United Ceres College is committed to maintaining a transparent, fair, and effective process for resolving disputes in compliance with the Committee for Private Education (CPE) requirements and SkillsFuture Singapore guidelines.

Overview

This policy outlines the procedures for addressing disputes between students and the institution, focusing on contractual disagreements, academic concerns, and service-related issues. The objective is to resolve disputes efficiently, prioritizing mediation and arbitration.

Types of Dispute Resolution

1. Direct Resolution: Students are encouraged to resolve issues directly with the relevant staff member or department. This approach promotes open communication and aims to resolve disputes informally.
2. Formal Complaint Process: If direct resolution is unsuccessful, students may file a formal complaint in writing to the Student Support Division. The complaint should include details of the issue and previous attempts at resolution. The institution will acknowledge receipt within three working days and conduct an investigation. A written response will be provided within ten working days.
3. SSG Mediation-Arbitration Scheme: UCC participates in the SSG Mediation-Arbitration Scheme, designed to resolve contractual disputes between students and private schools. This two-stage process involves:
   • Stage 1: Mediation
     Conducted by the Singapore Mediation Centre (SMC), mediation facilitates dialogue between the student and the institution to reach a mutually agreeable solution. If successful, a settlement agreement is endorsed by both parties.
   • Stage 2: Arbitration
     If mediation is unsuccessful, arbitration is conducted through the Singapore Institute of Arbitrators (SIArb). This involves document submissions and, if necessary, a hearing. A written award is published within 60 to 90 days.
4. Specific Course Fee Disputes: Any dispute regarding the amount of Course Fees consumed will be referred to mediation at the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre, as per Clause 5.4 of the Standard Student Contract. The decision reached through this process will be final and binding on all parties involved.
5. External Options: If internal and SSG Mediation-Arbitration processes do not resolve the issue, students may seek redress through the Small Claims Tribunals (SCT) for fee refund issues of up to SGD 20,000 or consult their legal counsel for further action.

For more details on the SkillsFuture Singapore Mediation-Arbitration Scheme, please refer to the SSG Dispute Resolution page.

Service Quality Target

UCC upholds a set of service targets which are: