- British Education Centre accepts feedback / complaints in hard copy (e.g. letter or fax) or soft copy (e.g. email) from the public, staff or students. Students can also choose to fill up FRM-051 Student Feedback Form or FRM-053 Student Complaint Form if they have any feedback / complaints. Students can approach their Course Consultants or any Student Support Services Staff for the forms.
- Upon receipt of the feedback / complaint, Principal will direct the relevant manager or staff to look into the matter.
- The designated officer:
– gives an acknowledgement or initial response to the complainant within 3 working days.
– investigates the complaint, and in consultation with the Principal, replies to the complainant and resolves the matter within 7 working days. - 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 14 days and complainants are kept informed of the status.
- If the student still refuses to accept the second solution and before the maximum of 21 days, British Education Centre will propose that the matter be resolved through the CPE Dispute Resolution described on the CPE website. This dispute resolution scheme may, where appropriate, involve the SSG/CPE Mediation-Arbitration Scheme or Small Claims Tribunals as the mediation centres.
