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STUDENT SERVICES : FEEDBACK
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Student Survey
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Student surveys are conducted twice in a
year, April and August, to give feedbacks and comments with
regards to the teaching materials, teachers and customer
service. Comments and feedbacks are consolidated and taken
into account to improve on areas to meet immediate concerns
of students.
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Meet the Parents Session
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SmartLab® Education Private School
schedules a meet-the-parents session attended by the
principal/vice-principal and parents. This is done to
provide the parents feedback on their child’s academic and
conduct performance during the school term. This is done
every April and June of the year.
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Complaint and Dispute
Resolution Mechanism
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Annual target is
£ 5 complaints by parents or students annually.
Students’ feedbacks are the source at which we improve.
Contact details of management staff members are available in
the student handbook and on display in the centre to allow
parents and students to provide feedback or complain.
Teachers, Students and parents can complain to the Vice
Principal (Student Affair) if they are unsatisfied at any
time. Academic issue would be managed by Vice Principal
(Curriculum), while administration and payment is managed by
Vice Principal (Student Affair) under the instruction of the
Principal. A complaint form is available in the student
handbook to allow students to formally lodge their
complaints.
Apart from this, there would be meet the parent sessions,
which would provide the forum for feedback and complaints,
as well as the pen and pencil surveys from students.
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Month
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Term
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Purpose
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April
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Meet the parent session
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Feedback to parent on the performance of student
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April
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Student Survey 1
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Improve on areas to meet immediate concerns of
students
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June
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Meet the parent session
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Feedback to parent on the performance of student
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August
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Student Survey 2
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General feedback on the entire course and to examine
improvements made to specific areas
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Resolution Mechanism
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If the issue can be resolved by the Vice
Principals, they would do so, and they would keep the
Principal informed. Normally the issue involves an initial
round of talking to the parents, students and staff members
involved to gather and verify information before arriving at
a decision to resolve the issue. The VPs would feedback and
resolve the issue with the parent.
If the parent is not satisfied or VPs are not clear on how
to resolve the issue, the Principal would be involved.
Principal would decide and may talk directly to the
parent/student on the issue.
If the outcome is still non-satisfactorily, the case shall
be referred Singapore Mediation Centre (SMC) or Singapore
Institute of Arbitrators (SIArb) through CPE Student
Services Centre Services Centre for mediation prior to
instituting any legal action or proceedings.
Each complaint would require an investigation report to be
done up and formally recorded.
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