Dispute Resolution Policy

EF International Language School has a documented close-loop feedback and complaint management system in place to gather and address all feedback/complaints received either from the public, staff or students (key stakeholders).

All complaints within the control of EF International Language School shall be resolved within 21 working days. This Policy and related materials and forms will be promoted to and readily accessible by staff and students, through the website, student and staff handbooks.

In the event that EF and the key stakeholder cannot come to an agreement / student does not accept the final decision of the Management, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

Below are the platforms and avenues where external stakeholders are able to provide feedback and complaints to the School:

• Feedback Form placed at reception for feedbacks/complaints   

•​ Approach School Director and/or Director of Studies (Face to Face feedback)   

•​ Through Atlantis Cases (Evaluation 1 to 3)   

•​ Student Satisfaction Survey  

•​ EF’s Email: singapore@ef.com 

Dispute Resolution Procedure

Step 1: Stakeholders submit feedback and complaints formally via the Feedback Form. This will be directed to the School Director who will acknowledge the feedback / complaints received within 3 working days and review and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary., and a solution will be proposed within 7 working days  
   
Step 2: The stakeholder should acknowledge the situation if he / she accepts or is satisfied with the proposed solution. If not satisfied with the proposed solution, he / she can escalate the matter up to the EF Sales Office in his/her home country. They will investigate the case and take necessary actions to resolve it. The stakeholder will be notified of the outcome and if he / she accepts it, will acknowledge this on the form and the case will be considered closed.  

​Step 3: If the stakeholder is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the Skills Future Singapore (SSG) Mediation-Arbitration Scheme for mediation/arbitration process to resolve the dispute.  

The entire process should not take more than 21 working days.

Appeal procedure

Any student wishing to appeal the results or marking of their tests or exams need to follow the following stages:   :

​Step 1 – Report (within 7 working days): The details of the complaint should be handed in to the relevant teacher. The teacher should then complete the Feedback Form and present it to the Director of Studies – who will review the appeal. The appeal must be done within 7 working days after receiving of results.   

​Step 2 - Meeting (Within 48 Hours): The Director of Studies will then meet with the student to discuss the appeal within 48 hours of their appeal being lodged. The student is free to involve another individual/ friend/ classmate in the meeting for translating purposes or moral support. This is to be documented in Atlantis Cases.   

​Step 3 - Proposed Solutions (within 48 hours): Within 48 hours of Step 2, the Director of Studies will present solutions to address or resolve the appeal. If the student feels satisfied with the proposed solution, then they will sign the Feedback Form. However, if the student feels the dispute is not being addressed in a satisfactory manner the student may then request further review by the School Director. Final outcome will be released within 48 hours upon review.   

The Examination Board must endorse the final decision of all appeals before the appeal results are released to the students.  ​