CareTech168 LLP uses an integrated approach to manage various complaints and grievances provided by participants and stakeholders. There are many platforms and avenues where participants and stakeholders can provide complaints and grievances to the CareTech168:

(1) Course Evaluation Form;
(2) CareTech168’s Email Address i.e. info@caretech168.com;
(3) Approach Training Manager for a discussion.

CareTech168 LLP shall communicate the Dispute Resolution procedures to its participants and stakeholders through the following channels: (1) CareTech168 website and (2) Pre-course Counselling.

For Participants who wish to provide any complaints or grievances to CareTech168 should adhere to the following procedure:

(1) Participants are to approach any Administrative Staff to request for a Course Evaluation Form;
(2) The Administrative Staff is to acknowledge the form received and hand over to Training Manager.

This should be done within 3 working days.

– Training Manager will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.
– Relevant parties will then propose a solution for the issue raised and the Administrative Staff will explain it clearly to the participants.
– The participant should acknowledge the situation within 14 working days, whether he / she accepts or is satisfied with the proposed solution.
– If the student is not satisfied with the proposed solution, he / she can escalate the matter up to the CEO. The respective person will investigate the case and take necessary actions to resolve it.
– If the participant is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC);

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

Note 1: As Feedback can be generic and / or positive, CareTech168 will have the discretion of the need to reply to participant. Note 2: If the process takes more than 21 working days to resolve, participant need to be informed of the reason, as to why it is so and justification needs to be provided by the CareTech168. Justifications need to be recorded on the under the Other Feedback section.

For any external stakeholders that wish to provide any complaints or grievances to the CareTech168, they can do so via the CareTech168’s official email i.e. info@caretech168.com. Any such e-mails received will be forwarded to CEO for necessary investigation and follow up actions.

CareTech168 aims to review all such complaints or grievances minimally once every 3 Years. A Complaints and Grievances Analysis Report will be prepared by the Training Manager and a copy of the Report will be forwarded to the CEO. They are to review any complaints and grievances received in the respective areas and provide recommendations to management on how to improve the CareTech168’s Policies and Processes to drive positive experiences to enhance overall participant’s or stakeholder’s satisfaction.