Dispute Resolution System

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Student Complaints

Bradford Rex Group of Schools believes that it is in everyone's interests to resolve complaints as quickly as possible, as close to the source of the problem as possible. The complaints procedures described below have been drawn up with these aims in mind:

If you have cause for complaint about any aspect of your programme, including:

  • the way in which a course or programme is taught or assessed;
  • the learning support available;
  • misleading information in prospectus or in advertising or promotional material;
  • any deficiencies in the School's service or performance; or
  • Complaints arising from a disability, sexual and/or racial harassment

If you are uncertain who is responsible for the matter about which you are complaining, or if you remain dissatisfied after having discussed it with them, you should take the matter up with one of the following:

  • Your Student Counselor
  • Your Personal Tutor
  • Your Head of the Department

The individual whom you approach will discuss your complaint with you, assess the situation, take advice from other officers where necessary, and take one of the following courses of action:

  • Resolve the problem by talking it through with you;
  • Resolve the problem by speaking directly to the person responsible.

If the person approached cannot resolve the problem to your satisfaction, it will be referred, at your request, to the Principal/CEO. It will be treated at this point as a formal complaint, and you will be asked to complete a Complaint Form. The CEO/Principal will investigate and contact the concerned parties or person and resolve the complaint. A written record will be kept of the complaint and its outcome will be monitored. You will be told the outcome of your complaint. You have the right to be heard in person at each stage of the complaint procedure.

Please be assured that all complaints and grievances forwarded will be treated with the strictest confidence.

Upon receipt of a complaint or grievance, we will observe the following procedures:

  • Respond to you within two (2) working days, including a planned resolution time frame.
  • Initiate our investigation and conduct interviews for verification if necessary
  • You will receive a written response within seven (7) working days from the date of the feedback on our follow up actions.
  • We will try our very best to resolve the complaint or grievance within a maximum of twenty-one (21) working days from the date of the complaint or grievance.

Students shall maintain a standard of conduct, which is not harmful to the work, good order, or good name of the School.

In the event that the Student and Bradford-Rex are unable to resolve a dispute, the Student and the PEI 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 Bradford-Rex hereby agree to such procedures and to pay such fees as the Singapore Mediation Centre may prescribe from time to time for the purpose of resolving their dispute. (See Figure 1 – Student Feedback / Grievance / Redress Process)

Dispute Policy

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