• ACE uses an online Inquiry and Feedback Form to collect all the inputs from the stakeholders including the prospective students, and external individuals and parties. The Institute Management System captures the inputs for the relevant ACE staff members to respond and follow up to resolve.

• ACE used its Feedback Management System in the aiming for efficiency and effectiveness to handle / resolve the feedback from all stakeholders (students, staff/lecturers, parents/guardians, and others) within 14 days (excluding grievance cases which will requires 21 days).

• Feedback case will be directed to the respective staff member for investigation and is responsible to review the feedback and recommend appropriate rectification action(s) (if necessary) for approval.

• If a valuable suggestion is received, the relevant Head of Department shall also evaluate and indicate whether recommend an award for the suggestion.


• ACE treats all complaints, disputes, and appeals as the important feedback. A Management Team member is assigned to manage such case.

• If the stakeholder (student) is not satisfied with the resolution, the Management Team member will assist the stakeholder to seek redress via:
a. SSG Mediation – Arbitration Scheme; or
b. The Small Claims Tribunals (SCT), for clear-cut fee refund issues of equivalent or less than S$20,000; or
c. The stakeholder’s own legal counsel.
(For amounts that exceed SGD$20,000 but are less than SGD$30,000, the claim can still proceed with SCT if both parties consent to it in writing.)

• The stakeholder could refer to the relevant webpage showing SSG’s Dispute Resolution. ACE shall cooperate fully with the SSG Mediation Centre or SCT in working towards a resolution.