Feedback and Dispute Resolution

Student Dispute Resolution Policy and Procedures

ERAU adopts an integrated approach, using formal and informal channels to manage various feedback, including student disputes provided by stakeholders (i.e., staff, students and the general public). There are many platforms, channels and avenues whereby stakeholders can voice their issues and/or provide constructive feedback to the school.

Students are encouraged to address any issues with the faculty or staff member on which the dispute/grievance is based. If unresolved, the student may electronically complete and submit feedback through the following channels:

• Feedback Box
• The online feedback form is accessed by scanning a feedback QR code posted in several places on campus.
• Emailing the Quality Assurance Department at asia.quality.assurance@erau.edu.

In the case of any complaints from students, ERAU’s Dispute Resolution Policy and Procedures will cover all students’ official complaints that it receives from any formal channels. These will be communicated to students and aligned with the Private Education Regulations.

All official complaints will be appropriately recorded and/or documented. Any correspondence (including actions taken) between ERAU and the complainant will be annexed as evidence. This ensures that any staff handling the case are kept aware of the progress/outcomes.

If the complainant's contact information is provided, the Quality Assurance Department will respond within three working days of receiving official feedback. All feedback must be resolved within 21 working days. The proposed solution to the feedback will take place within seven days, and the acknowledgment and response to the action taken (accept or do not accept action taken by ERAU) within 14 days. The issue will be escalated to the Vice Chancellor & Head of Asia if unresolved after 21 working days. The decision of the Vice Chancellor & Head of Asia is final.

If ERAU and the student cannot agree, ERAU will refer the student to the Singapore Mediation Centre or Singapore Institute of Arbitrators for mediation. All feedback and action taken will be recorded in the feedback management log. All feedback will be consolidated, analyzed and reviewed.