Complaints and Dispute
Smart Learners empowers its staff to handle complaints and feedback to ensure any concerns are addressed effectively.
The school accepts feedback / complaints in hard copy (e.g. letter of complaint) or soft copy (e.g. email) from the public, staff or students.
Upon receipt of the feedback / complaint, Admin Head or Academic Head will look into the complaint and discuss an appropriate solution with the student/complainant.
If a solution is not found, the complaint is escalated to the Top Management (Principal) to look into the matter.
Smart Learners gives an acknowledgement or initial response to the feedback / complaint on the same day of receipt.
Smart Learners targets to resolve matters within 21 working days.
Dispute Resolution Policy
On disputes, it is the school’s policy to try to reach a fair and amicable solution (that is, a solution is found to address the grievance that is fair and acceptable to both parties, the student and the school).
The aggrieved party, the student, must submit the grievance in writing to the school.
Principal will assign the relevant head to establish the facts of the case and complete the necessary investigation within 7 working days.
Admin Head or Academic Head will decide whether the complaint/grievance is justified, and if so, offer a solution to the student.
If the student accepts the solution, no further action will be pursued except to record and file the grievance and solution.
If the student declines the solution, the grievance will be referred to the Principal who will review the case and offer a second solution. All these proceedings would be completed within 21 days and complainants are kept informed of the status.
If the student still refuses to accept the second solution, the school will propose that the matter be resolved through the Dispute Resolution Scheme of the Committee for Private Education.
To view the Grievance Procedure Click here.