Grievance Procedure / Dispute Resolution
The SCI is committed to providing prompt and efficient channels for candidates to seek resolution for their dispute and grievance. A candidate’s dispute or grievance may arise from any experience aspect at SCI which the candidate believes to be unfair, unjust, or unreasonable. The SCI’s policies and procedures will take precedence over the dispute and grievance process. A candidate who is seeking dispute or grievance resolution must follow the 3-step Dispute and Grievance Resolution Process as outlined below. Each step must be completed before going to the next step.
STEP 1
Send an e-mail to Officer-In-Charge of the Programme via talk2us@scidomain.org.sg. The e-mail will be acknowledged within 3 working days. The Officer-In-Charge will investigate the dispute or grievance and provide a resolution to the candidate within 20 working days from date of receipt of the e-mail. SCI will make an effort to seek resolution at operational level. In all correspondence with SCI, the candidate must provide the following contact information:
- Full Name (as in NRIC);
- Student ID (as assigned by the SCI);
- Contact Number: Office & Mobile; and
- Programme Title & Modules/Subjects.
STEP 2
In the event that the resolution rendered is not resolved or unsatisfactory, the candidate may escalate the dispute or grievance to the Head of Department (HOD). The HOD will investigate the dispute or grievance and will provide a resolution to the candidate within 5 working days from date of appeal.
STEP 3
If a mutually amicable resolution cannot be found, the candidate may file an appeal with the SCI’s Chief Executive. The Chief Executive will investigate the dispute or grievance from an independent perspective, and will work with the SCI’s Senior Management to offer a resolution within 5 working days from the date of appeal to the Chief Executive.
In the event that the candidate and SCI are unable to resolve the dispute or grievance amicably, either party may approach the CPE’s Student Services Centre (SSC) for help. The officers at the SSC will review the issues and may refer the dispute to the 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.