Dispute and Grievance Resolution Process

A student dispute or grievance may arise from any aspect of their educational experience at Kaplan Singapore which they believe to be unfair, unjust or unreasonable. This would include unsatisfactory services (e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates). Where University or Kaplan Singapore policies and procedures exist in relation of student discipline and academic matters (e.g. appeals against results, expulsion, and suspension) then these will take precedence over the dispute and grievance process. A student who is seeking dispute or grievance resolution should follow the 3 Steps Dispute and Grievance Resolution Process outlined below. Each step should be completed before going to the next step. * In the event that the student and Kaplan Singapore are unable to resolve the dispute or grievance amicably, either party may approach CPE’s Student Services Centre (SSC) for help. SSC will review the issue and may refer the dispute to CPE Mediation – Arbitration Scheme. If the dispute is not resolved through mediation at Singapore Mediation Centre, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators. ** For university programmes, student may request for a review of their dispute or grievance by the university (for academic matters), in the event that they remain dissatisfied with the outcome after going through the above 3 step process.

3 Steps Dispute and Grievance Resolution Process

Step 1

Send an email to student’s Programme Manager (PM). The email will be acknowledged within 2 working days upon receiving the email. The PM will investigate your dispute / grievance and will provide a resolution within 7 working days from the acknowledgement email. Significant effort will be placed in seeking a resolution within the operational level.

Send email to: Programme Manager Student to provide the following details for all correspondence: Full Name, Contact Details, CT Number and Course Title

Step 2

In the event that the resolution rendered is unsatisfactory, you may escalate the dispute / grievance to the management of the respective department. The management will investigate your dispute / grievance and provide you with a next level resolution within 5 working days from date of appeal to Step 1. Significant effort will be placed in seeking a solution within the school or department level.

Escalate matter to : 

‘O’ Level Preparatory School 

Miss Elaine Ng May Chiak

Head of School 

DID : 6411 4344 

Fax: 6733 2977 

Email : elaine.ng@kaplan.com  

School of Foundation & Languages 

Miss Evelyn Wu 

Program Director 

DID : 6309 5759 

Fax: 6884 9818 

Email : evelyn.wu@kaplan.com

School of Diploma Studies 

Mr Christopher Harris 

Head of School 

Diploma Studies Senior Director, Industry Relations 

DID : 6309 5498 / 6411 4568 

Fax: 6225 3605 

Email : christopher.harris@kaplan.com

Degree and Post Graduate Programmes 

Miss Cheng Siew Kiong 

Senior Director, Student Services and Operations 

DID : 6496 5650 

Fax: 6225 4239 

Email : siewkiong.cheng@kaplan.com  

Kaplan Financial Programmes 

Miss Lorelle Koh 

Director, Program Management 

DID : 6309 5715 

Fax : 6733 2977 

Email : lorelle.koh@kaplan.com  

Kaplan Professional Programmes 

Miss Lorelle Koh 

Director, Program Management 

DID : 6309 5715 

Fax : 6733 2977 

Email : lorelle.koh@kaplan.com

Step 3

All disputes / grievances should be resolved in an amicable manner between the programme department and student. If the student is not agreeable to the resolution, the student may file an appeal with Kaplan’s Service Quality Manager (SQM). The SQM will investigate the dispute / grievance with an independent perspective and work with Kaplan Senior management to offer a resolution within 3 working days from the date of appeal to the SQM.

Escalate matter to: 

Regulations, Quality and Compliance 

Miss Anita Simon 

Service Quality Manager, Regulations, Quality and Compliance 

DID : 6411 4596 

Fax: 6733 2977 

Email : feedback.sg@kaplan.com