Complaints, Refunds and Assessment Appeals Procedures
A-TECH HUB PTE LTD is committed to treating learners, employers, staff and other interested parties fairly and respectfully. We welcome feedback and will review complaints, refund requests and assessment appeals objectively, confidentially and without retaliation.
How to contact us: Submit the relevant form to the school administration counter or through the official contact channel displayed on our website. Please include your name, contact details, course name and supporting documents. The school will confirm the designated email address and contact details before publication.
1Complaints and feedback
Complaints may relate to course arrangements, trainer conduct, learning facilities, safety, administrative service, assessment administration or other training-related matters. Learners, employers, staff and interested parties may submit a written complaint using the Complaint from Interested Parties form. Verbal complaints will be documented by our administrative staff and confirmed with the complainant.
- Step 1 - Submission: Provide your name, NRIC/FIN where necessary for verification, telephone/email, course details, description of the issue, relevant dates and supporting evidence. You may also indicate your preferred resolution.
- Step 2 - Acknowledgement: Administration will acknowledge receipt within 2 working days and assign a case reference.
- Step 3 - Investigation: An appropriate staff member or manager who is not directly involved in the complaint will review relevant records and speak to the parties concerned. We aim to provide an initial written outcome within 7 working days of receiving complete information.
- Step 4 - Escalation and closure: If the complainant is dissatisfied, they may request a management review within 7 working days of the outcome. We aim to complete this review within 14 working days of escalation. Where additional time is required, we will explain the reason and provide an updated timeline. Outcomes and corrective actions will be recorded.
2Course withdrawal, cancellation and refund requests
Learners or sponsoring employers seeking a refund must submit a completed Request for Refund form in writing.
Include course name and start date, fee paid, payment receipt, reason for withdrawal, employer sponsorship details (if applicable), and supporting documents such as a medical certificate where relevant. For employer-paid bookings, refunds will ordinarily be made to the original paying party.
Proposed refund schedule for voluntary withdrawal (subject to management approval and any course-specific or funding requirements):
| Written notice received | Proposed refund of course fees paid |
|---|---|
| More than 14 calendar days before course start | 100%, less any clearly disclosed non-refundable administration fee |
| 7 to 14 calendar days before course start | 50% |
| Fewer than 7 calendar days before course start / no-show | No refund, unless an approved exception applies |
School cancellation: If A-TECH HUB cancels a course run and cannot deliver it, the learner or paying employer may choose an available replacement run or a full refund of course fees paid for the cancelled run. A change of lesson timing within an ongoing course is not automatically a cancellation.
Review and payment: We aim to acknowledge refund requests within 2 working days and notify applicants of the decision within 10 working days after receiving complete documents. Approved refunds will normally be processed within 30 calendar days of approval through an appropriate traceable payment method. Any deductions, funding adjustments or exceptions will be explained in writing before processing.
Important: Published course-specific terms, applicable funding rules and contractual commitments take precedence where legally required. A learner who has already commenced a course, failed an assessment or missed a session is not automatically entitled to a refund. Requests involving serious illness or exceptional circumstances may be reviewed individually.
3Assessment results appeal
A learner who believes that an assessment outcome or process was incorrect or unfair may submit the Request for Appeal form within 14 working days after the assessment result is communicated. Appeals should state the course, assessment date, assessor, result and specific grounds, with supporting evidence if available.
- Step 1 - Register: Administration acknowledges the appeal within 2 working days, verifies eligibility and advises whether a course-specific appeal fee applies. No appeal fee is charged unless it has been clearly published or communicated before payment.
- Step 2 - Independent review: An independent qualified assessor or authorised reviewer, not the original decision-maker where practicable, examines the assessment evidence, marking and process. An appeal is a review of the decision; it is not automatically a new assessment.
- Step 3 - Decision: The school aims to communicate the written appeal outcome within 14 working days after receipt of a complete application and any required payment. If further review or an external awarding-body decision is required, the learner will receive an updated timeline. Any change in result will be documented and approved by the authorised manager.
- Step 4 - Reassessment: Where permitted by the course or awarding-body rules, a learner assessed Not Yet Competent / Fail may separately apply for reassessment or re-enrolment. Availability, fees, maximum attempts and eligibility depend on the particular course. An appeal fee, if charged, will be refunded where the appeal is upheld, unless different mandatory awarding-body rules apply.
4Fairness, confidentiality and records
Personal information will be collected only as necessary to process the request and handled in accordance with applicable Singapore data protection requirements. Case records, decisions, correspondence, refunds and corrective actions will be retained according to the school's approved retention schedule and applicable regulatory requirements. Complaints or appeals will not affect a learner's treatment or assessment unfairly.
5Forms and further assistance
Forms available from the administration office: (1) Complaint from Interested Parties; (2) Request for Refund; (3) Request for Appeal. Staff and associates may use the Staff / Associate Feedback form for internal service improvement. If you require help completing a form, please approach our administrative team.