Feedback and Complaint Management

Feedback and Complaint Management System

ASCENSUS INSTITUTE, formerly known as AAARYA Business College, has a close-loop feedback and complaint management system to gather and address all feedback and complaints received from students, staff, external partners or the public. ASCENSUS INSTITUTE shall acknowledge the feedback / complaint within 3 working days. ASCENSUS INSTITUTE shall address and resolve feedback and complaints within 21 working days if further investigation is needed. The person giving the feedback or making the complaint shall be notified of the action taken, and where appropriate and applicable, the action taken shall be publicized on our website, especially if the matter is of public interest. Unless otherwise required by law, privacy and confidentiality shall be maintained at all times.

You can give feedback / complaints through the following channels:

• Feedback form (available at Admin office)
• Email : enquiries@ASCENSUS.edu.sg

The system is designed to address in an objective, fair and reasonable manner grievances related to academic matters such as appeals against result, for re-instatement, suspension, expulsion, awards, etc., as well as grievances related to lapses in service standards. If Management cannot resolve the dispute, the matter will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

Dispute Resolution Policy

• The School’s Dispute Resolution Policy and Procedures, covers any students’ official complaints that the School receive from any channels and will be communicated to students and aligned with the Private Education Regulations.

• The School shall respond to respective students within 3 working days of receipt of any complaints received.

• All feedback / complaints shall be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.

• In the event that the School and the student cannot come to an agreement or the student does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) for mediation.

Dispute Resolution Procedures

Students who wish to provide any official complaints to the School should adhere to the following procedure:

• Students are to request for a Feedback / Complaint Form from the school. Alternatively, students can fill up the Feedback / Complaint Form and send it via email.
• Upon notification of the proposed solution by the School, the student is to acknowledge the situation within 14 working days, whether he / she accepts the proposed solution.
• If the student is not satisfied with the proposed solution, he / she can escalate the matter up to the Managing Director (for non-academic issues) or the Principal (for academic issues). The respective person will investigate the case and take necessary actions to resolve it.
• If the student is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

The entire process should not take more than 21 working days unless otherwise specified.