We welcome suggestions and feedback from parents/students for the continual evaluation, improvement and quality assurance of the school’s educational services and practice. Every effort shall be taken to address feedback and complaints, informal or formal. All parent complaints within an education environment where misunderstandings and complaints must be handled both professionally, sensitively and in confidence.
The current procedure has been formulated to handle complaints from parents who may have a broad spectrum of issues requiring urgent attention and resolution. Essentially, a complaint is an expression of significant dissatisfaction by a parent who has legitimate interest in the school, about the conduct, actions or omissions relating to areas of educational operations.
Emphasis should be placed on the informal resolution of minor complaints and the avoidance of escalation. At Middleton International School, we place particular value and emphasis on addressing the complainant’s grievance in a manner that is fair, honest and acceptable to both parties.
At Middleton International School, we place high priority on registering the complaint or grievance in a timely manner, acknowledging the receipt of the complaint to the parent, a full and fair investigation and the relaying of such findings to the Principal or School Executive.
Middleton International School will make every endeavour to acknowledge parent complaints within 2 working days and to effects a resolution to all parent complaints within a time frame of 14 working days and resolve within 21 working days.
The dispute resolution and grievance process shall be activated if complaints could not be resolved satisfactorily within 14 working days. The dispute resolution shall align with the provision in Private Education Act.
If internal efforts to resolve disputes fails and/or there is an absence of an acceptable solution, the matter shall be escalated to an external mediator and the aggrieved parent may approach the CPE’s Student Services Centre (SSC) for help.
The parent is required to fill up an application form at the SSC, stating the nature of the dispute. The officers at the SSC will review the complaints and may refer the matter to the CPE Mediation – Arbitration Scheme.
The CPE Mediation – Arbitration Scheme is jointly drawn up with the Singapore Mediation Centre (SMC) and the Singapore Institute of Arbitrators (SIArb), and is designed to provide students and private education institutions a quick and affordable way of resolving disagreements.
The procedure for Dispute Resolution of the CPE Mediation– Arbitration Scheme shall be followed.