Dispute Resolution

Addison Institute is committed to providing prompt and efficient channels for students to seek resolution for any feedback, dispute or grievance.

A student’s feedback may result in dispute or grievance from any aspect of their educational experience at Addison Institute with their classmates, lecturers, tutors or service staff.  Feedback may also concern policies and processes.

Where Addison Institute policies and procedures exist in relation to student discipline or academic matters such as appeals against results, expulsion, suspension etc; then these will take precedence over the dispute and grievance process.

Addison Institute has a 3-step process to assist student in seeking resolution in the event of dispute and grievance. These steps are to assist students to ensure resolution with minimum delay, inconvenience and in fairness to the student.

STEP 1

Student shall first approach the Programme Administrator (PA) to give his or her feedback. He or she can do this in person, via email or complete the “Feedback on Customer Service” form available at the Front Service counter and www.addison.edu.sg. All feedback will be acknowledged by the Programme Administrator within 2 working days. The Centre Manager / Academic HOD will validate your feedback with relevant department personnel and respond within the next 10 working days.

In the case of complaints, dispute or grievances, the Centre Manager / Academic HOD shall notify you on the status of investigation and provide you with a resolution (where possible) within 10 working days from date of receipt of the feedback.

If the Centre Manager / Academic HOD cannot solve the issue, the issue will be brought up to the respective VPs, VPs will attempt to resolve within 5 working days.

STEP 2

In the event that the resolution rendered is unsatisfactory, you may opt to appeal on the dispute or grievance to the Quality Assurance (QA) Department. Depending on the nature of the dispute or grievance, i.e., Academic or Non-Academic related, the QA Department will submit the case to the GM for further deliberation. A final resolution shall be notified to you within 4 working days from the date of appeal.  Addison Institute will endeavor to address and resolve any dispute or grievance in an amicable and timely manner within the school.

STEP 3

In the event that the student and Addison Institute are unable to resolve the dispute or grievance amicably, either party may approach CPE’s Student Services Centre (SSC) for help. (https://www.ssg.gov.sg/cpe/student-services/student-resources.html)

CPE Student Services Centre is located at:
1 Marina Boulevard
#18-01 One Marina Boulevard
Singapore 018989

Tel: 65 6512 1140
Email: CPE_CONTACT@cpe.gov.sg

The officers at SSC will review the issues and may refer the dispute to CPE Mediation –Arbitration Scheme. If the dispute is not resolved through mediation at the Singapore Mediation Centre, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators.