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3 Steps Dispute and Grievance Resolution Process

A student dispute or grievance may arise from any aspect of their educational experience at Kaplan Singapore which they believe to be unfair, unjust or unreasonable. This would include unsatisfactory services (e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates).

Where University or Kaplan Singapore policies and procedures exist in relation of student discipline and academic matters (e.g. appeals against results, expulsion, and suspension) then these will take precedence over the dispute and grievance process.

A student who is seeking dispute or grievance resolution should follow the 3 Steps Dispute and Grievance Resolution Process outlined below. Each step should be completed before going to the next step. 

* In the event that the student and Kaplan Singapore are unable to resolve the dispute or grievance amicably, either party may approach CPE’s Student Services Centre (SSC) for help. SSC will review the issue and may refer the dispute to CPE Mediation – Arbitration Scheme. If the dispute is not resolved through mediation at Singapore Mediation Centre, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators.

** For university programmes, student may request for a review of their dispute or grievance by the university (for academic matters), in the event that they remain dissatisfied with the outcome after going through the above 3 step process.

Send an email to student’s Programme Manager (PM). The email will be acknowledged within 2 working days upon receiving the email.

The PM will investigate your dispute / grievance and will provide a resolution within 7 working days from the acknowledgement email.

Significant effort will be placed in seeking a resolution within the operational level.

 

Contact Details

Send email to: Programme Manager

Student to provide the following details for all correspondence:

Full Name,
Contact Details,
CT Number and
Course Title

Find the full list of Programme Managers here.

In the event that the resolution rendered is unsatisfactory, you may escalate the dispute / grievance to the management of the respective department.

The management will investigate your dispute / grievance and provide you with a next level resolution within 5 working days from date of appeal to Step 1.

Significant effort will be placed in seeking a solution within the school or department level.

 

Contact Details

Escalate matter to :

‘O’ Level Preparatory School
Ms Evelyn Wu
Director
DID : 6309 5759:  Fax: 6884 9818
Email : evelyn.wu@kaplan.com

School of Foundation & Languages
Miss Evelyn Wu
Program Director
DID : 6309 5759: Fax: 6884 9818
Email : evelyn.wu@kaplan.com

School of Diploma Studies
Mr Christopher Harris
Executive Dean, Schools
Senior Director, Industry Engagement
DID : 6309 5498 / 6411 4568 Fax: 6225 3605
Email : christopher.harris@kaplan.com

Bachelor’s and Master’s Degree Programmes
Ms Cheng Siew Kiong
Senior Director, Student Services and Operations
DID : 6496 5650 Fax: 6225 4239
Email : siewkiong.cheng@kaplan.com

Kaplan Financial Programmes
Ms Lorelle Koh
Director, Program Management
DID : 6309 5715 Fax : 6733 2977
Email : lorelle.koh@kaplan.com

Kaplan Professional Programmes
Miss Lorelle Koh
Director, Program Management
DID : 6309 5715 Fax : 6733 2977
Email : lorelle.koh@kaplan.com

 

All disputes / grievances should be resolved in an amicable manner between the programme department and student. If the student is not agreeable to the resolution, the student may file an appeal with Kaplan’s Service Quality Manager (SQM).

The SQM will investigate the dispute / grievance with an independent perspective and work with Kaplan Senior management to offer a resolution within 3 working days from the date of appeal to the SQM.

 

Contact Details

Escalate matter to :

Regulations, Quality and Compliance
Ms Anita Simon
Service Quality Manager, Regulations, Quality and Compliance
DID : 6411 4596 Fax: 6733 2977
Email : feedback.sg@kaplan.com

 

For university programmes, student may request for a review of their dispute or grievance by the university (for academic matters), in the event that they remain dissatisfied with the outcome after going through the above 3-step process.

Director, Programme Management