Dispute Resolution

Dispute Resolution Policy

  • On disputes, NLBS’s policy is to try to reach a fair and amicable solution (that is, a solution is found to address the grievance that is fair and acceptable to both parties, the student and NLBS).
  • The aggrieved party, the student, must submit the grievance in writing to NLBS.
  • Principal will assign the relevant manager to establish the facts of the case. The designated manager gives an acknowledgement or initial response to the aggrieved party within 3 days.  He completes the necessary investigation within 7 working days.
  • The manager decides whether the complaint/grievance is justified, and if so, offers a solution to the student.
  • If the student accepts the solution, no further action will be pursued except to record and file the grievance and the solution.
  • If the student does not accept the solution, the grievance will be referred to the Principal who will review the case and offer a second solution. All these proceedings would be completed within 14 days and complainants are kept informed of the status.
  • If the student still refuses to accept the second solution and before the maximum of 21 days, NLBS will propose that the matter be resolved through the CPE Student Services Centre, using the Dispute Resolution Scheme of the Committee for Private Education, which is described on the CPE website. This dispute resolution scheme may, where appropriate, involve the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) as the mediation centres.
  • The Grievance Procedure which is included in the Student Handbook is shown in Figure 2.6.1 below.