1. ACE has a documented closed-loop feedback and complaint management system in place to gather and address all feedback/complaints received.
2. A student dispute may arise from any aspect of a student’s educational experience at ACE which they believe to be unfair, unjust or unreasonable.
3. ACE treats all grievances, disputes, and appeals as important feedback. ACE has staff specially assigned to manage students’ welfare, including handling of their grievances and complaints by following the relevant procedures. ACE is committed to resolving any complaint within 21 working days from the time the complaint is received. If the complaint is not resolved amicably within the stipulated period, it will be channeled to CPE Mediation – Arbitration Scheme, or the Small Claims Tribunals (SCT), or student’s own legal counsel.
ACE treats all complaints, disputes, and appeals as the important feedback. A MT member is assigned to manage such case.
If the stakeholder (student) is not satisfied with the resolution, the MT member will assist the stakeholder to seek redress via:
a. CPE Mediation – Arbitration Scheme; or
b. The Small Claims Tribunals (SCT), for clear-cut fee refund issues of equivalent or less than S$20,000; or
c. The stakeholder’s own legal counsel.
(For amounts that exceed SGD$20,000 but are less than SGD$30,000, the claim can still proceed with SCT if both parties consent to it in writing.)
The stakeholder could refer to the relevant webpage showing CPE’s Dispute Resolution. ACE shall cooperate fully with the CPE Mediation Centre or SCT in working towards a resolution.