Stansfield College is committed to providing prompt and efficient channels for students to seek resolution for their dispute and grievance.
A student dispute or grievance may arise from any aspect of their educational experience at Stansfield which they believe to be unfair, unjust or unreasonable. This would include unsatisfactory services (e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates).
Where the College or its partner universities policies and procedures exist in relation to student discipline and academic matters (e.g. appeals against results, expulsion, and suspension) then these will take precedence over the dispute and grievance process.
Stansfield has a 4-step process to assist in the resolution of student dispute and grievance. These steps have been put in place to ensure resolution with minimum delay and inconvenience to the student. A student who is seeking dispute or grievance resolution should follow the steps outlined below. Each step should be completed before going to the next step.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or the standard of service provided by us or on our behalf.
What can I complain about?
You can make a complaint about:
- The quality and standard of any service we provide
- Our failure to provide a service
- The quality of our facilities or learning resources
- The unfair treatment or inappropriate behaviour by a student or staff member
- The failure of the College to follow an appropriate administrative process
- Dissatisfaction with the College policy
Your complaint may involve one or more aspect of the above or more than one department.
What can’t I complain about?
There are some things we cannot deal with through our appeals and complaints procedure. These include:
- A routine, first-time request for a service (you should contact the Admission Office).
- A request which comes under the Data Protection Act
- An appeal against academic judgment on assessment or admission
- Examination results – in line with our Course Regulations, the College will not consider complaints against examination results made on academic grounds against the decision of the Academic and Examinations Board
- An issue which is being, or has been, considered by relevant regulatory bodies CPE), a court or tribunal
- An attempt to have a complaint reconsidered where we have already given our final decision following an investigation
- Disciplinary processes or academic offence
- Policies and procedures of the University or any of Stansfield’s partner University. Such complaints must be directed to the respective body
We will not normally treat information received through routine feedback mechanisms – such as responses to questionnaires or surveys – as formal complaints.
How do I complain?
You should raise your complaint through the Admissions Office via the Stansfield Student Portal-Student Requests, under feedback. It is easier for us to resolve complaints if you raise them immediately. When complaining please tell us:
- as much as you can about the complaint
- what has gone wrong
- how you would like us to resolve the matter
- provide evidence relevant to your complaint
Step 1- Frontline Resolution
We aim to resolve complaints quickly and would refer the issue to the relevant department in the first instance which provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. Significant effort will be placed in seeking a solution within the department. If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Step 2 of the complaints procedure.
Step 2 – Complaint’s Investigation
Step 2 deals with complaints that have not been resolved at Step 1 and those that are complex and require detailed investigation.
You should submit your feedback/complaint along with any supporting evidence appropriate to your complaint through the Stansfield Student Request Portal. The Student Services Manager will investigate your dispute or grievance and provide you a resolution within 7 working days from date of receipt. Significant effort will be placed in seeking a resolution at this operational level.
When making a complaint at Stage Two of the complaint procedure we will:
- acknowledge receipt of your complaint within three working days
- give you a full response to the complaint as soon as possible and within 7 working days
- If our investigation will take longer than 7 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
Step 3 – Complaint’s Resolution Panel
In the event that the resolution rendered is unsatisfactory, you may escalate the dispute or grievance to the Principal’s Office.
Step 3 will deal with a complaint that you feel has not been resolved at Step 2 of the complaint procedure, either because there is evidence which could not have reasonably been made available at Step 2 and/or because our policies and procedures were not followed by our staff in the handling of your original complaint. Complaints under Step 3 should be submitted via email to the Principal’s Office sent to email@example.com. Only in very exceptional circumstances will the Principal’s Office consider a complaint which has not been through Steps 1 and 2 of the complaint procedure.
The Principal may appoint a panel (where required) to investigate your dispute or grievance. The Panel will investigate the dispute or grievance from an independent perspective and work with Stansfield’s senior management to offer a resolution within 14 working days from the date of appeal.
When making a complaint at Step 3 of the complaint procedure we will:
- Acknowledge receipt of your complaint within three working days
- Decide if the complaint meets our criteria for convening the Complaints Resolution Panel
- If appropriate, convene a meeting of the Complaints Resolution panel, consisting of a Chair, a Secretary, an ad hoc member from the College unrelated to the complaint (but with experience and knowledge of the complaint area)
- Meet within 14 working days (excluding College’s term breaks) of our acceptance of the complaint at Step 3
- Give you a full response of the decision within 14 working days of the meeting of the Complaints Resolution Panel
- If the panel will take longer than the agreed timescales, we will tell you. We will agree revised time limits with you and keep you updated on progress
|Cenobia Majella (Principal)|
|+65 6348 0000|
Step 4 – What if I’m still dissatisfied?
If feasible, all disputes and grievances should be resolved between the College and student first. If a mutually amicable resolution cannot be found, either party may approach CPE’s Student Services Centre (SSC) for help. The officers at SSC will review the issues and may refer the dispute to CPE Mediation Arbitration Scheme. If the dispute is not resolved through mediation at Singapore Mediation Centre, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators. Please visit the CPE website for more information on the CPE dispute resolution procedures including information on the CPE Mediation Arbitration Scheme.
|CPE Student Services Centre|
|1 Orchard Road, YMCA Building, #01-01, Singapore 238824|
|+65 6592 2108|