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GRIEVANCE POLICY AND PROCEDURE
Student redress / Dispute resolution procedure
- Students may provide feedback or complaints to MAGES through emails to [email protected], letters to Compliance Director or Accad Manager or SSA, feedback forms through SSA or phone calls to Compliance Director or Accad Manager or SSA, writing a note into Complaint/ Feedback log (Register available at the front desk).
- SSA records the matter into the complaint/feedback log (register) and acknowledges the matter by writing his/ her comments in the register with the date of complaint logged.
- SSA targets to resolve the matter within 2 working days from the date of complaint log for the matter within her authority or facilitation boundaries.
- SSA forwards the critical complaint or complaint beyond her facilitation boundaries to Compliance Director.
- SSA ensures that the matter is resolved within 21 working days from the date of complaint log.
- SSA ensures that all Critical complaints must be resolved within 15 working days.
- In the event that the Student and MAGES are unable to resolve a dispute, the Student and MAGES shall refer the dispute to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre for mediation prior to instituting any legal action or proceedings. The Student and MAGES hereby agree to such procedures and to pay such fees as the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) may prescribe from time to time for the purpose of resolving their dispute.
Our dedicated team of Student Services staff serves as the forefront contact-point for students’
Queries/feedbacks and provides assistances to students whenever necessary within its means.
Should you have any student related issues for which you wish to give feedback to MAGES you may contact us at:
MAGES Institute of Excellence Pte. Ltd,
#06-11 Orchard Central,
181, Orchard Road,
Singapore 238896
Telephone : (65) 65926733/34/36
Student Services Email: [email protected]
Student Services opening hours:
Mondays to Fridays: 9.30am to 9pm, Saturdays: 9.30am to 1pm, Sundays 11am to 7pm
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