Feedback and Complaints

Feedback Options Available to Students

Students have access to both informal and formal processes to provide feedback.

  • Feedback on quality of course and lecturer, service standards and room facilities

    At the completion of all subjects, students are required to provide feedback on the lecturer and the completed subject. Any issues identified by Student Services and Academic staff in their analysis of the results will be taken up by the appropriate staff member for resolution.
  • Suggestion box

    There are suggestion boxes located within ECTA for feedback and ideas for improvement. All feedback will be reviewed and considered by the CEO / Clinical & Academic Director and subsequently handed over to the appropriate member of management for comment and action where appropriate.
  • Approach Student Services staff

    All students are free to approach any Student Services staff at any time to provide feedback on issues of concern. The staff member who receives any such information will either resolve the issue personally or where appropriate pass on the information received to the relevant member of management for follow up.

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 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

If ECTA is unable to resolve a complaint amicably, it may refer the matter or person(s) concerned to CPE Student Services Centre (SSC)

If a complainant does not find the resolution proposed satisfactory, ECTA may refer the case for mediation at the Singapore Mediation Centre, in accordance with CPE Mediation-Arbitration Scheme. 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.

For CPE Dispute Resolution Policy, please visit:

For Swinburne University of Technology's Reviews and Appeals Regulations, please visit: