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Student Complaint Procedure & Process
Ascend Policy on Complaints
Ascend 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. 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 stages 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 stipulated in your PEI-Student Contract.
Student Complaint Procedure
What is a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, however made, about the standard or delivery of service, the actions or lack of action by Ascend, which affects an individual service user or group of users, or a policy we adhere to. We have developed procedures on corrective and prevention action which are integral to managing, and learning from, complaints and customer feedback.
How can complaints be made?
In the first instance a complaint can be made in person, over the phone, in writing, email (firstname.lastname@example.org), fax, complaint form located at front counter. A complainant might also be represented by a third party (for example a friend or relative) who will assist the student in the completion of the complaint process. The student may waive the right to a third party advocate.
The flow chart on the next page describes the sequence of the procedure which has 3 clear stages.
Stage 1 – On receiving the complaint the relevant customer service staff will inform the relevant manager who will schedule a confidential interview with the student within two working days in order to understand the nature of the complaint and how the complaint can be resolved. On meeting with the student/student’s advocate the relevant manager shall ensure the compliant form is completed and acknowledged by both parties as a formal record of the proceedings.
The Manager shall inform the student/advocate regarding the schools response to the complaint in writing within 10 working days from the date the original complaint was lodged. If the written response does not resolve the complaint to the satisfaction of the student, it will be escalated to Stage two.
Stage 2 – the manager refers the complaint to the CEO for investigation. The CEO must respond within 20 working days from the complaint being first submitted. If the student/students advocate is not satisfied with the recommendations of the CEO, the CEO shall inform the complainant of the next stage in the process.
Stage 3 - In the event that the Student and the PEI are unable to resolve a dispute in accordance with the grievance procedure referred to in the first two stages, the following clause in the PEI-Student contract shall be activated by both parties to the dispute as stated in the Ascend PEI-Student Contract on page 11, clause 5.3:
Third Party Mediation:
“In the event that the Student and the PEI are unable to resolve a dispute in accordance with the grievance procedure referred to in Clause 5.2, the Student and the PEI shall refer the dispute to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre for mediation prior to instituting any legal action or proceedings. The Student and the PEI hereby agree to such procedures and to pay such fees as the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) may prescribe from time to time for the purpose of resolving their dispute”.
Trends, lessons learned and identification of root causes analysed and shared with staff in line with Ascend’s Quality policy of continuous improvement.