Search
Live Chat
Sn_Head
Newsletter

4.0 Student Protection and Support Services


4.1 Fee Collection Scheme


Fee Collection Procedure

  • The Institute shall ensure that all prospective students have been informed of the Fee Collection Procedure it has adopted.
  • Fee account shall be unique to the I Institute as an individual entity and account sharing with other related I Institute s (e.g. parent or sister company) is strictly prohibited.
  • Fees shall be applicable to all students (regardless of nationality and the type of passes, i.e. dependents pass, students pass, work permit etc).

Implementation of Fees Collection Procedure

  • The Institute shall have procedures to inform students (in native languages if necessary) on the operational details of the Fees Collection Procedure.
  • Should the Institute offer any discount to the published course fee, the discount amount shall be clearly documented in the student contract.
  • The Institute shall have an updated database to ensure that all its recruited students Fee Collections and Payables are updated.
  • The Institute shall be responsible to submit Fees collection data data to MT fortnightly in a MT directed format.
  • Both hard and/or soft copies of students Fees collected data shall be furnished immediately as and when instructed by MT (in addition to the fortnightly updates). MT reserves the right to conduct any ad-hoc inspection of the Fee collection database without giving any advance notification.
  • As the student contract is binding between the students and the INSTITUTE, students shall not be allowed to pay any fee directly to other parties (including partner organisations) other than the Institutes bank.
  • The Institute shall update MT within 3 working days when
    • a student transfers course of study; or
    • a student withdraws from course of study (termination or pre-mature school leaver); or
    • student fee protection status is affected other than the circumstances listed above.
  • The Institute shall not collect fee beyond 12 months.
  • The Institute shall regularly review the Fee collection data implementation procedures, for continual improvement to ensure that there is no lapse in the Fee collection data, at least once a year, during management review.

Fee Payable

  • The Institute shall declare any miscellaneous fee payable in the student contract (if possible also in the website) for the purpose of transparency in fee chargeable for all its services.
  • If the Institute accepts payment in foreign currencies, then it shall inform the student of the exchange rate it is charging if the Institute intends to charge a different rate as compared to the rate quoted by its bank.
  • Any administrative charge for accepting foreign currencies shall also be told to the students in advance.
  • Fee payment schedule and payment methods (e.g. cheque, cash, credit card etc) shall be communicated to students in a timely manner, using external communication channels.

Receipt

  • The Institute shall issue original receipt (with comprehensive information) as acknowledgement for every payment made by the students.
  • Receipt shall contain the following information:
    • Institutes name (as reflected in student contract);
    • Students name and identity no.;
    • Payment intention;
    • Date of payment;
    • Course identification no. (including the name of college/institution/university awarding the qualification if applicable);
    • Payment amount;
    • Name and signature of staff collecting the money and issuing the receipt;
    • Receipt no.;
    • Outstanding amount (where applicable);
    • Tax amount (where applicable);
    • Insurance policy no. (where applicable); and
    • Any other information that the Institute deems necessary (e.g. refund policy).
  • The Institute shall retain the duplicate copy (softcopy or hardcopy) of all receipts issued for audit purposes. The duplicate receipts must be easy to retrieve for audit purposes.
  • The Institute shall archive receipts in hardcopy or softcopy format. Receipts can only be discarded after a student has graduated or after the minimum period stipulated by relevant authorities or any other government agency whichever is later.
  • The Institute shall regularly review its practices in issuing receipts, for continual improvement, at least once a year, during management review.

4.2 Student Contract


Student Contract

  • Institute shall sign the standard student contract (with a unique no.) with the student during admission.
  • In the event that the Institute decides to amend the standard student contract, the Institute shall justify the changes made and obtain written approval from MT before using the amended student contract. Changes shall be approved by the Institutes lawyers before submission to MT. MT reserves the right to reject such applications if proposed amendments are deemed disadvantageous to the students.
  • Should there be a need for the contract to be made available in other native languages (other than those provided by MT), the translation shall be performed by a qualified interpreter and approved by the Institutes lawyers to ensure that the intent of the contract is not compromised during the translation.
  • Contract shall indicate the detailed breakdown of total fee payable by the student together with payment schedule (i.e. exact date due).
  • Contract shall indicate any special conditions or agreements that the Institute has mutually agreed with the students at the point of recruitment.
  • This shall include any fee that may or may not be refunded when the contract is terminated.

Procedures for Executing the Student Contract

  • Institute shall have procedures to execute the student contract.
  • The procedures shall include, but are not limited to, the following:
    • Allowing maximum refund (as stipulated by the Institute) within 7 days (minimum) after signing the contract;
    • Ensuring that the contract is signed before any payment is made (except for agent commission and application fee);
    • Signing 2 original copies of the contract. (1 copy must be given to the student immediately after signing and 1 copy will be kept by the Institute);
    • Signing a new contract when a transfer request is approved;
    • Ensuring each contract is valid only for admission to one course; and
    • Ensuring that both the Institute and the student acknowledge any amendment made in the contract, otherwise, no amendments are allowed.
  • Institute shall ensure that the contract clauses are clearly explained (in native language if necessary) to all prospective students before the contract is signed.
  • All original copies of the student contracts shall be kept in the students portfolios until the students have collected their graduation certificates. After which, the Institute shall keep them in softcopies.
  • Institute shall regularly review the contract execution procedures, for continual improvement, at least once a year, during management review.

4.3 Refund Process


Refund Policy

  • Institute shall have a fair and reasonable refund policy for any payment made.
  • The refund policy shall include, but is not limited to, the following:
    • Time taken to process refund request (must not be more than 7 days);
    • Any refund condition (if application);
    • Any non-refundable fee paid (if applicable);
    • Status of fee paid should any course be cancelled. The Institute must state the conditions under which a course may be cancelled;
    • When transfer/withdrawal application is approved; etc.
  • The refund policy shall be clearly communicated to all its students via the website, student contract and student handbook.
  • The refund policy shall be clearly explained to all students and prospective students. The policy should also be available in students native languages where applicable.
  • Institute shall regularly review the refund policy to ensure that it remains fair to the students.

Refund Procedures

  • Institute shall have refund procedures which are aligned with the refund policy to execute any refund request. If the refund policy differs for different types of payments or different modes of payment, then there shall be clearly differentiated procedures.
  • The procedures shall be clearly communicated to the students via the website and student handbook.
  • Refund records (may be in softcopy) shall be accurate and up-to-date.
  • Records shall be kept according to financial guidelines and are easy to retrieve for audit purposes.
  • Relevant staff shall be conversant with the refund procedures and demonstrate strict adherence.
  • Institute shall regularly review the refund procedures, for continual improvement, at least once a year, during management review.

4.4 Transfer / Withdrawal Process


Transfer / Withdrawal Policy

  • Institute shall have a fair and reasonable transfer and/or withdrawal policy.
  • The transfer/withdrawal policy shall include, but is not limited to, the following:
    • Circumstances in which a transfer/withdrawal application will be granted;
    • Any additional fee payable;
    • Status of students pass for international student (where applicable);
    • Conditions for refund of any fee paid;
    • A reasonable time frame (not more than 4 weeks) for assessing and replying to any request for transfer/withdrawal; etc.
  • The transfer and/or withdrawal policy shall be clearly communicated to all its students via the website and student handbook.
  • Institute shall clearly explain the implication of the status of the students pass if international students withdraw from the school or are forced to withdraw from the school (e.g. caught for breaking Indias law).
  • Institute shall regularly review and update the transfer / withdrawal policy to ensure that it remains fair to the students.

Transfer / Withdrawal Procedures

  • Institute shall have procedures which are aligned with the transfer/withdrawal policy to execute any transfer/withdrawal application.
  • The procedures shall include, but are not limited to, the following:
    • Issuing a formal letter to the student to reject the application or to effect the transfer/withdrawal. For students below the age of 18, the Institute shall seek approval from the students parents/guardians before approving the application;
    • Informing Immigration of any change in students status that may affect the students pass issued (e.g. cancellation of students pass for withdrawal case, transfer to a course with a shorter duration, etc);
    • Terminating existing student contract and signing new student contract (for transfer of course);
    • Coordinating with FC for any refund. Such refunds should be given back to the students within the stipulated period (Clause 4.3.1);
    • Issuing past attendance records to students who are enrolling in another course in another Institute, etc.
  • The procedures shall be clearly communicated (in website and student handbook) to the students.
  • Institute shall maintain up-to-date transfer/withdraw records. Records must be kept (may be in soft copy) for at least 3 years and are easy to retrieve for audit purposes.
  • Institute shall inform relevant government agencies (e.g. Immigration, MT) and other relevant parties promptly for all withdrawal cases.
  • Relevant staff shall be conversant with the transfer/withdrawal policy and procedures and demonstrate strict adherence.
  • Institute shall regularly review the transfer/withdrawal procedures, for continual improvement, at least once a year, during management review.

4.5 Student Support Services


Provision of Student Support Services

  • Institute shall have a system to provide comprehensive student support services that meet the needs of the students.
  • Compulsory student support services shall be provided by the Institute for all its students:
    • Medical insurance coverage for hospitalisation and related medical treatment for the entire course duration.
    • Exemption for students if they are already covered by their own medical insurance plan. ii. Orientation programme for all newly-enrolled students to:disseminate and reiterate important course information and other information (clause 3.2 (k));
    • inform students of their rights (this shall include internal and external grievance and dispute resolution procedures, fee protection scheme inform students of course deferment/extension criteria and procedures, suspension and expulsion conditions; and
  • Other student support services that shall be provided by the Institute:
    • Assistance to international students to help them to adapt to the local environment or seek other support services. For example, general or specialist health services (physiological, dental, mental), drug/alcohol abuse education, problem gambling, sexuality education etc.;
    • Advice or services on accommodation options for international students;
    • Close collaboration with guardians for students not exceeding 16 years of age; and
    • Career guidance programmes to assist students to proceed to higher education.
  • Facilities and programmes that the Institute may provide for their students to enrich their educational experience:
    • Recreation facilities;
    • Library;
    • Study areas;
    • Food and beverage (canteen, vending machines etc);
    • Wireless Internet connection or computer room;
    • Health promotion programmes;
    • Financial assistance scheme;
    • Assistance to disadvantage students (e.g. those with physical and/or learning disabilities); and
    • Academic assistance to students (e.g. language programmes, extra classes).
  • Minimum features/coverage for medical insurance (may be group or individual):
    • Annual limit not less than S$110,000.00 per student;
    • At least B2 ward (in government and restructured hospitals); and
    • 24 hours coverage in India and overseas (if student is involved in school-related activities).
  • Students shall be given an original copy of the medical insurance policy stating clearly the policys terms and conditions, the claim procedure, any exclusion, etc.
  • The list of up-to-date student support services shall be communicated (student handbook or website) to students.
  • Institute shall ensure that staff appointed to provide the student support services are adequately and appropriately trained.
  • Institute shall have facilities and/or programmes to enrich the students educational experiences and develop them holistically so that they become socially responsible people. For example, community involvement programmes, leadership programmes etc.
  • Institute shall regularly evaluate the support services provided to ensure high standards of service.
  • Institute shall regularly review (scope, suitability, quality, effectiveness) the support services provided, for continual improvement using students feedback data, at least once a year, during management review.

Counselling and Advice

  • Institute shall provide comprehensive pre-course and pastoral counselling services for all its students (see Operations Manual clause 4.5.2 on counselling (pre-course and pastoral) framework).
  • Course counselling services shall include:
    • Assessing prospective students educational needs based on their proficiencies;
    • Providing appropriate guidance and advice on the suitability of the courses available;
    • Providing career guidance relating to the courses available; etc. For pre-course counselling requirements, refer to clause 3.2 .
  • Pastoral counselling services shall include:
    • Providing emotional support for students to help them cope with mental stress relating to a new environment or course demands;
    • Implementing programmes to create a culture and climate of care, trust and friendliness that encourage student attendance and involvement; etc.
  • Course syllabi and module synopsis shall be easily accessible for prospective students to make informed choices before application.
  • Institute shall provide adequate training for all course counsellors to ensure that they provide prospective students with good guidance.
  • Staff providing pastoral counselling shall have professional qualification, otherwise the Institute shall provide adequate formal training. Institute shall regularly evaluate and review the counselling and advice services, for continual improvement to ensure high standards of services, at least once a year, during management review.

Our Partners
Events
Events
Events