Feedback and Complaints
Feedback Management System – Complaints
ECTA has a process and procedure for students to give feedback or make complaints.
For this purpose, Feedback/Complaint Forms are made available outside Training Room 1.
Feedback and/or complaints may also be emailed to firstname.lastname@example.org by filing up the soft copy of the Feedback/Complaint Form in word format and returning it. Should students choose to give feedback and/or make complaints verbally, the investigating officer will complete the Feedback/Complaint Form accordingly.
ECTA will attend to all feedback and/or complaints and attempt to resolve issues within seven (7) working days. For feedback and/or complaints requiring urgent resolution, ECTA will attend to it within three (3) working days. Matters concerning personal safety will be attended to immediately.
If ECTA is unable to resolve a complaint amicably, the complainant may appeal in accordance with Swinburne University of Technology’s Reviews and Appeals Regulations, please visit:http://www.swinburne.edu.au/about/leadership-governance/policies-regulations/statutes-regulations/review-appeals/
If a complainant does not find the resolution proposed satisfactory, ECTA may refer the matter or person(s) concerned to CPE Student Services Centre (SSC) in which case the complainant may be invited to participate in a process described in the CPE Dispute Resolution Policy, found at: https://www.ssg.gov.sg/cpe/student-services/dispute-resolution.html
In accordance with CPE Mediation-Arbitration Scheme, the complainant may be referred to the Singapore Mediation Centre for mediation.
If the dispute is resolved, there will be a settlement agreement drawn up and endorsed by the respective parties.
If the dispute is not resolved through mediation, the dispute may be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators.
- The arbitration will be conducted via document submissions only and the arbitrator will publish a written award within 60 days from the commencement of the arbitration
- A hearing will be conducted only if a party specifically requests for a hearing and the appointed arbitrator determines that a physical hearing is necessary.
- If a hearing is held, the written award will be published within 90 days from the commencement of the arbitration.