At the College of Allied Educators (CAE), we are committed to resolving all student disputes and grievances fairly, transparently, and in a timely manner.
This policy applies to all CAE-awarded courses. Students enrolled in university-conferred awards (e.g. York St John University) are subject to the respective university’s dispute resolution policies.
Step 1: Informal Resolution
- First point of contact: Speak directly with the staff member involved.
- Support available: Our Admissions Consultants can guide you or help arrange a discussion.
- Resolution timeline: within 7 working days.
Step 2: Formal Submission
If the matter is not resolved informally:
- Submit a written statement to the College Director or Academic Director (if academic in nature).
- Email: feedback@icae.edu.sg
- Include:
- Description of the issue and supporting evidence
- Resolution you are seeking
- Any past attempts to resolve the matter
- Deadline: within 2 weeks of the incident (extensions may be granted for valid reasons).
Step 3: Investigation & Resolution
- A formal investigation will begin once your statement is received.
- The QA Manager will acknowledge receipt within 3 working days.
- The investigation follows a structured process (fact-finding, analysis, resolution proposal).
- For academic matters, the Academic & Examination Board (AEB) may be consulted.
- Target resolution timeline: within 14 working days.
Step 4: Last Resort – External Mediation
If you are not satisfied with the outcome, CAE will guide you to refer the case to:
- Singapore Mediation Centre (SMC)
- Singapore Institute of Arbitrators (SIArb)
These external bodies provide impartial dispute resolution under the Private Education (Dispute Resolution Schemes) Regulations 2016.
Key Principles
- Fairness & transparency – All parties are heard and treated equally.
- Confidentiality – All proceedings remain confidential.
- Documentation – Outcomes are recorded and monitored to prevent recurrence.
Important for York St John University (YSJ) Programmes
For students who are enrolled in a YSJ-awarded programme, the university’s policies take precedence over CAE’s process below. Please refer to:
- YSJ Student Complaints Policy
- YSJ Student Behaviour and Disciplinary Policy
- YSJ Dignity and Respect Policy
- Office of the Independent Adjudicator (OIA) website
(The Admissions team will provide the current links. If you are unsure, contact us at feedback@icae.edu.sg.)
CAE will assist you to navigate the correct route and timelines if you are on a YSJ programme.
Related Information
- University-partner programmes: Where a university confers the award (e.g., YSJ), the university’s dispute procedures take precedence over CAE’s process above. Contact the Admissions team or feedback@icae.edu.sg for the right route.
- Full policy: For the complete procedure and internal timelines, download the Full Dispute & Grievance Resolution Policy (POM version).
DC – 213 – Dispute and Grievance Resolution (Website) – v1.0 – 17 September 2025