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Feedback Management

At NIM, all feedbacks (including complaints, compliments and disputes) are taken very seriously. Students have multiple channels to lodge their feedback and complaints feedback forms, websites, emails, telephone calls, fax, letters, meetings, and orientations, etc.
NIM will resolve all feedbacks within 21 working days. Student service staff will acknowledge any feedback within 3 working days.

Feedback Resolution

NIM strives to provide holistic care for our students – to gain balance in the various aspects of physical, mental, social, emotional and spiritual development. The Guidance and Counselling Team consist of senior staff to assist students in the four main domains listed above.

Head of Department / Head of School will provide student with a solution. If the student accepts the solution, no further action will be taken.

If the student does not accept the solution, the issue will be escalated to the General Manager (or Deputy General Manager) who will offer a second solution within 14 working days. If the student accepts the solution, no further action will be taken.

If the student does not accept the second solution and before the maximum 21 working days, NIM will propose that the matter be resolved through the Dispute Resolution Scheme of the Commitee for Private Education (CPE). NIM will refer the case to CPE Student Service Centre (CPE SSC).

Dispute Resolution Mechanism

For clear-cut fee refund issues of less than SGD$10,000, student can lodge their case with Small Claims Tribunal (SCT). For amounts that exceed SGD$10,000 but is below SGD$20,000, the claim can still proceed with SCT if both parties consent to it in writing.
For complaints of other nature, students can choose to participate in the CPE’s appointed Dispute Resolution Scheme (CPE Mediation-Arbitration Scheme) or engage own legal counsel.

Dispute Resolution Scheme

CPE Mediation-Arbitration Scheme: There are two stages in the process – mediation and arbitration.

The complaint may be referred to the Singapore Mediation Centre for mediation. If a settlement between the student and the private education institution could be reached at the mediation stage, a settlement agreement would be drawn up and endorsed by the respective parties, and the dispute resolved.

If the parties fail to reach a settlement through mediation, the student can progress on to arbitration for a resolution to his dispute. The Singapore Institute of Arbitrators is the appointed provider of arbitration services.