ISC Education Centre

1. Students’ grievance procedures & redress policies

Handling of Grievances

It is the objective of the Student Operation & Service to encourage the prompt resolution of grievances of students as they arise, and to provide recourse through established channels of formal feedback for student grievances to be addressed and resolved.

A student grievance may arise from any aspect of a student's educational experience at the school which they believe to be unfair, unjust or unreasonable. Student grievances can be made by submitting Student Feedback Form/Student Request Form to the relevant school staff.

A student seeking resolution of a grievance should follow the steps outlined below. These steps have been put in place to facilitate resolution of grievances with a minimum of delay.

Start of grievance

Discuss grievance with counselor within 5 working days of occurrence of the issue

Counselor responds within 3 working days

Student appeals to Principal if the response is not satisfactory

Principal responds within 5 working days, decision is final

Both parties shall refer to CPESSC if the dispute cannot be resolved

2. Refund Policy

The school's refund policy is as follows:

A. REFUND due to the School's non-performance circumstances

ISC shall inform the Student immediately within three (3) working days if

(i) ISC fails, for any reason, to commence the Course on the Course Commencement Date;

(ii) ISC terminates the Course, for any reason, prior to the Course Commencement Date;

(iii) ISC fails, for any reason, to complete the Course by the Course Completion Date;

(iv) ISC terminates the Course, for any reason, prior to Course Completion Date; or

(v) The Student's Pass application is rejected by Immigration and Checkpoint Authority (ICA).

ISC shall, within seven (7) working days of notifying the Student in writing of above circumstances

(i) to (iv), provide the Student with information and details of the alternative confirmed course arrangement to allow the Student to make timely and appropriate decision on the alternative arrangement.

Amount: ISC shall refund to the Student the entire amount of the Course Fees and any Miscellaneous fees payable

Time Frame for Refund: Refund made within 7 working days after notifying the student of the circumstances

B. REFUND due to Student's withdrawal:

Amount: The amount refunded is based on when the student's written notice of withdrawal is received, as indicated in the table below

% of [the aggregate amount of the fees paid under schedule 2.1 of Standard Student Contract	IF STUDENT'S WRITTEN NOTICE OF WITHDRAWAL IS RECEIVED
[80]	("Maximum Refund") More than [30] days before the Course Commencement Date
[50]	Before, but not more than [30] days before the Course Commencement Date
[25]	Before, but not more than [3] days after the Course Commencement Date
[10]	More than [3] days after the Course Commencement Date, but not more than [7] days after the Course Commencement Date
[0]	More than [7] days after the Course Commencement Date

Time Frame for Refund: Refund made within 7 working days from effective date of withdrawal (if this is different from date of receipt of notice).

Students have a 7 day cooling off period after signing the contract, during which they are entitled to get the maximum refund.

3.Refund Procedure

The school's refund procedure covers the following commonly occurring situations:

a. School's non-performance

b. ICA not approving the Student’sPass

c. Student changes his mind during the 7 day cooling off period

d. Student's withdrawal

e. Course deferment

The procedure for student initiated refund is as follows:

a. The student gives a written letter to the school requesting a refund with the
reasons.

b. The counter staff gives this letter to the Assistant Operations Manager for processing.

c. Assistant Operations Manager looks into the student's eligibility for a refund. He calculates the amount of refund and informs to the student showing the
breakdown of the refund. The student then signs an acknowledgement form. (Not applicable to students who are on 7-day cooling period.)

d. Assistant Operations Manager presents the case to Principal/CEO for approval.

e. After Principal/CEO has approved, Assistant Operations Manager writes to the escrow bank to return money to students. The school will then email a copy of the acknowledgment given by the escrow bank to the school. The escrow acct provider will refund the
money direct to the student.

The procedure for a school initiated refund (due to the school not performing / ICA
not approving the student pass, etc.) is as follows:
The Principal/CEO in consultation with the Assistant Operations Manager / Management Team decides not to run the course.

b. Upon receipt of written confirmation that the course will not run, Assistant Operations
Manager calculates the amount of refund due to the students and obtains
approval from Principal/CEO to give the refund.

c. After Principal/CEO has approved, Assistant Operations Manager writes to the escrow bankto return money to students. The school will then email a copy of the acknowledgmentgiven by the escrow bank to the school. The escrow bank will refund themoney direct to the student.

4.Transfer / Withdrawal / Deferment /Extension / Expulsion Policy

Transfer

A Transfer is defined as, student who has previously enrolled in another Institution in Singapore and applies for a transfer to the ISC, or a student transferring from one programme to another within the school.

It takes 7 working days for ISC to process an internal transfer. For International students under Student Pass, normally it takes around 4 weeks for the process to be completed by ICA.

Withdrawals (or Termination)
Withdrawal is defined as:
 To quit from current course in a pre-mature timing
 To transfer from current course in ISC to a course offered by another institution
Students who wish to withdraw (or terminate) from the programme shall adhere to the terms and conditions of refund, as stipulated in clauses 4.3.1.1

General Policies for Withdrawal
In the case of any withdrawal, a counselling session will be held between the student and the Institution's staff to understand the reasons for withdrawal and where appropriate to offer alternative programs to the student. The student makes the final decision on whether to remain in the Institution or to proceed with the withdrawal or transfer.
It takes maximally twenty-eight (28) days to process a withdrawal upon receipt of notice.

Deferment (Only applicable for local students)
A deferment is defined as a delay in programme completion due to factors such as serving of Military Service or other valid reason(s), as approved by the principal. All deferment requests shall be supported by official documentary evidence.
Students who wish to apply for deferment for the programme after commencement shall submit notice in writing. We shall not accept verbal notice given by the Student.
It takes approximately fourteen (14) working days to process a deferment upon receipt of notice.

Extension (Only applicable for international students holding student’s pass)
Student who is unable to complete the course within the scheduled amount of time may be given extension based on decision from Management.

Expulsion
The expulsion procedure is initiated when a student receives the third warning letter from school management. Cancellation of student’s pass is to be followed. Upon the receipt of the notification of cancellation of student’s pass from ICA, the subject student is officially expelled from school.

5.Exam appeal

i. Passing mark for all modules in all courses in ISC is 50%. Exam appeal is only allowed to students who scores between 45% and 49% of a particular module. Students who score below 45% can only request for re-exam.

ii. Students who fail their exam may submit an appeal for review of results or a request for re-exam using Exam Appeal & Re-Exam & Re-Module Form. This appeal/request must be submitted within 3 working days of the release of exam results, together with payment of the required fee if applicable. Submission after the given period will not be accepted. In case of exam appeal, the Assistant Operations Managercollects the Form and passes it to member of Examination Board, who subsequently obtains the response from the marker on the merit of the appeal. Examination Board will make decision based on the marker’s response. This should not take more than 7 working days, from the day the appeal was submitted to the Examination Board.

iii. The decision of Examination Board is to be communicated with Assistant Operations Manager who updates the record and informs student of the outcome of theappeal on the next day.

iv. At the meanwhile school will communicate with the student whose appeal is unsuccessful to take a re-exam with payment of a re-exam fee. If the student fails the re-exam he can be given another chance for a second re-exam. If the student fails the second re-exam, he is required to re-take the module and to make the necessary paymentincurred. School will have to release the re-exam result within three working days after the assessment. All dates of re-exam and re-module are to be discussed on case by case basis and should be scheduled within a reasonable timeframe.

6.Late submission of assignment

For certain modules as syllabus stipulated, students are required to submit assignment. Submission date for assignment is usually decided by lecturer and communicated to students and Examination Board. Late submission after this date will not be accepted in which may result in a failure in the total score of the module. In this case, students may request for re-submission using the Exam Appeal/Re-Exam/Re-Module/Re-Submission Form. Extra cost will incur as means to discourage late submission. School allows a period of 7 calendar days for re-submission. Any submission after this period will be considered as non-submission. In this case, student will have to re-take the module.