Student surveys are conducted twice in a year, April and August, to give feedbacks and comments with regards to the teaching materials, teachers and business executive. Comments and feedbacks are consolidated and taken into account to improve on areas to meet immediate concerns of students.

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 March of the year.

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 Centre Manager if they are unsatisfied at any time. Academic issue would be managed by centre VP/HOD, while administration and payment is managed by Centre Manager 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.

Month Term Purpose
March Meet the parent session

Feedback to parent on the performance of student

April Student Survey 1

Improve on areas to meet immediate concerns of students

August Student Survey 2

General feedback on the entire course and to examine improvements made to specific areas

Resolution Mechanism 

If the issue can be resolved by the VP/Centre Manager/HOD, 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 VP/Centre Manager/HOD would feedback and resolve the issue with the parent.

If the parent is not satisfied or VP/Centre Manager/HOD 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.