STUDENT FEEDBACK & COMPLAINT PROCEDURE
At STEi, we have a formal procedure to investigate and record Student’s complaint(s) or grievance(s). All efforts shall be made to examine all the facts comprehensively. Students’ complaint(s) or grievance(s) shall be treated with strict confidentiality.
Student’s complaint(s) or grievance(s) must be submitted in writing and signed and personally hand-delivered to the STEi Student Counselling Officer.
It is important that the Student includes the following items in the Complaint/ Grievance Letter.
- Student’s Name
- Student’s Pass No.
- Student’s Complaint/ Grievance – Description
- Redress Sought by the Student
The Student may be invited for face-to-face interview for clarifications.
The STEi Student Counselling Officer shall acknowledge all Student Complaint(s)/ Grievance(s) in writing within 2 working days of receipt of the Student’s Complaint(s)/ Grievance(s) submission by hand and shall advise the aggrieved student of the possible time frame for resolution.
Every effort shall be made to expedite the investigation. After the Complaint/ Grievance has been investigated, the outcome of the investigation and redress options, if applicable, shall be immediately communicated in writing to the student and not later than 21 Working Days from the registered date the Student’s submission of the Complaint/ Grievance).
If the Student is not satisfied with the Student Counselling Officer’s proposed resolution, the Student has recourse to bring the matter to the attention of the Managing Director, STEi for mediation. Resolution by the Managing Director, STEi shall be provided no later than 21 Working Days from the registration date of the Student complaint/ grievance.
In instances where the Student is still not satisfied with the proposed resolution by the Managing Director, STEi, the Student shall have further recourse to refer the Complaint/ Grievance to the Council for Private Education (CPE) for third party mediation.
The Student’s Complaint/ Grievance Handling Procedure are shown in the Flowchart below:scroll back to top