Trent Global

Dispute Resolution

Trent Global College Policy Statement

 Policy Statements
Handling of Feedbacks and Complaints
Trent Global College is dedicated to resolve all disputes in a fair and objective manner and also to provide recourse for the disputes.

Dispute Resolution Policy and Procedure

Dispute Resolution Policy

For the purpose of the College’s Dispute Resolution Policy and procedures, it will cover any students’ official complaints that the College receives from any channels and should be communicated to students and aligned with the Private Education Regulations.

  • For the purpose of the College’s Dispute Resolution Policy and procedures, it will cover any students’ official complaints that the College receives from any channels and should be communicated to students and aligned with the Private Education Regulations.
  • All complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the College and the complainant must be annexed as evidence. This is to ensure that all staff handling the case are kept aware of the progress / outcomes.
  • In the event of any appeals for retention, suspension, expulsion and awards, the College’s Dispute Policy and Process shall follow.
  • Student Services Department/Academic Department is to respond to respective students within 3 working days of receipt of any complaints received. This is to ensure that students are aware that the College is aware of the Complaint received and is in the process of handling it.
  • All feedback / complaints must be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.
  • In the event that the College and the student cannot come to an agreement, or the student does not accept the final decision made by the College’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

Dispute Resolution Procedure

Students who wish to provide any official complaints to the College should adhere to the following procedure:

  • Students are to approach the Student Services Department/Academic Department to request for a Feedback Form. Alternatively, students can fill up the Feedback Form and send it via email.
  • The Student Services Department/Academic Department is to acknowledge the feedback / complaint received. This should be done within 3 working days.
  • Student Services Department/Academic Department will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.
  • Relevant parties will then propose a solution for the issue raised and the Student Services Department/Academic Department will explain it clearly to the student. This should be done within 14 working days upon receipt of the Complaint.
  • The student should acknowledge the situation within 7 working days, whether he/she accepts or is satisfied with the proposed solution.
  • If the student is not satisfied with the proposed solution, he/she can escalate the matter up to the General Manager (for non-academic issues) or the Academic Head (for academic issues). The respective person will investigate the case and take necessary actions to resolve it.
  • The entire process should not take more than 21 working days unless otherwise specified. Students need to be informed of the reason as to why it is so and justification needs to be provided by the College. Justifications need to be recorded on the Feedback Form under the Remarks section.
  • If unfortunately, the student is still not satisfied with the outcome / decision, he/she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).