Dispute Resolution Policy
As part of Stalford Academy's close-loop feedback and complaints management system which welcomes all feedback, we take all of cases of grievances and disputes seriously.
Stalford Academy is committed to arrive at a resolution for all feedback regarding grievances and disputes within 21 working days. All feedback received shall be acknowledged, investigated and evaluated for follow-up action. Any action taken shall be recorded and made known to the person giving the feedback if the complainant identifies himself or herself and leave behind his/her contact details.
If the complaint is not resolved amicably, or if the complainant is dissatisfied with the outcome, or if a resolution is not arrived at during this stipulated period of time, Stalford Academy shall refer the complainant to the resolution channels available on the SSG website.
For clear-cut fee refund issues of equivalent or less than S$20,000#, the complaint at hand will be channeled to the Small Claims Tribunal (SCT). If the case is deemed eligible by the SSG, the complaint will be channeled to the SSG’s Private Education Mediation-Arbitration Scheme for further action.
# For amounts that exceed SGD$20,000 but is below SGD$30,000, the claim can still proceed with SCT if both parties consent to it in writing.
The Private Education Mediation-Arbitration Scheme comprises two stages; Stage 1: Mediation (by the Singapore Mediation Centre (SMC)), Stage 2: Arbitration (by the Singapore Institute of Arbitrators (SIArb)).
A PEI's participation in the dispute resolution process is compulsory as stipulated by the PE Act. For the case to be eligible:
- It must be relevant to private education and arise after the Dispute Resolution Schemes Regulations came into operation on 10 May 2010;
- It must not be criminal in nature; and
- It must not have received a judicial decision in the courts.
Please refer to the terms of reference  for the Private Education Dispute Resolution Scheme for more details. 
Notes:
- All feedback and complaints received will be recorded. This includes any feedback received via formal or informal (verbal), complaint forms, website, overseas offices and any other mass media.
- All feedbacks and complaints received will be directed to the Learning Quality Manager.
- Feedback and complaint records shall be submitted to the SSG annually or when requested.