I Student Redress Policy and Grievance Procedures I

In accordance with CaseTrust requirements, Kings English has implemented a feedback management and complaint resolution system, as documented in the Student Redress Policy and Grievance Procedures below.

Kings English attaches great value to constructive feedback received from its students and clients as part of its drive toward providing high quality services and offerings. The Student Redress Policy and Grievance Procedures seek to provide students with a channel for feedback and complaints so that Kings English may maintain and improve its standards.

The Student Redress Policy and Grievance Procedures in place are as follows:

1)	A Student seeking redress for any grievance must complete and submit to King's English the Student Feedback / Complaint Form obtainable from the main service counter or any member of the King's English staff. The form will include such information as: • Student name and contact information • Date and nature of complaint • Manner in which the complaint was resolved • Time taken to resolve the complaint
2)	King's English will acknowledge receipt of the Student Feedback / Complaint Form and inform the Student of such by letter, e-mail, fax or telephone.
3)	A designated member of the King's English staff will conduct an investigation into the grievance immediately to establish the circumstances and the facts surrounding the matter
4)	The designated staff will try to resolve the matter under grievance and notify the Student of the outcome within 14 days of receipt of the Student Feedback / Complaint Form.
5)	If a resolution can not be reached at this stage, the matter will be referred to a Senior Management Staff.
6)	The Senior Management Staff will subsequently attempt to resolve the matter within 21 days of receipt of the Student Feedback / Complaint Form.
7)	In the event that the Student and King's English are unable to resolve a dispute in accordance with the grievance procedure described above, the student and King's English shall refer the dispute to the CASE Mediation Centre.
8)	Should the CASE Mediation Centre be referred to, the Student may be required to pay such fees as the CASE Mediation Centre may prescribe from time to time for the purpose of resolving the dispute.
9)	In the event that a resolution can not be reached after a matter is referred to the CASE Mediation Centre, the matter may be referred to the jurisdiction of the Singapore Courts.