+65 63453147 info@inspire-edu.com

Feedback and dispute resolution

Complaint Handling procedure
Step 1 – Complainant to complete the Feedback & Complaint Form and submit to INSPIRE.

Step 2 – INSPIRE administration to respond within 7 working days. If the complaint is unsolved, proceed to step 3.

Step 3 – INSPIRE Management team to review and respond within 21 working days. If the complaint is unsolved, proceed to dispute resolution.
All complaints and grievances cases will be considered closed if the student is no longer a student with the Centre unless the student is away for medical or personal reasons and have informed the Centre in writing in advance.

Dispute Resolution Policy

A dispute is defined as an unresolved disagreement between student/parent/guardian and the Centre on any matter. It must be received through the Feedback and Complaint Form.
Small Claims Tribunal (SCT): www.statecourts.gov.sg
Singapore Mediation Centre (SMC): www.mediation.com.sg
Singapore Institute of Arbitrators (SIArb): www.siarb.org.sg

Dispute Resolution Procedure

1) In the event that the student/parent/guardian has a dispute with the Centre

Step 1 – Complainant to complete and sign the SMC Application Form for dispute resolution services and submit to INSPIRE within 3 working days (Mondays – Fridays excluding public holidays and centre holidays or closure) with payment for dispute resolution. Failing which the matter is closed.

Step 2 – Both parties agree to resolve the dispute by mediation through the Singapore Mediation Centre (SMC).

Step 3 – INSPIRE to submit the form to SMC. If mediation is successful, a settlement agreement will be drawn up by SMC and endorsed by the respective parties.

Step 4 – Should the mediation fail, the case will proceed to arbitration with the Singapore Institute of Arbitrators (SIArb).

Step 5 – Records for the resolution will be kept by INSPIRE

2) In the event of the Centre or staff or associate(s) has a dispute with the student/parent/guardian.

Step 1 – INSPIRE to discuss the matter with the student’s parent/guardian. If the dispute remains unresolved (ie, deemed as unacceptable resolution by INSPIRE), proceed to step 2.

Step 2 – Student and/or parent(s) and/or guardian(s) must sign the completed SMC Application Form for dispute resolution services within 3 working days (Mondays – Fridays excluding public holidays and centre holidays or closure) with payment for dispute resolution. Failing the Centre may proceed to take legal action against the student and/or parent(s)/guardian(s).

Step 3 – Both parties agree to go through the SMC for mediation.

Step 4 – INSPIRE to submit the form to SMC. If mediation is successful, a settlement agreement will be drawn up by SMC and endorsed by the respective parties.

Step 5 – Should the mediation fail, the case will proceed to arbitration with SIArb.

Step 6 – Records for the resolution will be kept by INSPIRE

3) In the event of non-payment by the student/parents/guardians for clear cut fee issues of less than $20,000.

Step 1 – INSPIRE may terminate Student’s the PEI-Student contract with written notice after 7 days of non-payment.

Step 2 –  INSPIRE will file a claim against the student/parents/guardians for outstanding fees owed to INSPIRE with the Small Claims Tribunal (SCT). The student/parents/guardians will be served a notice of consultation with the SCT.

Step 3 – Both parties appear before the Registrar at the SCT consultation.

Step 4 – INSPIRE and student/parents/guardian are to abide by the order of the court.

Step 5 – Records for the resolution will be kept by INSPIRE

Call 63453147