Policies & Procedures

Feedback and Complaint Management System at Hitmaker Global Academy

Introduction:

• Hitmaker Global Academy recognizes the crucial role that feedback plays in its continuous improvement efforts. The Academy is committed to enhancing the quality of its products, course delivery, administration, and overall service quality.

Scope and Areas of Concern:

• The Academy has established a comprehensive process to address and resolve grievances in various areas, including but not limited to:
  • Academic Standards, Curriculum, and Courseware: Ensuring the academic content meets high standards of quality and relevance.
  • Behaviour and Discipline: Addressing concerns related to the conduct of students and staff.
  • Delivery of Course and Student Support Services: Improving the effectiveness of course delivery and the availability and quality of support services.
  • Facilities and Infrastructure: Ensuring that the physical and digital infrastructure meets the needs of students and staff.

Commitment to Addressing Grievances:

• Hitmaker Global Academy treats every grievance as a valuable opportunity for improvement. All complaints, whether they are verbal, written, or electronic (via email or fax), are taken seriously and documented meticulously.

Process for Handling Complaints:

• Upon receipt of a complaint or grievance, the Academy will:
  • Document the nature of the grievance or complaint.
  • Issue an interim acknowledgement to the complainant, confirming that the matter is under investigation.
  • Investigate the complaint in a thorough and timely manner.
  • Strive to resolve the issue effectively, keeping the complainant informed of progress and outcomes.

Transparency and Accountability:

• The Academy ensures transparency in its grievance handling process. It maintains records of all complaints and the steps taken to resolve them. This process is part of the Academy’s commitment to accountability and continuous improvement.

1. Informal Resolution of Complaints/Feedback at Hitmaker Global Academy

Approach to Informal Complaints and Feedback:

• Hitmaker Global Academy values the importance of promptly addressing minor concerns and feedback, which are often raised verbally. The Academy’s approach to informal resolution is designed to be swift and effective, preventing the need for escalation.

Procedure for Informal Resolution:

1. Initial Contact:
   • When a verbal complaint or feedback is received by the administrative staff of the respective department, it is initially classified as a minor issue.
2. Immediate Attention:
   • The staff member receiving the complaint will attempt to resolve the issue on the same day it is received. This may involve direct action or consultation with relevant colleagues.
3. Documentation:
   • While informal, the interaction and the nature of the complaint or feedback will be briefly documented for reference and quality improvement purposes.
4. Feedback to Complainant:
   • The complainant will be informed of the actions taken or the proposed solution to address their concern.

Timeframe for Resolution:

• The goal is to resolve informal complaints or feedback within 1 day from the time it is received.

Escalation Procedure:

• If the issue cannot be resolved informally within the stipulated timeframe, or if it is identified as a major problem, it will be escalated to a formal Complaint/Grievance or Written Complaint/Grievance process for a more detailed investigation and resolution.

Objective:

• • The objective of this informal resolution process is to provide a quick and effective response to minor issues, enhancing the overall experience of students and staff and maintaining a positive environment at Hitmaker Global Academy.

 

Formal Resolution of Complaints/Feedback at Hitmaker Global Academy

Initial Steps in Formal Resolution:

• If a complaint is not resolved on the same day (i.e., the complainant is dissatisfied with the informal resolution), the formal process is initiated when the complainant submits the Complaint/Feedback Form.
• An acknowledgment or initial response to the complaint/feedback will be provided within 3 days of its receipt.

Process of Formal Resolution:

1. Receipt of Formal Complaint:
   • Complaints received in hard copy (letter, fax) or soft copy (email) are directed to the relevant department for investigation.
2. Documentation and Forms Available:
   • Various forms for lodging complaints are accessible, including:
     • Student Evaluation Form (requestable from the school)
     • Customer Service Feedback Form (downloadable from the website)
     • Student Feedback Form (downloadable from the website)
     • Online Enquiries & Feedback (available on the Academy’s homepage)
3. Investigation Procedure:
   • The assigned staff member conducts a thorough investigation to establish the facts and submits a report to the management within 3 days.
4. Management Review:
   • Management reviews the report to ascertain the validity of the complaint and decides on the appropriate course of action.
5. Communication of Solution:
   • Within 7 days of receiving the complaint, management proposes a solution to the complainant for acceptance.

Follow-Up Actions:

• If the solution is accepted, the case is filed for record purposes. Where necessary, the Principal discusses the feedback/complaint with the management team to extract learning points and implement improvements.
• If the solution is rejected, the management reviews the case, considering any new findings, and offers an alternative solution within 21 days of receiving the grievance.

Escalation Beyond the Academy:

• If the student remains unsatisfied with the final solution, they can refer the complaint/grievance to the CPE Mediation Centre before considering legal action.

Timeframes for Formal Resolution:

• Acknowledgment of complaint/feedback: Within 3 days.
• Investigation and reporting back: Within 3 days.
• Notification of resolution by management/administrative staff: Within 7 days.
• Final decision communication if a review is requested: Within 7 days.
• Overall resolution timeframe: Within 21 working days.

Documentation and Review:

• • All feedback/complaints, including disputes and actions taken, are filed in the Complaint/Feedback File. This file includes information on the nature of complaints and the time taken for resolution.
  • The Academy uses this information as part of its internal review process for continuous improvement.

Information on CPE’s Mediation and Arbitration

Overview:

• Students seeking information about mediation and arbitration processes can refer to the Committee for Private Education (CPE) website: CPE Student Services.
• Additional details are available on the Mediation Website.

Initial Steps for Resolving Complaints:

• Students are first advised to address their complaints directly with their private education institution (PEI) to seek a prompt resolution.
• In cases where the issue remains unresolved, or if the student is dissatisfied with the outcome, they can approach the CPE Student Services Centre for assistance.

Types of Disputes for CPE Mediation-Arbitration Scheme:

• The CPE Mediation-Arbitration Scheme is designed to address various types of disputes, including:
  • Unsatisfactory services provided by PEIs.
  • Issues related to fee refunds.
  • Disciplinary matters.
  • Quality of courses and instructors.
• Students unsure about the suitability of their complaint for this scheme can receive advice from the Centre’s officers.

Assessment and Advice at the Student Services Centre:

• Officers at the Student Services Centre will:
  • Review the complaints submitted by students.
  • Provide guidance and advice on the best course of action.
  • Recommend resolution procedures based on the nature of the complaints.

Resolution Procedures:

• Depending on the specifics of each complaint, the officers may suggest various resolution methods, such as:
  • Direct negotiation with the PEI.
  • Mediation through the CPE.
  • Arbitration as a formal dispute resolution mechanism.

Encouraging Proactive Resolution:

• The CPE encourages students to actively engage in resolving disputes with their PEIs and offers support through its Mediation-Arbitration Scheme as a means to ensure fair and effective solutions.

Complaint	Recommended Course of Action
Private education institutions which have violated conditions of registration (e.g. misrepresentation or failure to honour contract terms)	The official investigation of the private education institution by an inspectorate team from the Committee for Private Education Unsatisfactory services
(e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates)	Stage 1: Mediation Stage 2: Arbitration
Fee refunds	Small Claims Tribunal (For amounts less than SGD$10, 000)

CPE Dispute Resolution Mechanism

Overview:

• The Committee for Private Education (CPE) offers a structured dispute resolution mechanism for students with grievances against private education institutions (PEIs). This mechanism is designed to handle various types of disputes, including fee refunds and other matters.

For Fee Refund Issues:

• For straightforward fee refund cases involving amounts less than $10,000, students can lodge their case with the Small Claims Tribunal.

Dispute Resolution Scheme:

• For other types of complaints, students can opt for the CPE’s appointed Dispute Resolution Scheme. This scheme is mandatory for PEIs under the Private Education Act and comprises two stages: Mediation and Arbitration.

Stage 1: Mediation

• Process:
  • Complaints are initially referred to the Singapore Mediation Centre (SMC).
  • Both parties, the student and the PEI, attempt to reach a settlement through mediation.
  • If a settlement is reached, a formal agreement is drafted, endorsed by the parties, and the dispute is resolved.
• Preparation:
  • Prior to mediation, both parties provide a summary of the case and relevant documents to the SMC.

Stage 2: Arbitration

• Next Step if Mediation Fails:
  • If mediation does not resolve the issue, the student can proceed to arbitration.
  • The Singapore Institute of Arbitrators (SIArb) oversees this stage.
• Procedure:
  • Arbitration involves a paper-based review, with hearings conducted if necessary.
  • The student initiates arbitration by submitting a request to SIArb.
  • Subsequently, the PEI submits their defence, followed by the student’s reply, each within 14 working days.
  • The arbitrator makes a decision, typically within 60 days for a documents-only case, or 90 days if a hearing is conducted.

Initiating the Dispute Resolution Process:

• Students wishing to start this process must fill out an application form at the CPE Student Services Centre, clearly stating the nature of the dispute.
• The application is forwarded to SMC, which coordinates with the student and the PEI to schedule mediation.

Objective:

• The CPE Dispute Resolution Mechanism aims to provide a fair and effective means for students to resolve disputes with PEIs, ensuring that students’ rights and interests are adequately protected.

 

POLICY FOR FORMAL RESOLUTION OF APPEALS AT HITMAKER GLOBAL ACADEMY

General Policy:

• Hitmaker Global Academy aims to complete the appellate process within 21 days of receiving an appeal. If extended investigation is necessary, the respective department in-charge will inform the appellant by letter.

TERMS & CONDITIONS

1. Appeal for Expulsion:

• Appeals must be made within 7 working days from the issuance of the Expulsion letter.
• Appeals require a written request with an Administrative fee of $100 (subject to change).
• All original supporting documents must be provided.
• Appeals may be allowed or declined; if declined, reasons will be provided.
• The decision by the Academic Board is final.

2. Appeal for Examination Result:

• Written requests for an assessment result appeal, accompanied by a $100 administrative fee (subject to change), are required.
• Grounds for appeal must be clearly stated.
• Appeals must be made within 7 working days of receiving the results.
• Appeals are reviewed by the second-marker and the Examination Board.
• Appeals may be allowed or declined; if declined, reasons will be provided.
• Examination materials are confidential and not returned to candidates.
• The decision by the Examination Board is final.

PROCEDURES

1. Appeal for Expulsion:

• Appeals require valid documentation evidence.
• The Academic Board reviews appeals on a case-by-case basis.
• Lack of evidence or valid reasons may result in appeal failure.
• Candidates are notified of the outcome in writing.
• Appeal charges are non-refundable.

2. Appeal for Examination Result:

• Appeals involve completing the Assessment Remark Application Form.
• Valid documentation evidence is required.
• The appeal must be accompanied by the appropriate payment.
• The appeal is reviewed within 7 working days of assignment results release.
• The outcome is communicated in writing.
• A full refund is provided if the grade increases after remarking.

Quality Assurance:

• Hitmaker Global Academy assures an administrative check of marks upon receiving an appeal for unsatisfactory results.

Informal Discussion:

• Initially, candidates can request an informal discussion with the tutor/marker.
• The tutor/marker will review and notify the appellant of the decision.
• The review includes ensuring correct procedures, mark addition, and accurate recording of results.

Formal Appeal Process:

• If unsatisfied, the candidate submits the Assessment Remark Application Form.
• The administrator undertakes an administrative check before re-marking.
• The outcome, along with an explanation, is communicated within 15 days.
• The Examination Board may be consulted for further review.

EXAMS EXTERNALLY DEVELOPED:

• • For external exams, the Academy submits appeals to the respective external exam bodies on behalf of the student.

Attendance Policy

General Requirements:

• Students must attend all scheduled classes and sign in for attendance themselves.
• Signing in on behalf of another student is strictly prohibited.
• Absences must be justified with a Medical Certificate (MC) or prior permission from the Academy.

International Students (Holding Student Pass):

• Minimum attendance requirement: 90%.
• Student Pass may be cancelled if attendance falls below 90%.
• Leave of absence must be applied for and supported by relevant documentation.
• Sick leave requires a medical certificate or a letter from parents/guardians (subject to approval).

Local Students (Not Holding Student Pass):

• Minimum attendance requirement: 75%.
• Attendance below the minimum may impact the issuance of certificates.
• SDF Funding recipients must inform the Academy in writing if missing more than two classes.

Attendance Warnings and Consequences:

1. First instance below 90%: Verbal warning.
2. Second instance: First written warning.
3. Third instance: Second written warning.
4. Fourth instance: Third written warning.
5. Fifth instance: Expulsion letter issued if attendance remains below 90%.

Award Criteria for Internally Developed Courses

Grading Scheme:

• Assessments are based on specified learning outcomes (LOs).
• Grades are determined by the majority standard of work submitted for each LO.
• In cases of no clear majority, the higher grade is awarded.

Grading Bands:

• 94-100%: Distinction* (High Distinction)
• 87-93%: Distinction
• 63-86%: Merit
• 50-62%: Pass
• Below 50%: Unclassified/Fail

Scoring System for Learning Outcomes (LOs):

• Distinction: 4 points per 30 GLH
• Merit: 3 points per 30 GLH
• Pass: 2 points per 30 GLH
• Example: A 90 GLH unit at Distinction is worth 12 points.

Programme Guided Learning Hours (GLH):

• Accelerated/Foundation Programme: 540 GLH
• Diploma: 720 GLH
• Advanced/Extended Diploma: 1080 GLH

Certification Requirements:

• Minimum 75% attendance.
• Pass grade in all module examinations.
• Successful completion of Industrial Attachment/Project Work with a minimum of 50% points.

Release of Internal Exam Results:

• Results will be released within 3 weeks after the examination.

Assessment and Award Regulations for External Exams:

• • Results/Certificates available within 3 months of the last assessment date.
  • For entry requirements, refer to the respective course details.