Ascend Policies & Procedures for Student Complaints

Ascend, in line with Case Trust and Edu Trust requirements, has a clear complaint process for students to follow if they become dissatisfied with a school procedure, the performance of a school employee, or if the student has a grade complaint. If you wish to make a complaint a copy of the student complaint form is available at the front desk from the Student Service Officer.

We regard complaints as an effective improvement mechanism as they provide us with direct feedback on our areas of deficiency. Ascend has a comprehensive system of managing customer complaints. There are three steps in addressing student complaints. The first two steps are internal to the school and the final step involves bringing the issue to the attention of an external third party as stated in your student contract on page 11, clause 5.3:

Student Complaint Procedures

Definition and Purpose:

A complaint is any expression of dissatisfaction with the performance of an Ascend employee or policy or procedure. This regulation sets out the processes for various types of student complaints.

Students are advised to consult with the Student Service Officer for advice in proceeding with these complaint procedures. The Student Service Officer shall also inform the student that a person that the student chooses may act as an advocate who will assist the student in the completion of the complaint process. The student may waive the right to an advocate.

1. Time Limits on Filing a Complaint

1. The student must file a complaint within two weeks after the action that gives rise to the complaint. The Centre Manager may suspend this rule under exceptional circumstances such as extended illness, holiday leave or absence of one or both parties to the complaint. 
2. When either party of the complaint is no longer in attendance at the school and the school does not expect the student to return, the Centre Manager shall give reasonable opportunity to complete appeal procedures or reply to the charges before making a decision.

2. General Complaints

Step 1:

1. The student is encouraged to consult first either verbally or in writing with the staff member concerned before initiating a complaint.
2. If the student determines that the complaint may be resolved more appropriately without the employee concerned being involved, the student may contact the Student Services Officer. Complaints can be lodged with the Student Service Officer in either written or verbal form. The Student Service Officer will schedule a confidential interview with the student within three working days in order to understand the nature of their complaint and how the complaint can be resolved.
3. If the complaint presented to the Student Service Officer has not been resolved, the student may bring the complaint to the Centre Manger who shall discuss the concern(s) of the student and the options available to resolve the concern(s).
4. If the student should elect to proceed with a formal complaint, the student shall outline in writing the complaint, identifying dates and persons involved as accurately as possible and submit the written complaint to the Centre Manager.

Step 2:

1. When the student's written complaint has been received by the Centre Manager, the complaint shall be forwarded to the appropriate parties and the employee concerned for a written response within five days. The Centre Manager shall keep all written statements, transcripts and minutes associated with the complaint as a record of the proceedings.
2. The Centre Manager shall inform the student regarding the nature of the written response of the parties. If the written response does not resolve the complaint to the satisfaction of the student, the Centre Manager may convene a conference of all the parties within five days.
3. As a result of the conference, the Centre Manager shall issue a recommendation to the Chief Executive Officer for resolution of the complaint.
4. The recommendation of the Centre Manager will be reviewed by the Chief Executive Officer who may amend, modify, reverse or accept the recommendation and who shall then implement the resolution and advise the affected parties. The decision of the Chief Executive Officer shall be final.

Step 3:

Appeals or formal hearings based on the decision of the Chief Executive Officer should be taken to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Service Centre (see contact details under useful contacts) where the parties should make every reasonable effort to resolve the matter to their mutual satisfaction prior to instituting any legal action or proceedings.

Complaints Regarding Discrimination

Formal (in writing) complaints regarding alleged discrimination based on race, ethnicity, gender, age, sexual orientation, marital status and/or sexual or racial harassment should be presented to the Student Service Officer. Informal complaints based on alleged discrimination may be presented to any Ascend employee. With informal complaints, the employee receiving the complaint must contact the Centre Manager within two days of receipt of the complaint so that an investigation process can be started in accordance with the appropriate school policies.