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Dispute Resolution Policy and Procedure
Students who wish to provide official complaints to the College must adhere to the following procedure:
• Students must approach the Student Services/Admin Department to request and submit a Feedback Form.
Alternatively, students can submit the Feedback Form via email.
• The Student Services/Admin Department must acknowledge the feedback / complaint received, within 3
working days.
• The respective departments will review the feedback / complaint and discuss it with relevant parties.
A formal investigation will be carried out, if necessary.
• Relevant parties will propose a solution for the issue raised and the Student Services/Admin Department
will communicate the solution to the student. This should be done within 7 working days upon receipt of
the Complaint.
• The student should acknowledge within 14 working days whether they accept or is satisfied with the
proposed solution. Should the student accept, the follow up action will be deemed as effective.
• If the student is not satisfied with the proposed solution, they can escalate the issue to the CEO/Director.
The decision of the CEO/Director is final.
• The entire process, including the final outcome, should not take more than 21 working days, unless
otherwise specified.
• If the student is still not satisfied with the outcome / decision, they will be referred to the Singapore
Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).
• Students need to be informed of the reason for the delay, and justification needs to be provided.
Justifications need to be recorded on the Feedback Form under the Outcome Acknowledgement
(If Applicable) – Remarks (if any) section.
If you have any feedback, you may complete the form below and email it to us at ny@nycollege.edu.sg
