GRIEVANCE POLICY & PROCEDURE

Stansfield Law School is committed to providing prompt and efficient channels for students to seek resolution to their disputes and grievances.

A student dispute or grievance may arise from any aspect of their educational experience at Stansfield Law School (“the School”) which they believe to be unfair, unjust or unreasonable. This includes unsatisfactory services (e.g. poor teaching quality, changes to the curriculum and delays in awarding certificates).

Where the School’s policies and procedures exist in relation to student discipline and academic matters (e.g. appeals against results, expulsion and suspension) then these will take precedence over the dispute and grievance process.

The School has a 4-step process to assist in the resolution of student dispute and grievance. These steps have been put in place to ensure resolution with minimum delay and inconvenience to the student. A student who is seeking a dispute or grievance resolution should follow the steps outlined below. Each step should be completed before moving on to the next step.

WHAT IS A COMPLAINT?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or the standard of service provided by us.

WHAT CAN I COMPLAIN ABOUT?

You can make a complaint about:

  • The quality and standard of service we provide
  • Our failure to provide a service
  • The quality of our facilities or learning resources
  • The unfair treatment or inappropriate behaviour by a student or staff member
  • The failure of the School to follow an appropriate administrative process
  • Dissatisfaction with the School policy

Your complaint may involve more than one aspect of the above.

WHAT CAN'T I COMPLAIN ABOUT?

There are some things we cannot deal with through our appeals and complaints procedure. These include:

  • A first-time request for a service
  • A request which falls under, and could potentially infringe, the Personal Data Protection Act
  • An appeal against academic judgment on assessment or admission
  • Examination results- the School will not consider complaints against academic results
  • An issue which is being, or has been, considered by relevant regulatory bodies (CPE), a court, or tribunal
  • An attempt to have a complaint reconsidered where we have already given our final decision following an investigation
  • Disciplinary process or academic offence

We will not normally treat information received through routine feedback mechanisms such as responses to questionnaires or surveys as formal complaints.

HOW DO I COMPLAIN?

You should raise your complaint through the Stansfield Student Portal > Student Requests > Feedback. It is easier for us to resolve complaints if you raise them immediately. When complaining please tell us:

  • As much information as you can about the issues you are facing
  • What has gone wrong
  • How you would like for us to resolve the matter
  • Provide evidence relevant to your complaint

STEP 1- FRONTLINE RESOLUTION

We aim to resolve complaints quickly and will refer to the relevant department which provided the service in the first instance. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action can be taken to resolve the problem. Significant effort will be placed in seeking a solution within the department. If you are not satisfied with the response we provide at this stage, we will advise you on your next step. If you so choose, you may then take your complaint to Step 2 of the complaint procedure.

STEP 2- COMPLAINT'S INVESTIGATION

Step 2 deals with complaints that were not able to be resolved at Step 1 and those that are complex and require detailed investigation.

You should submit your feedback/complaint along with any supporting evidence appropriate to your complaint through the Stansfield Student Portal. The Student Services Manager will investigate your dispute or grievance and provide you with a resolution within 7 working days from the date of receipt. Significant effort will be placed in seeking a resolution at this operational level.

When making a complaint at Stage 2 of the complaint procedure we will:

  1. Acknowledge receipt of your complaint
  2. Give you a full response to the complaint within 7 working days
  3. If our investigation will take longer than 7 working days, we will inform you. We will agree on a revised date with you and keep you up to date on the progress.

STEP 3- COMPLAINT'S RESOLUTION PANEL

In the event that the resolution is rendered unsatisfactory, you may escalate the dispute or grievance to the Principal’s Office.

Step 3 will deal with a complaint that you feel has not been resolved at Step 2 of the complaint procedure either because there is evidence which could not have reasonably been made available at Step 2 and/or because our policies and procedures were not followed by our staff in the handling of your original complaint. Complaints under Step 3 should be submitted via email to the Principal’s Office at feedback@stansfield.edu.sg. Only in very exceptional circumstances will the Principal’s Office consider a complaint which has not been through Steps 1 and 2 of the complaint procedure.

The Principal may appoint a panel (where required) to investigate your dispute or grievance. The Panel will carry out an investigation from an independent perspective and work with the School’s senior management to offer a resolution within 14 working days from the date of appeal.

When making a complaint at Step 3 of the complaint procedure we will:

  1. Acknowledge receipt of your complaint within 3 working days
  2. Decide if the complaint meets our criteria for convening a Complaint’s Resolution Panel
  3. If appropriate, convene a meeting of the Complaint’s Resolution Panel consisting of a Chair, a Secretary, an ad hoc member of the School unrelated to the complaint (but with experience and knowledge of the complaint area)
  4. Meet within 14 working days (excluding the School’s term breaks) of our acceptance of the complaint
  5. Give you a full response of the decision within 14 working days of the meeting of the Complaints Resolution Panel
  6. If the panel will take longer than the agreed time period, we will inform you. We will agree on a revised date with you and keep you up to date on the progress.

 

CONTACT TELEPHONE WEBSITE EMAIL
CENOBIA MAJELLA (PRINCIPAL) 6816 3333 www.stansfield.edu.sg feedback@stansfield.edu.sg

STEP 4- WHAT IF I'M STILL DISSATISFIED?

If feasible, all disputes and grievances should be resolved between the School and the student first. If a mutually amicable resolution cannot be found, either party may approach CPE’s Student Services Centre (SSC) for help. 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 Singapore Mediation Centre, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators. Please visit the CPE website for more information on the CPE dispute resolution procedures including information on the CPE Mediation Arbitration Scheme.

 

CONTACT TELEPHONE ADDRESS EMAIL
CPE STUDENT SERVICES CENTRE 6592 2108 www.cpe.gov.sg cpe_contact@cpe.gov.sg