Feedback
Lithan Hall Academy values feedback from students for the improvement of processes and services.
Students’ feedback may be undertaken via:
i. Informal chat sessions with Lithan Hall Academy Management (initiated by the management).
ii. Emails to the Chief Operating Officer
iii. Student Feedback & Support Form on the website
Response time of complaint and feedback:
Acknowledgement Reply: Within 24 hrs of the complaint date
Official Reply: Within 7 working days of the complaint date
Resolution Period: Within 21 working days
Complaints
Complaints may be lodged formally through the Training Operations Executive.
If the issue(s) cannot be resolved, the matter shall be brought to the Operations Manager’s attention, finally escalating to the Chief Operating Officer, if necessary.
Replies, written and/or verbal, shall be recorded and sent to the complainant for a formal closure of the issue(s).
Dispute Resolution
If all channel of complaints resolution fail, a third party mediation and arbitration will be recommended:
Stage 1: Investigation Panel (Minimum 2 members)
The members comprise of the Chief Operating Officer, Operations Manager and Academic Head
Stage 2: Singapore Mediation Centre (SMC)
If the settlement between the student and the education centre is reached at the mediation stage, a settlement agreement would be drawn up and endorsed by the respective parties, and the dispute is resolved.
Stage 3: Singapore Institute of Arbitrators (SIArb)
If the parties fail to reach a settlement through mediation, the student may escalate to arbitration for a resolution of their dispute.
APPEAL OF ACADEMIC MARKS
Student may make an informal query on the assessment result. Student can contact their lecturers to provide detailed breakdown of marks.
If a student wishes to proceed further , he/she should contact Lithan Hall Academy(LHA) and make a written application for appeal. Student needs to fill in the Appeal Form.
All appeal outcomes are approved by Academic and Examination Board. Decision of Academic and Examination Board is final within the organisation. Academic and Examination Board should officially reply within 4 weeks from the date of receipt of grievance. Should a student wish to proceed further can refer to Grievance and Complaint Procedure in Student Handbook.
Appeal of Academic Marks procedure is available here.
Relevant Singapore Law, visits http://www.singaporelaw.sg/
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