KLC International Institute (KLCII) is committed to provide prompt and efficient channels for students to seek resolution for any feedback, dispute, or grievance.
A student’s feedback may result in a dispute or grievance regarding any aspect of their learning experience at KLCII, including interactions with classmates, lecturers, tutors, or service staff. Feedback may also pertain to policies and processes. Where KLCII policies and procedures exist in relation to student discipline or academic matters such as appeals against results, expulsion and suspension, then these will take precedence over the dispute and grievance process.
KLCII has a 3-step process to assist students in seeking resolution in the event of dispute and grievance. These steps are to assist students to ensure resolution with minimal delay and inconvenience, while maintaining fairness to the students.
STEP 1
The student shall first approach the Programme Administrator (PA) in charge to provide feedback. Alternatively, feedback can be submitted through https://klcii.com/feedback/ or via email. The relevant KLCII staff will acknowledge the feedback within 2 working days. The Campus Manager / Academic HOD (Head of Department) will validate the student’s feedback with relevant department personnel and respond within 10 working days.
In the case of complaints, disputes, or grievances, the Campus Manager / Academic HOD shall notify the student on the status of investigation and provide the student with a resolution (where possible) within 12 working days from the date of receipt of the feedback. If the Campus Manager / Academic HOD is unable to resolve the issue, it will be escalated to the appropriate Vice President / Vice Principal (VPs), the VP will attempt to resolve within the next 5 working days.
STEP 2
In the event that the resolution rendered is unsatisfactory, the student may opt to appeal the complaint, dispute, or grievance to the Quality Assurance (QA) Department. Depending on whether the issue is academic or non-academic in nature, the QA Department will report the case to the CEO/Principal for further deliberation. The final resolution will be communicated to the student within 4 working days from the date of appeal. KLCII will endeavor to address and resolve any complaints, disputes, or grievances in an amicable and timely manner.
STEP 3
If the student and KLCII are unable to resolve the complaint, dispute, or grievance amicably, either party may approach SkillsFuture Singapore Agency (SSG) for assistance (https://www.skillsfuture.gov.sg/pei).
Hotline: (65) 6785 5785
The SSG officers will investigate into the issue and may refer the dispute to SSG Mediation-Arbitration Scheme. If the dispute is not resolved through mediation at the Singapore Mediation Centre, it will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators.
