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 info@ecta.edu.sg 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.
Dispute Policy
Intervention 1:
If ECTA is unable to resolve a complaint amicably, the complainant may appeal in accordance with Flinders University’s Student Complaints and Appeals process, described within the following university pages:
Student Complaints and Appeals Webpage
https://students.flinders.edu.au/feedback-rights-policy/complaints-and-appeals
Flinders’ Student Complaints Policy
Flinders’ Student Complaints Procedure
Intervention 2:
If a complainant does not find the resolution proposed satisfactory, ECTA may refer the matter or person(s) concerned to SSG in which case the complainant may be invited to participate in a process described in the SSG Dispute Resolution Policy, found at https://www.skillsfuture.gov.sg/pei/dispute-resolution
Intervention 3:
In accordance with SSG 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.
Intervention 4:
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.
