inlingua School of Languages
 

Dispute Resolution System


Students who wish to provide feedback may fill out the Suggestions, Complaints and Compliments Feedback Form available at the Reception Counter. All complaints, minor or major, and actions taken to resolve them are recorded and brought to the attention of the EMB. These forms are analysed by the EMB and used for purposes of Continual Improvement of the PEI’s systems.


Depending on the nature of the feedback or complaint, the member of the EMB under whose area of competence the complaint falls will analyse the complaint. If a complaint can be resolved immediately, the EMB member will take the necessary initiative. If not, the complaint will be discussed by all members of the EMB and a long-term solution found. In exceptional circumstances, an extraordinary general meeting of the EMB may be held to resolve a problem arising from a complaint. For clear-cut fee refund issues of less than $10,000, students can lodge their case with the Small Claims Tribunal


If the matter remains unresolved or you are unsatisfied with the outcome, you may approach the CPE Student Services Centre or participate in the Committee for Private Education’s (CPE’s) appointed Dispute Resolution Scheme.


Dispute Resolution Scheme


There are two stages in the Committee for Private Education’s (CPE’s) appointed Dispute Resolution Scheme process – mediation and arbitration.

Stage 1: Mediation

 

The complaint will first be referred to the Singapore Mediation Centre for mediation. If a settlement between the student and the private education institution can be reached at the mediation stage, a settlement agreement will be drawn up and endorsed by the respective parties, and the dispute resolved.

Stage 2: Arbitration

 

If the parties fail to reach a settlement through mediation, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators.


Find out more details about CPE’s Dispute Resolution and the Private Education (Dispute Resolution Schemes) Regulations 2010 No. S272.


Dispute Resolution Procedure