Feedback Process

At CSM Academy International, we are committed to providing a positive learning experience and place great importance on our students’ well-being, satisfaction, and continuous improvement. We welcome all feedback, suggestions, compliments, and complaints, as they help us enhance the quality of our programmes and services.

Students are encouraged to raise any concerns promptly with the Academy. Feedback or complaints may be submitted through the prescribed feedback or complaint channels, and the Academy will acknowledge and investigate all cases fairly, objectively, and confidentially.

Where possible, complaints will be resolved promptly. More complex cases will be investigated and resolved within twenty-one (21) working days, or such longer period as may be reasonably required. Students will be kept informed of the progress throughout the investigation process.

If a complaint cannot be resolved amicably through the Academy’s internal grievance procedures, both the student and CSM Academy International may refer the matter to the Singapore Mediation Centre (SMC) or the Singapore Institute of Arbitrators (SIArb), where applicable, or other relevant dispute resolution channels.

All feedback, complaints, and related information will be handled with the strictest confidence, in accordance with the College’s policies and applicable data protection requirements.