Complaint Resolution

We take every complaint seriously.

If PathPort has not met its commitments to you, we want to know. This page explains how to raise a complaint, what to expect, and where to go if you are not satisfied with our response.

How to raise a complaint

Contact PathPort directly

Email pathportsg@gmail.com with the subject line 'Formal Complaint' and include: your full name, application ID or invoice number, a clear description of the issue, what you have already tried, and what outcome you expect.

Receive acknowledgement

PathPort will acknowledge your complaint within one business day. You will receive a reference number and the name of the team member handling your case.

Investigation

PathPort will investigate the complaint. This may involve reviewing your application timeline, contacting the college, reviewing uploaded documents, or examining platform logs.

Resolution

PathPort will propose a resolution — a correction, a refund facilitation, a platform update, or a formal explanation of why your complaint could not be upheld. If you accept the resolution, the complaint is closed.

Escalation

If you are not satisfied with PathPort's resolution, you may escalate to external bodies (listed below). PathPort will cooperate fully with any investigation by a regulatory body.

Response timelines

AcknowledgementWithin 1 business day of receiving complaint

Initial response with investigation updateWithin 3 business days

Resolution or escalation noticeWithin 10 business days

Final responseWithin 21 business days (complex cases)

External escalation bodies

CPE (Committee for Private Education)

cpe.gov.sg

Complaints about EduTrust-certified private colleges — refund disputes, course delivery failures, misleading enrolment practices.

PDPC (Personal Data Protection Commission)

pdpc.gov.sg

Complaints about misuse of your personal data, failure to respond to PDPA access or correction requests, or data breaches.

Singapore Mediation Centre

mediation.com.sg

Disputes that cannot be resolved through direct negotiation. PathPort's Terms of Service specify Singapore Mediation Centre as the first step before litigation.

CASE (Consumers Association of Singapore)

case.org.sg

General consumer disputes where a financial loss has occurred and the parties cannot agree on a resolution.

Submit a complaint now

Email us with the subject line "Formal Complaint". Include your application ID and a clear description of the issue.

pathportsg@gmail.com