FEE PROTECTION SCHEME

Feedback and Dispute Resolution Policy

1. Purpose

This policy outlines how students and stakeholders can provide feedback, raise concerns, or resolve disputes in a clear and constructive manner. The school is committed to listening, responding, and continuously improving the student experience.

2. Scope

This policy applies to all prospective, current, and former students of the school who wish to submit feedback, including compliments, suggestions, complaints, and disputes.

3. Feedback Submission Channels

Students and stakeholders may submit feedback through any of the following official channels:

• Email: Send feedback to feedback@lsbf.edu.sg
  ➤ Acknowledgement within 1 working day
• Feedback Form (FRM-047): Available via suggestion boxes placed around the campus
  ➤ Acknowledgement within 2 working days
• Social media: Comments received via School’s official SM handles/ Google Review
  ➤ Acknowledgement within 1 working day
  ➤ Public posts may be hidden at management’s discretion
  ➤ Follow-up will be done via email (not through SM messaging or replies)

4. Feedback Handling Process

4.1 All formal feedback will be directed to the Compliance and Quality Assurance Team (ODCQA).

4.2 Upon receipt, the feedback will be acknowledged within the timeframes stated above, subject to the availability of contact information.

4.3 If the feedback is not a complaint, the relevant Head of Department (HOD) will address the matter and inform both ODCQA and the student (where applicable).

4.4 Suggestions and general feedback will be forwarded to the relevant departments for review. Responses will be provided to students when appropriate.

5. Complaint and Dispute Resolution

5.1 If a student raises a complaint or dispute, the school will attempt to resolve the matter promptly and fairly.

5.2 If the matter cannot be resolved internally to the student’s satisfaction, the student may seek further assistance from the following external channels:

• SSG Student Services Centre:
  For issues that may relate to regulations under the Private Education Act
• SSG Mediation-Arbitration Scheme:
  For disputes requiring mediation or arbitration services
• Small Claims Tribunals (SCT):
  For fee-related claims not exceeding S$10,000 (or up to S$20,000 with both parties’ written consent)
• Student’s Own Legal Counsel:
  For independent legal advice or action

6. Special Cases

6.1 Appeals relating to retention, suspension, expulsion, or academic awards will be handled by the Academic Department with support from the Registrar’s Office or the Examinations Office.

6.2 Complaints related to personal data protection will be referred to the Personal Data Protection Commission (PDPC).

6.3 The school may notify relevant public agencies if necessary, depending on the nature of the complaint or dispute.

7. Policy Review

This policy is reviewed regularly to ensure its effectiveness and alignment with regulatory requirements and student needs.