Policy Disputes or grievances may arise concerning any aspect of a student’s educational experience, including both academic and non-academic matters. For issues related to student discipline or academic concerns (e.g., appeals against results or expulsion), the relevant University or Kaplan Student Code of Conduct and its associated procedures will take precedence over this Dispute and Grievance Resolution Policy. Students must include their Full Name, Student ID, Contact Information, Intake Code, and Course Title in all communications. Anonymous complaints will not be considered and addressed. 3-Step Procedure Step 1 – If a dispute or grievance arises, students are encouraged to first address the issue directly with the responsible department. Alternatively, students can seek assistance from their Programme Management (PM) staff. Contact details for the Heads of Department are provided below. In many cases, grievances can be resolved at this initial stage, and the PM staff may arrange a meeting to facilitate a resolution. Foundation and Language Programmes Ms Evelyn Wu (DID: 6309 5759 | evelyn.wu@kaplan.com)  - Programme Director    Diploma, Bachelor’s & Master’s Degree Programmes Ms Cheng Siew Kiong (DID: 6496 5650 | siewkiong.cheng@kaplan.com)  - Senior Director, Student Services    Kaplan Financial Courses Ms Lorelle Koh (DID: 6309 5715 | lorelle.koh@kaplan.com)  - Head, Kaplan Financial   Step 2 – If the issue is not resolved through this direct interaction, students may submit their concerns via email to feedback.sg@kaplan.com. This email will be forwarded to the relevant department(s) for review. Kaplan Higher Education Academy aims to resolve all disputes or complaints within 7 working days. However, complex issues involving multiple parties may require additional time and may need to be escalated to the Vice-President of Operations or Deans.   Step 3 – If the dispute or grievance remains unresolved after completing the above steps, either party may escalate the matter to SkillsFuture Singapore (SSG). SSG may advise on further steps, which could include mediation through the SSG Mediation-Arbitration Scheme, referral to the Small Claims Tribunals (SCT), or seeking legal counsel.