CaseTrust for Education

 

Student Protection Scheme

Policies on services Guarantees

Refund Policy

Transfer/Withdrawal Policy

Student Grievance Procedure

Others

Confidentiality

 

[ Student Protection Scheme ]

 

Ivy Education Centre's Undertaking to have Student Protection Scheme

 

Ivy Education Centre herby confirms and undertakes to oversea Student that it has in place a Student Protection Scheme as stipulated by the Consumers Association of Singapore(CASE)(the "SPS") by the way of a Student Tuition Fee Account (ESCROW).

 

Student Protection Scheme

The Student Protection Scheme (SPS) serves to protect the students' fees in the event a PEO is unable to continue operations due to insolvency, and /or regulatory closure. Furthermore, the SPS protects the student if the PEO fails to pay penalties or return fees to the student arising from judgements made against it by the Singapore courts. There are two schemes under SPS - Student Tuition Fee Account (Escrow) or Student Tuition Fee Insurance (STFI).

 

CaseTrust

The CaseTrust for Education scheme has been customised specifically by CASE for the education industry in Singapore. The scheme will enhance the confidence of international students and their parents in the quality of education in Singapore.

 

The regulatory framework focuses on building trustworthiness, professionalism, as well as business and academic excellence.   It has two tiers – first, an essential or mandatory tier, which requires Private Schools to ensure high quality student welfare practices and standards and gives Private Schools the right to enrol international students. Second, a voluntary tier, tied to privileges, is focused on enhancing business and academic excellence. CaseTrust for Education is part of the essential tier under the regulatory framework.

 

 

 

 

[ Policies on services Guarantees ]

 

We Provide the following service guarantees for our courses.

 

All courses are approved by MOE.

All courses shall commence on the scheduled date as stated in our students’ handbook or communication material that are prominently displayed in our premises. If there should be unavoidable delay in the commencement date, we shall give advance notice of  7 days.

The award of Certifications for the respective courses will be awarded to students on attaining the required proficiency level and who have at least 90% classroom attendance.

We make careful assessment of the students’ needs and proficiencies in matching with the courses offered at our school by setting entry requirements to ascertain their suitability. Students are assigned to appropriate courses according to their age. Specific information about age requirement can be found on our website.

Our teachers have the required experience, qualifications and competency to conduct the courses.

The total hours of teaching instruction shall adhere to the time- table provided to all students on enrolment.

We give an appropriate refund of tuition fees/non-tuition, depending on their circumstances and merits in accordance with the Agreement entered with the student.

We have procedures to deal with any student’s grievance and complaints and undertake to resolve them within the maximum period of 14 days.

We shall provide to the best of our ability, a conducive learning environment with the necessary support staff to enable our student's full attention in their studies.

 

 

 

 

[ Refund Policy ]

 

Withdrawal for Cause:

 

In the event that:

 

Ivy Education Centre is unable to commence the Course on the Commencement Date;

Ivy Education Centre is unable to complete the Course by the Completion Date;

Ivy Education Centre terminates the Course for any reason prior to the completion of the Course; or

Ivy Education Centre is in material breach of its obligation under the Student Contract Agreement

the entire amount of the Tuition Fees and Additional Fees plus Security Deposit (less any applicable bank/insurance administrative charges) are fully refundable within 14 working days after receiving the Student’s notice of withdrawal.

 

 

Withdrawal Without Cause and Refunds:

 

Where the students withdraw from the Course for any reason other than the above mentioned, Ivy Education Centre shall, within 14 working days after receiving the Student’s written notice of withdrawal refund to the Student the sum of:

 

100% of the aggregate amount of the Course Fees and Additional Fess paid and the entire amount (100%) of the Security Deposit (less any payment owed by the Student) where the Student’s written notice of withdrawal is given more than 30 days prior to the Commencement Date;

90% of the aggregate amount of the Course Fees and Additional Fess paid and the entire amount (100%) of the Security Deposit (less any payment owed by the Student) where the Student’s written notice of withdrawal is given prior, but not more than 3 days prior to the Commencement  Date;

50% of the aggregate amount of the Course Fees and Additional Fees paid and the entire amount (100%) of the Security Deposit (less any payment owed by the Student) where the Student’s written notice is given after, but not more than 30 days after the Commencement Date.

0% of the aggregate amount of the Course Fees and Additional Fess paid and the entire amount (100%) of the Security Deposit (less any payment owed by the Student) where the Student’s written notice of withdrawal is given more than 30 days after the Commencement Date, unless the withdrawal is due to the participant’s illness or disability, in which case a partial refund of fees may be made on receipt of adequate documentary evidence in support of any application for a refund.

less any applicable bank/insurance/Ivy Education Centre administrative charges.

 

 

REFUND OF SECURITIES DEPOSIT

 

The Security Deposit shall, within 14 days of the Completion Date or earlier termination of the Student’s enrolment at Ivy Education Centre, be repaid in full (without interest) to the Student Provided however that Ivy Education Centre shall be entitled to deduct all or a part thereof to set off any payment then owing by the Student to Ivy Education Centre.

 

 

 

 

 

[ Transfer/Withdrawal Policy ]

 

Deemed Withdrawal (Transfer):

 

A Student who transfers from the Course to another course with Ivy Education Centre shall be deemed to have withdrawn from the Course and the provisions of “Withdrawal Without Cause and Refunds” shall apply.

Student’s Pass Not Transferable:  

 

The Student’s Pass issued is not transferable and will expire upon the Student ceasing to be a student of Ivy Education Centre.  Ivy Education Centre is under an obligation to inform the ICA of the Student’s withdrawal from, or completion of his/her course of study at Ivy Education Centre, and the Student shall deliver to Ivy Education Centre, within 3 days of the Student ceasing to be a student of Ivy Education Centre, the passport and Student’s Pass of the Student for cancellation of the Student’s Pass.

 

 

Withdrawing from the Ivy Education Centre:  

 

A Student who withdraws from Ivy Education Centre to enrol with another school shall be deemed to have withdrawn from Ivy Education Centre and the provisions of the above clause: “Student’s Pass Not Transferable” shall apply.

 

 

 

 

[ Student Grievance Procedure ]

 

< Complaint Procedure >

 

Objectives

 

To ensure that all student’s complaints are being properly administrated in a fairly, consistently and timely manner.

 

To set in place a tracking system to record each stage of the complaint received. This should include the nature of the complaint, how it was dealt with and by whom, the time taken for the complaint to be processed and the final outcome

 

Scope

 

This procedure defines the actions and responsibilities of Service Officers (SO) and Principal when handling student’s complaints.

 

Time Frame

 

Once the SO receives a complaint, the details will be entered into the Student Complaints Log Book. This Log Book will be read by the Principal on a daily basis and the SO will receive instructions on the next day from the Principal on the Action Plan.

 

If needed, there will be follow-up from the Principal to ensure that the Action Plan has been carried out and the student’s complaint is amicably resolved. If unable to resolve, the complaint will be escalated to the management’s level in the weekly management meetings.

 

Hence, the target is to resolve all complaints within 3 working days, unless needed to escalate to Management level (which will lengthen the process to about 2 week)  

 

Student Protection (Confidentiality of Complaint Submission)

 

All SO are to only report the details of the Student Complaints to the Principal thru the Student Complaints Log Book. Principal and SO are to ensure that all complaints are objectively dealt with. This is done to prevent the penalising of the students who has submitted the complaints and to protect their confidentiality.

 

Operations Improvement Meeting

 

This meeting will be chaired by the Principal. In this meeting, all staff will report the status of their work as well as to discuss on services improvement plans. This meeting should be held on a weekly or fortnightly basis. Student Complaints are tracked in this meeting.

 

CASE mediation channel : http://www.case.org.sg/medi1.htm

 

 

[ Confidentiality ]

 

The students’ particulars are solely for the purposes of completing course submission.

Ivy Education Centre is committed to maintaining the confidentiality of the Student’s personal information and undertakes not to divulge any of the Student’s personal information to any third party without the prior written consent of the Student.

 

 

[  Others  ]

 

Ivy Education Centre will inform to CASE in writing of any change in the ownership of Ivy Education Centre, the  programmes or courses offered to the students, staff strength, addition of campus/branch, etc.