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NIM Feedback and Complaint Management System encompasses

  1. NIM receives feedback / complaint / grievance from various channels of communications, such as feedback forms, websites, emails, telephone calls, letters, meetings, and orientations, etc. All these will be recorded in the Feedback Forms and given to Designated Student Services Staff.
  2. All the feedback / complaint / grievance will be recorded by Designated Student Services Staff in a Feedback / Complaint / Grievance Log-File.
  3. NIM gives an acknowledgement or initial response to the feedback / complaint / grievance within 3 working days. 
  4. The Designated Student Services Staff will escalate the feedback / complaint / grievance to the respective Head of Department / School. 
  5. The Head of Department / Dean will evaluate the feedback / complaint / grievance. The HOD / Dean will decide whether the feedback / complaint / grievance is justified, and if so, offer a solution to the person providing the feedback / grievance or complainant.
  6. If the person providing the feedback / grievance or complainant accepts the solution, no further action will be pursued except to record the action taken on the feedback form and the Feedback / Complaint / Grievance Log-File and file the feedback / complaint / grievance and solution.
  7. If the person providing the feedback / grievance or complainant declines the solution, the feedback / complaint / grievance will be referred to the President who will review the case and offer a second solution. All these proceedings would be completed within 14 working days and students will be kept informed of the status.
  8. If the person providing the feedback / grievance or complainant still refuses to accept the second solution and before the maximum of 21 working days, NIM will propose that the matter be received through the Dispute Resolution Scheme.
  9. The student will be informed by the relevant HOD / Dean that NIM will refer the case to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

Dispute Resolution Scheme

Private Education Institutions’ participation in the dispute resolution process is compulsory as stipulated by the Private Education Act. 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.