Dispute Resolution System – Process & Timeline

Stage 1: Internal Complaint Handling

Process: Student files a complaint with the school through its internal feedback/complaint system.

Timeline: The PEI must resolve and reply within 21 working days.

If unresolved → proceed to Stage 2.

Stage 2: File Complaint with SSG

Handled by: SkillsFuture Singapore (SSG)

Process: If the student is unsatisfied with the school’s response, a complaint can be lodged with SSG.

Timeline: Typically, the case is referred to the Singapore Mediation Centre (SMC) within 5–10 working days.

If accepted → proceed to Stage 3.

Stage 3: Mediation by SMC

Handled by: Singapore Mediation Centre (SMC)

Process:

• Both student and PEI submit required documents.
• SMC arranges a mediator and schedules a mediation session.
• Mediation usually takes one day, but preparation and scheduling may take longer.

Timeline: Entire mediation process is generally completed within 30 days.

Outcomes:

• If successful → Settlement Agreement signed → Case closed.
• If unsuccessful → Proceed to arbitration (Stage 4).

Stage 4: Arbitration by SIArb

Handled by: Singapore Institute of Arbitrators (SIArb)

Process:

• Student files arbitration application.
• PEI submits defence (and counterclaim if any).
• Student may reply to counterclaim.
• Arbitrator decides whether to proceed on documents only or to hold a hearing.

Timeline:

• Documents only: Final award issued within 60 days.
• With hearing: Final award issued within 90 days.