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Feedback and Dispute Resolution Policy

TMC’s Feedback Management System allows the receiving of feedback through multiple channels as part of its efforts to use feedback to drive improvements and organisational excellence. Feedback can be from both formal and informal channels. Any stakeholder can fill up the Feedback Form and submit it to the Academy via email or hardcopy. For any official feedback to be processed, the Feedback Form would need to be submitted. Any other feedback from other channels would be considered as informal feedback.

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  • Student Help Desk

Students can seek advice from the Student Services.

 

  • Student Help Line

Students can also call our Student Help Line at
Tel: +65 6 7272 666 (main line) during school operating hours.

 

For all students’ official complaints received, it would need to adhere to the Dispute Resolution Policy and Procedure.

1.Students are to approach the Student Services / Academic Services to request for a Feedback Form and submit the hardcopy to Student Services / Academic Services or send it via email: studentservices@tmc.edu.sg

2.The Student Services / Academic Services is to acknowledge the feedback / complaint received within 3 working days.

3.TMC will then propose a solution for the issue raised and explain it clearly to the student within 7 working days upon receipt of the Complaint.

4.Student should acknowledge the situation whether they are satisfied with the proposed solution within 14 working days upon receipt of the Complaint.

5.If the student is not satisfied with the proposed solution, they can escalate the matter up to the HODs / Management Team. The decision of the HODs / Management Team is final.

6.Final outcome made, including this entire process, should not take more than 21 working days unless otherwise specified.

7.If the student is still not satisfied with the outcome / decision, they will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

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