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3.0 External Recruitment Agents


3.1 Selection of Agents


Selection of Process

  • The Institute shall have criteria to select potential agents.
  • The evaluation criteria for recruitment agents shall include:
    • Track records (competent);
    • Job references (reputable);
    • Having proper business outfits;
    • Authorisation by respective government to do recruitment or links to local authorities; and
    • Students satisfaction and feedback records; etc.
  • The evaluation criteria shall also be used to evaluate the agents before renewing the contracts (Criterion 3.2).
  • The Institute shall have a procedure to evaluate potential agents before they are approved by the management team.
  • The Institute shall maintain an up-to-date agent list.
  • The agent list shall include:
    • The countries in which the agents recruit students and/or perform marketing roles; and
    • Expiry date of their contract.
  • The Institute shall publish the up-to-date agent list on its official website. Agents who have terminated their contract with the Institute must also be published (for at least 3 months immediately stating the effective date of non-representation).
  • The Institute shall regularly review the selection criteria and evaluation process, for continual improvement, at least once a year, during management review.

3.2 Management of Agents


Management of Agents

  • The Institute shall sign renewable contracts with its agents.
  • The Institute shall ensure that the purpose of a contractual relationship with its agents is to protect the Institute's interests and reputation.
  • The content of the contract shall minimally cover the following areas:
    • Contract period, which should not be more than one year;
    • Roles and responsibilities and service performance indicator(s);
    • Terms and conditions of engagement, including strict adherence to the code of conduct;
    • Conditions of termination;
    • Any fee or commission payable (if applicable) to the agent by the students;
    • Action(s) by the Institute for breaching of contract terms;
    • Relevant India laws and regulations to ensure that overseas agents comply with such laws and regulations so that they do not provide inaccurate information to any prospective student, etc.
  • The Institute shall bear any administrative or commission fee due to the agent and not the prospective students.
  • The Institute shall have a code of conduct for its agents.
  • The contract, together with the code of conduct, shall set the expectations that all agents shall abide by.
  • The Institute shall have a code of conduct for its agents.
  • The contract, together with the code of conduct, shall set the expectations that all agents shall abide by.
  • The code of conduct shall also be applicable to any staff or person engaged by the Institute to recruit students on its behalf.
  • The code of conduct shall cover the following basic areas:
    • Agents must not contravene any expectation stated in the contract;
    • Agents must not be engaged in any unethical practice such as making claims, warranties, representations or statements which may be false, untrue, ambiguous, misleading, inaccurate or fraudulent;
    • Agents must be aware of relevant India laws and regulations of any government agency and do not go against these laws and regulations;
    • Agents must apply principles of fair trading when recruiting students and must not engage in high-pressure sales, bait and switch advertising or similar unfair practices;
    • Agents must not be negligent, careless or incompetent such that they compromise the integrity of the Institute and Singapores reputation;
    • Agents must follow the Institutes procedure to clarify any doubt; and
    • Any other information deemed necessary by the Institute.
  • The Institute shall provide adequate and appropriate training for its agents. All training materials and attendance list must be easy to retrieve for audit purposes.
  • The Institute shall provide adequate training (or briefing) for its agents. The purpose of the training is to enable the agents to provide high quality pre-course counselling service for prospective students. The training shall be conducted with 2-way communication to enable the agents to clarify any doubt with the Institute. If necessary, the training shall also be conducted in the native language of the agents to ensure better clarity and avoid misunderstanding.
    • In pre-course counselling (Clause 4.5.2) for prospective students, agents shall cover minimally the following up-to-date information
    • Schools location(s) and a general description of the facilities and infrastructures
    • Application requirements and procedures;
    • Course counselling (Clause 4.5.2) to match the aspirations of the prospective students with the course learning outcomes;
    • Course counselling (Clause 4.5.2) to match the aspirations of the prospective students with the course learning outcomes;
    • Type of certification awarded at the end of the course (certificate / diploma / advance diploma / degree / master / PhD etc);
    • Opportunities for further education after graduation or job prospect after graduation;
    • Total payable fee throughout the course duration. Fee must be transparent so that there are no hidden costs;
    • Fee Collection Procedure adopted by the school (Clause 4.1.1), payment methods and schedule;
    • Student contract (Clause 4.2.1) clauses;
    • Refund policy (Clause 4.3.1);
    • Transfer and withdrawal policy (Clause 4.4.1);
    • Students support services (Clause 4.5);
    • Course admission requirements (Clause 5.1.1) and any exemption (if applicable);
    • Course modules and outlines (Clause 5.1.1);
    • Course duration and assessment schedules (Clause 5.1.1);
    • Promotion and award criteria, including any special condition (Clause 5.1.1);
  • For international students, additional information shall be provided for the following areas:
    • Relevant India laws especially those relating to Immigration and Ministry of Manpower (MOM). This include, but are not limited to, immigration requirements, laws on driving, drugs and alcohol abuse, employment, smoking, traffic and littering;
    • Visa and students pass application requirements and procedures;
    • Advice on personal and medical insurance;
    • Advice on accommodation and the cost of living;
    • General healthcare services in India; and
    • English language proficiency requirement (if applicable).
  • The Institute shall include the above information in relevant marketing collaterals for course recruitment. For international students, if necessary, agents shall provide the above information in native languages of prospective students for better clarity.
  • The Institute shall have a procedure to update its agents of any changes made to its courses, admission criteria, etc in a timely manner so that they are well informed to avoid any misrepresentation by the agents.
  • The Institute shall regularly review and update the roles of the agents to ensure relevance.
  • The Institute shall regularly review its agent management practices (contract, code of conduct, training, communication channel), for continual improvement, at least once a year, during management review.

Academic Resource Management

  • The Institute shall have a system to plan, manage, monitor and review its academic resources (textbooks, reference books, teaching aids etc) to support its academic programmes.
  • The Institute shall ensure that academic resources are adequate, relevant, effectively utilised and easily accessible to meet the needs of academic staff and students.
  • The Institute shall regularly review its academic resources and academic resource management system, for continual improvement at least once a year, during management review.

Environment Management

  • The Institute shall have a comprehensive environment management system to provide a conducive environment for teaching and learning and at the same time meet the needs of students and staff.
  • A comprehensive environment management system shall comprise, but not limited to, the following major areas:
    • Environmental goals for the organisation;
    • Processes to ensure a clean and green environment (e.g. regular cleaning,recycling efforts that involve students and staff),
    • Processes to ensure a healthy environment (e.g. no smoking policy, mosquito fuming, pest control, first aid facilities, health talks and health check-ups);
    • Processes to ensure a safe environment (e.g. fire drill exercise, unblocked fire exits, display of fire escape route);
    • Processes to ensure a secure environment (e.g. security system); etc.
  • The Institute shall meet health and safety requirements of any government agency.
  • The Institute shall regular review the environment management system, for continual improvement, at least once a year, during management review.

3.3 Monitoring of Agents


Monitoring of Agents

  • The Institute shall have a comprehensive monitoring process for all engaged recruitment agents to ensure that they conduct proper pre-course counselling and abide by the code of conduct.
  • The Institute shall be fully responsible for the actions and service qualities of its agents and thus it shall have a comprehensive monitoring process to
    • Ensure that the agents do not collect any money from the students under any circumstance (other than the fee or commission specified in the agent contract);
    • Ensure that any new agent is adequately trained so that the agent has a sound knowledge of the Institute and the course information; and
    • Ensure that there is strict adherence by the agents to the code of conduct during precourse counselling for students, for example, through the use of mystery shopper.
    :
  • The Institute shall have procedures to verify that agents have conducted proper precourse counselling for all prospective students. This shall include collating feedback from enrolled students.
  • The Institute shall have procedures to take appropriate, timely and necessary actions (including terminating the contract) when any agent violates the contractual agreements and/or code of conduct.
  • The Institute shall have a process to evaluate the performance and effectiveness of all agents before renewing their contracts.
  • The Institute shall have a procedure to vet and approve any promotion material and advertisement by the agents on its behalf so that the information is truthful and does not include any misleading or malicious comments.
  • The Institute shall regularly review its monitoring and evaluation processes, for continual improvement, at least once a year, during management review.

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