Dispute and Grievance Resolution Policy
In the event of a dispute, the College of Allied Educators Singapore (CAE) is committed to achieving a fair and amicable resolution, ensuring that both the claimant and CAE reach an outcome that addresses the grievance in a mutually acceptable and equitable manner.
The dispute resolution policy and procedures are in accordance with the Private Education (Dispute Resolution Schemes) Regulations 2016.
Step 1: Contact CAE
Students should initially attempt to resolve the grievance informally by discussing the issue directly with the individual responsible (the respondent). If students are unsure about how to proceed, they may seek guidance from the Admissions Consultants, who can help. Upon request from either party, the Admissions Consultants can also arrange and attend the meeting to facilitate the discussion. In most cases, grievances can be effectively resolved through this informal process. The resolution timeline for this stage is seven (7) working days.
Step 2: Formal Submission
If the grievance is not resolved through informal discussions, the student may submit a written statement detailing the grievance to the College Director or Academic Director if the matter is academic in nature.
The written statement should include:
a) A description of the facts and supporting evidence related to the alleged issue
b) The specific resolution or redress sought by the student
c) A brief history of any previous attempts to resolve the grievance
The grievance statement must be submitted to the College Director or Academic Director at feedback@icae.edu.sg within two weeks of the incident. This deadline may be extended if there are valid reasons.
Step 3: Investigation and Resolution
Upon receiving the grievance statement, the College Director or Academic Director will initiate an investigation, involving the Quality Assurance (QA) Manager as part of the investigation team. The QA Manager will acknowledge receipt of the grievance statement to the student with an initial response within three (3) working days.
A structured framework is used to investigate the dispute and work toward a resolution, with a target timeline of fourteen (14) working days. The process includes the following five key steps:
(a) Clarify the Issue
Gather Facts: Understand the nature of the dispute by collecting relevant information from all parties involved.
Identify Key Stakeholders: Determine who is affected or has a stake in the issue.
Define the Core Problem: Break down the problem into specific, actionable components.
(b) Collect Information
Interview the Parties: Obtain perspectives from all parties involved in the dispute.
Review Documents/Records: Collect supporting evidence, such as contracts, emails, or any other relevant documentation.
Establish a Timeline: Create a clear sequence of events to understand how the dispute developed.
(c) Analyse the Findings
Assess Each Side’s Position: Objectively evaluate the claims and evidence presented by both parties.
Identify the Root Cause: Pinpoint the primary reason or trigger for the dispute.
Review Applicable Policies / Rules: Ensure that relevant laws, policies, or agreements are correctly interpreted and applied.
Involvement of the Academic and Examination Board (AEB): For disputes related to academic matters, particularly issues of academic integrity, the findings must be reviewed and discussed with the AEB. The board’s input is essential for ensuring a fair and thorough resolution in accordance with academic standards and policies.
(d) Propose a Resolution
Develop Possible Solutions: Suggest fair and practical solutions that consider the interests of both parties.
Present Findings and Options: Share the analysis and proposed solutions with the involved parties.
Negotiate if Necessary: Facilitate negotiations to reach a compromise if an immediate agreement is not achieved.
(e) Implement and Follow-Up
Agree on the Resolution: Ensure all parties understand and agree to the resolution and their responsibilities.
Document the Agreement: Keep a written record of the resolution for future reference.
Monitor Implementation: Follow up to ensure the resolution is being executed and that the issue does not reoccur.
Step 4: Last Resort
If the student accepts the proposed solution, the dispute will be considered resolved, and the details of the grievance and its resolution will be documented and filed.
If the student rejects the proposed solution after negotiations, CAE will advise the student to refer the dispute to the Singapore Mediation Centre (SMC) and the Singapore Institute of Arbitrators (SIArb) for further resolution.
As a registered private education institution with SkillsFuture Singapore (SSG), CAE participates in the dispute resolution schemes and adheres to the terms and conditions outlined in the Third Schedule of the Private Education (Dispute Resolution Schemes) Regulations 2016.