gov.sg/general/contact-info) prior to any other further actions.