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Dispute Resolution Policy

SHATEC adopts a straightforward feedback system designed to acknowledge students’ views and where necessary resolve differences as fairly and expeditiously as possible (See Figure A for the Dispute Resolution Process).

Upon receipt of your request or complaint, Student Support Services will provide an acknowledgment response within 7 working days. Depending on the nature of the issue, you should receive a formal resolution of your complaint from SHATEC within 21 working days. The stages of the dispute resolution are as follows:

Discussing with Trainer
At the onset, a student should attempt to resolve the grievance informally by discussing the issue with the trainer.

Approaching Student Support Services
In the event that the trainer is unable to resolve the grievance, a student may approach or contact Student Support Services via email studentservices@shatec.sg, phone @ 64153547 or fill up an enquiry form provided at the reception to highlight their dispute. Student Support Services will direct the feedback to the Head of Departments (HODs) concerned and attempt to resolve the issue.

Escalation to Chief Executive
In the event that Student Support Services is unable to resolve the grievance, the issue will be brought to the Chief Executive (CE). CE, in consultation with HODs/senior management, will decide on an appropriate course of action.

Escalation to an external body – Council of Private Education (CPE) Student Services Centre
If the matter remains unresolved or the student is unsatisfied with the outcome, students may approach the CPE Student Services Centre for assistance.

At the Student Services Centre, CPE staff will review the complaints and provide the appropriate advice. Depending on the type of complaints, a set of resolution procedures will be recommended by CPE.

Complaint Recommended Course of Action
Private education institutions which have violated conditions of registration (e.g. misrepresentation or failure to honour contract terms) Official investigation of the private education institution by an inspectorate team from the Council for Private Education
Unsatisfactory services
(e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates)		 Stage 1: Mediation
Stage 2: Arbitration
Fee refunds Small Claims Tribunal
(For amounts less than SGD$10,000)

Source: www.cpe.gov.sg/for-students/i-need-help-or-advice

Escalation to Singapore Mediation Centre
The issue will be brought to the attention of the Singapore Mediation Centre if the student is still not satisfied with the actions of SHATEC.

Escalation to Singapore Institutes of Arbitration
Singapore Institute of Arbitration will dictate the course of action between the student and SHATEC.

Figure A: Dispute Resolution Process
Shatec Singapore Feedback Channels and Procedures