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 College accepts both written (emails letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
- Feedback Form can be downloaded from the following link
- Written email feedback can be sent to the following email address firstname.lastname@example.org
- The College 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 College’s Dispute Policy and Process shall follow.
- It is the responsibility of the Programme and Operations Department to notify relevant departments of any feedbacks and complaints.
- Students must be kept informed of the status of their feedback / complaints.
- Programme and Operations 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 College and the student cannot come to an agreement or the student does not accept the final decision made by the College’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) for mediation.
The following procedure should be followed for students seeking dispute resolution.
Students to approach the Programme Executive to request for a Feedback Form. Alternatively, students can fill up the Feedback Form and send it via email or via online link to the College.
The Programme Executive is to acknowledge the feedback / complaint received. This should be done within 3 working days. The Programme and Operations Department will review the feedback / complaint and discuss it with the relevant parties raised. A formal investigation will be carried out if necessary.
Relevant parties will then propose a solution for the issue raised and the Programme and Operations Department will explain it clearly to the student. This should be done within 14 working days upon receipt of the Complaint. The student should acknowledge the situation within 7 working days, whether he/she accepts or is satisfied with the proposed solution.
If the student is not satisfied with the proposed solution, he/she can escalate the matter up to the General Manager (for non-academic issues) or the Academic Director (for academic issues). The respective person will investigate the case and take necessary actions to resolve it.
The entire process should not take more than 21 working days unless otherwise specified. Students need to be informed of the reason as to why it is so and justification needs to be provided by the College. Justifications need to be recorded on the Feedback Form under the Remarks section.
In the event that the student and Trent Global College are unable to resolve the issue, external mediation parties shall be sought. The student will be referred to the Singapore Mediation Centre (SMC) or the Singapore Institute of Arbitrators (SIArb)