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Feedback, Complaint and Dispute Resolution Process

Appeals for retention, suspension, expulsion, awards, etc. are handled by the Academic department supported by the Registrar’s Office & Exams Office departments depending on the type of appeals.

2.Notes:

2.1) All formal feedback are referred to the ODCQA Department via the feedback channels below:

2.1.1) Email to feedback@lsbf.edu.sg– acknowledged within 1 working day.

2.1.2) FRM-047 Feedback Form (suggestion boxes) – acknowledged within 2 working days.

2.1.3) Social Media (Facebook) – acknowledged within 1 working day and post may be hidden on the discretion of management. Follow up on feedback via social media shall be made through email. LSBF shall not handle resolution via Facebook messaging/ reply to posts.

2.2) Acknowledgement and resolution to feedback are subject to availability of the student/party contact information.

2.3) If the feedback is not a complaint, the relevant HODs take actions and notify ODCQA and students/party (if required).

2.4) In the event that LSBF and the student/party could not resolve a dispute amicably, the student/party shall be referred to the CPE Student Services Centre (CPE-SSC). CPE-SSC shall handle the issue as below:

2.5) Student/party may approach CPE-SSC for advice if LSBF is unable to resolve the issue. CPE will investigate into issues that may have contravened the Private Education (PE) Act and/or its Regulations and take action where appropriate.

2.6) For issues that do not contravene the PE Act and/or its Regulations such as school administrative matters and service quality issues; and an amicable settlement could not be reached, student/party may seek redress via:

2.6.1) CPE Mediation-Arbitration Scheme; or

2.6.2) The Small Claims Tribunals (SCT), for clear-cut fee refund issues of equivalent or less than S$10,000 (for amounts that exceed SGD$10,000 but is below SGD$20,000, the claim can still proceed with SCT if both parties consent to it in writing); or

2.6.3) Student/party own legal counsel.

2.7) Where the dispute is pertaining to other regulatory requirements such as personal data protection, then the dispute will be logged with the Personal Data Protection Commission.

2.8) Other relevant public agencies may be notified where it is deemed necessary.

Suggestions received from students are reported to respective HODs and replies (where required) are communicated to students by ODCQA department.

For CPE Student Services Centre

Refer to https://www.cpe.gov.sg/student-services

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