2.7 FEEDBACK AND COMPLAINTS MANAGEMENT FORM

1. Instructions to Students:
Please complete the form and hand it to our staff[1].

Name of Student: ____________________________ Date: ____________­­­­______

Course Enrolled: _____________________________ Contact: ________________

Feedback / Complaint Category:

r External Agent’s Poor Performance (e.g. Accommodation , Recruitment)

r Staff Non-Ethical Practice

r Lecturer’s Performance

r Course Materials

r Class Room / Facilities

r Problem adapting to environment

r Others

Please describe clearly the nature of feedback / complaint:

2. Instructions to Admin / Customer Service Staff:

· Please clarify with the students on any areas that are not clear.

· Inform the student that the issues will be looked into and resolved within 21 days with a written report to be submitted to the student

· In the event that the Student and the Training centre are unable to resolve the dispute in accordance with the grievance procedure above, the Student and the school shall refer the dispute to the CPE Student Services Centre[2] for mediation prior to instituting any legal action or proceedings.

· Ensure student acknowledge on the initial response.

· Investigate and resolve the issue.

Feedback / Complaint Received by: __________________________
Initial acknowledgement by Student: ________________________________
Date of initial response: ___________________________________ (within 2 days)

FEEDBACK / COMPLAINT INVESTIGATION REPORT (FOR THE STUDENT)

To Student: _____________________________ Date: _____________

Course Enrolled: _______________________________________________

Subject: Investigation Report for feedback / complaints dated: ______ regarding:

Feedback / Complaint Category:

r External Agent’s Poor Performance (e.g. Accommodation , Recruitment)

r Staff Non-Ethical Practice

r Lecturer’s Performance

r Course Materials

r Class Room / Facilities

r Problem adapting to environment

r Others

Our Investigation Results:

Investigated By:

Our Actions Taken:

Actions Taken By:

Please contact me if you have other queries regarding this report[3]. Thank You

_______________________
Training centre Representative