The Academy's Dispute Resolution Policy​

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The Academy has a close-loop feedback and complaint management system to gather and address all feedback / complaints received (from various channels of communications e.g feedback forms, websites, emails, telephone calls, meetings, and in person from the public, staff or students, etc).

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Any Academy staff receiving and/or tasked to handle the feedback/complaint shall investigate and act to resolve the areas of concern.

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The Academy communicates its response time for feedback/complaint/grievance received and the response time to resolve the feedback/ complaint (within 21 working days) to the person making the feedback/grievance or complainant.

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The dispute resolution policy adopted by ISA is aligned to the dispute resolution provision in the Private Education Act.

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All feedback /complaints (including disputes) and the actions taken to resolve them are recorded and filed in the Feedback/ Complaint Tracking Log that also provides information on nature of feedback/ complaint/grievances (including disputes) and the time taken to resolve.

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The Academy analyses the feedback/ complaint and seek feedback from its key stakeholders (including external partners) for the management and staff to serve as inputs for review process and continual improvement.

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The Academy regularly reviews the feedback/complaint management system (including feedback channels) for continual improvement.

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The Academy regularly reviews the dispute resolution policy and procedures for continual improvement.

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Further details on the dispute resolution procedures are available in the student handbook which can be accessed by clicking here.

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If the Academy’s management team is not able to resolve the dispute, the matter will be resolved through the Dispute Resolution Scheme under the Council for Private Education.  Further information relating to the Dispute Resolution Scheme under the Council for Private Education may be found here.

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Please feel free to provide us with your feedback by either of the following channels:

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• Feedback / Suggestion box placed at the entrance of the Academy;

• Emailing us (info@isa.edu.sg);

• Contact us here; or

• Contacting any of our staff in our office. 

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