Grievance Policy

Student Grievance Procedure

Step 1: Any students who believe that he / she has a grievance shall take up the matter by submitting a Feedback / Complaint Form or a written email to any our student support officer within five (5) working days of its occurrence.

Step 2: The principal of the academy shall assign an investigating staff to respond to the student’s grievance within five (5) working days. The investigating staff shall provide an opportunity for full discussion of the grievance with the aggrieved student.

Step 3: Investigating staff will report status of complaint and investigation to Principal. Thereafter, the Principal will meet up with the student to inform the outcome of the investigation and to discuss on the solutions. This process shall be completed within fourteen (14) working days.

Step 4: If the response of the principal in STEP 3 is unsatisfactory and the parties are unable to informally resolve the dispute / issue through mediation, the case may be referred to CPE for further action.

Verbal Feedback

All students are encouraged to make verbal feedback as well to any member of the administrative staff or teaching staff. They will in turn, help to fill in the Feedback/Complaint Form on your behalf, following which it will be carried out in the similar fashion as the above mentioned procedure. In this instance, students can choose whether to remain anonymous or given consent for revealing their identity on the form. Students however, are strongly encouraged to make a written notice for issues that they feel are of more pressing concerns.

Investigation Procedures

Step 1: Clarification of incident/events/issues that led to the problem.

Step 2: Verification process that includes interview with eyewitnesses.

Step 3: Identify the nature and cause of the complaint.

Step 4: Immediate corrective actions to take place if complaint is found to be due to non-performance of service standards by the academy.

Flowchart of Grievances and complaints procedure