Handling Grievances

Students’ Feedback and Grievances Handling Procedure

SJMS is committed to ensure the high standard and quality of its courses, services and facilities. Every reasonable effort will be made to deal with students’ feedback and grievances promptly and efficiently. SJMS will treat all grievances seriously and with sensitivity. We will deal with them without discrimination and no student should be disadvantaged in any way when he or she came forward to complain.

However, students should be aware that a complaint that is shown to be frivolous, vexatious or motivated by malice may result in disciplinary action against the complainant. A procedure has been established to deal with all grievances. Every reasonable effort will be made to deal with all complaints.

All students are informed of the grievances handling procedure during orientation.

Students’ feedback / complaints are to be documented using the Student Feedback / Complaint Form. Feedback / complaints received from email shall be managed using email correspondence.

Responsibility of staffs to ensure Student Feedback / Complaint are properly handled are define in the Student Feedback / Complaint Form to ensure effectiveness in resolving the issues that were raised.

SJMS will keep the student informed of the status of the complaint investigation. Initial respond to a complaint should be within 2 days upon receipt.

SJMS shall resolve complaints within a maximum of 21 days upon receipt of the complaint and submit a Feedback / Complaint Investigation Report For Student to the student.

Should any student find that the reply is inadequate, they can request meeting with the Manager / Principal to resolve the issue.

The Student and the school hereby agree to such procedures and to pay such fees as the CASE Mediation Centre may prescribe from time to time for the purpose of resolving their dispute.