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Dispute Resolution Policy

Policy Statement

  • DIMENSIONS has a documented close-loop feedback and complaint management system in place to gather and address all feedback / complaints received (either from the public, staff or students).
  • A Student dispute may arise from any aspect of a student’s educational experience at DIMENSIONS which they believe to be unfair, unjust or unreasonable. Where collaboration partner or DIMENSIONS procedure exist for dealing with students’ academic matters (e.g. appeal against results), then these will take precedence over the Dispute Resolution Procedure.
  • We treat all grievances, disputes and appeals as our important feedback. We have staff specially assigned to manage students’ welfare, including the handling of their grievances and complaints according to our procedures. We are committed to resolving any feedback / complaint received within 21 working days. If the complaint is not resolved amicably within the stipulated period, it will be channelled to Singapore Mediation Centre (SMC), Singapore Institute of Arbitrators (SIArb) or the Small Claims Tribunal for mediation.

 

Dispute Resolution Procedure

Here are the steps to be undertaken if you would like to reach a dispute resolution:

Step 1:

You can submit your feedback and complaints formally via complaint forms; which will be directed to the Head of Customer Support Services (HODCSS). The HODCSS will analyse all feedback received and provide a solution with appropriate action within 24 hours.

Step 2:

If the solution rendered was satisfactory, the HODCSS will file a record for management review on continual improvement. In the event that solution rendered is unsatisfactory, the matter will be raised and re-reviewed by the HODCSS and Management Team. A proposal with the appropriate action will be given within 21 working days.

Step 3:

If the dispute is unresolved, either party may channel their concerns to Singapore Mediation Centre (SMC), Singapore Institute of Arbitrators (SIArb) or the Small Claims Tribunal for mediation.

Click here to download Feedback & Complaint Form