Grievance Policy / Attendance Policy

Grievance Policy | Attendance Policy

SMa Institute is committed to provide a satisfactory learning experience for the students during their studies with us. The School treats and handles all reports of grievances or query/feedback with strict confidence. Such information will only be made available to authorised personnel on a need-to-know basis.

In the event that a student has any grievance/feedback/concerns/issues, he/she can observe the following procedures:

1. Grievance

If a student encounters any grievances:

• The student is encouraged to seek assistance and/or advice from his/her lecturer or our Student Services staff as he/she deem fit.
• The student can complete the Student’s Query/Feedback Form and submit it to our Student Services Office. Alternatively he/she may email our Student Services Office or choose to speak/write in to our Student Services Manager.
• An appointment will be arranged for him/her to meet with the Student Services Manager for counselling session followed by a follow up on the student’s issue of grievance.
• SMa Institute shall inform the student on the outcome/status of the investigation - a copy of the investigation report and/or a letter from the School indicating the findings and actions taken will be forwarded to him/her.
• Our interim response is within three (3) working days. Depending on the complexity of the case, our response time is within 21 working days.
• The School will base on its findings to take appropriate actions to resolve the issue within the shortest time possible.
• In the event that the School and the student are unable to resolve the dispute in accordance with the Grievance Policy above, the School and the student shall refer the dispute to the CASE Mediation Centre for mediation prior to instituting any legal action or proceedings.

2. Query/Feedback

If a student has any query/feedback:

• The student can complete the Student’s Query/Feedback Form and submit it to our Student Services Office. Alternatively he/she may email our Student Services Office.
• He/she may be called upon to meet with the Student Services Manager for feedback/discussion session followed by a follow up on the query / feedback.
• SMa Institute shall inform the student on the outcome/status of the investigation - a copy of the investigation report and/or letter from the School indicating the findings and actions taken will be forwarded to him/her.
• Our interim response is within three (3) working days. Depending on the complexity of the case, our response time is within 21 working days.
• The School will base on its findings to take appropriate actions for improvement and/or resolve the issue within the shortest time possible.

3. Course Evaluation

As part of the SMa Institute’s commitment to provide quality courses to our students, the School regularly invites students to evaluate and provide feedback relating to the areas of teaching, staff and services.

Responses from students will be kept with STRICT CONFIDENTIALITY and will only be used by the School to make improvements to our courses and services.

4. Student Counselling

Students who require psychological and emotional support can refer to our counselling service may contact our Student Services Office to arrange for an appointment with our trained and registered counsellor. All sessions conducted with the counsellor will be kept strictly confidential.