As stipulated by the Committee of Private Education(CPE) part of Skillsfuture Singapore, Ascensia International School has a Fee Protection Scheme (FPS) through Liberty Insurance Pte Ltd. For more information on the FPS, please refer to www.ssg-wsg.gov.sg.

Click here to view Tuition Fee Protection Scheme Policy Wordings.
Click here to view Tuition Fee Protection Scheme Certificate.

Student Support Services

  • The following student support services are provided by the School:
  1.  Medical insurance coverage for hospitalisation and related medical treatment Medical Insurance coverage in accordance with the guidelines by CPE is provided to all enrolled students, via Liberty Insurance. There can be an exemption for Singaporean/PR if they are already covered by their own medical insurance plan (proof must be shown to the School to be able to opt-out).
  2.  Advice and recommendations for academic and career plans, accommodation options, government school placement services, and other related services
  3.  Course counselling
  4.  Pastoral counseling (through our partner CARE Singapore)
  5.  Orientation programme
  • The following services are provided in the orientation programme for all the newly-enrolled students of the School:
  1.  Disseminating and reiterating important course information, such as timetable, exam schedule and other relevant information (through the student handbook)
  2.  Informing students of their rights (including internal and external grievance and dispute resolution procedures, fee protection scheme, reference to CPE’s official website)
  3.  Informing students of policies/procedures of refund, transfer/withdrawal, and appeal of exam results
  4.  Briefing students on the Academy rules and student support services
  5.  Giving details of the organisation awarding the academic certificate (for programmes conducted in conjunction with external partners).

 

 List of Comprehensive Services Available in the School:

 For all new students

 The School will provide the following services to ensure that students make a smooth transition to Singapore : –

  1.  Individual and personalized long distance calls to parents / agents to inform them on arrival arrangements
  2. Accommodation Support Service
  3. Arrangement for Medical Screening
  4. Arrangement for Bank Account Opening
  5. Visa / Student Pass Application
  6. Student Orientation Programme

For all Current & Enrolled Students

 The following facilities and programmes are provided to enrich the students’ educational experience in the School:

  1. E-Library
  2. Wireless internet access
  3. Community service projects
  4. Academic assistance programmes
  5. Sports and recreation programmes
  6. Experiential learning through excursions and outings
  7. Project work covering English, Mathematics and Science
  8. Graduation celebration events
  9. Certified Counselor
  10. Students’ Outings and Activities
  11. Library Access for References
  12. Student Progress Reports (Refer to Operation Manual: Monitoring of Student Learning)
  13. Principal – Student dialogue sessions
  14. Personalize updates to parents on admission matters / students’ progress which

includes :

  • Informing parents on student admission matters / services, including airport pick up, accommodation, etc.
  • Informing parents on student issues, including attendance rate, behavior, academic performance, etc.

For enhancing overall Student Experience

 In ensuring that the School provides for an exceptional student experience, it undertakes to provide the following services:

  1. Monthly review of students’ attendance
  2. Student Evaluation Surveys (Student Satisfaction Survey / Module Evaluation Survey / Graduate Survey / Pre-course Counselling and Orientation Satisfaction Survey / End of Course Survey)
  3. Feedback forms
  4. Dispute resolution process
  5. Student intervention

All students who intend to study with Ascensia Academy must sign a Standard Student Contract with the school before course enrollment. For a copy of the standard student contract, please click here.

Withdrawal

  • Withdrawal means that the student ceases to study in the school.
  • A withdrawal application will be approved in the following circumstances:
  1. The student has been proven to be medically unfit to continue his/her studies here by a certified medical practitioner.
  2.  The student has been offered a place to study in another school in Singapore.
  • All withdrawal requests must be submitted with relevant documents to substantiate the above circumstances.
  • The Principal is the approving authority for the withdrawal request. Upon the approval of the withdrawal request due to the above circumstances, the conditions for refund will be subject to the Refund Policy (PM 4.3.1).
  • Other reasons for withdrawal will be evaluated on a case-by-case basis by the Principal.
  • The withdrawal request will be processed within 14 working days from the date of submission of the written request.
  • For international students, withdrawal from the school implies the termination of the Student’s Pass. Upon the approval of withdrawal from the school, the school will cancel and return the Student’s Pass to ICA.
  • The students’ studies may also be terminated by the school when the student receives the third (final) warning letter or when the student has been caught breaking Singapore’s laws.  In such cases, the Student’s Pass will be cancelled and returned to ICA with immediate effect.

 

  • All outstanding fees must be settled prior to request for withdrawal and/or transfer
  • Student to fill in Course Transfer / Course Withdrawal Request Form, including submission of any supporting documents and adhering to the process as stated in the Course Transfer and Withdrawal Procedures.
  • The entire transfer / withdrawal process, from point of application to the final outcome, should not be more than 4 weeks.

Student’s Pass Status

For Course Withdrawals

Student’s Pass holder is required to submit his/her passport and Student’s Pass to the School for cancelation of Student’s Pass with ICA.

01

Student to fill up Withdrawal Request Form

  • In the event that a student would want to proceed with a Course Withdrawal, he / she is to fill up the Course Withdrawal Request Form and hand it to the Marketing Executive/Admission and Marketing Executive for further processing. In addition, the student would also fill in and submit the Refund Request Form together with the Withdrawal Request Form in case of a refund.

 

  • Any supporting documentations that are required to process the Course Withdrawal Request must also be submitted along with the Course Withdrawal Request Form.

 

  • Reasons for the Course Withdrawal should also be documented in the Course Withdrawal Request Form.

02

V Principal to meet up with Student

  • Upon receipt of any Course Withdrawal Request Form (including supporting documents if any), V Principal is to meet up with the student. This is to be done within 2 working days upon receipt of the Course Withdrawal Request Form (based on the date of application).

 

  • V Principal is to inform student on the following : –

 Their student’s pass will be cancelled upon withdrawal from the School

 Only applicable for students under the age of 18 Years Old

 The School needs to obtain written consent from parents or guardians prior to proceeding with the Course Withdrawal Request. Consent can be through email or letter. Consent must be documented in the Course Withdrawal Request Form.

 

  • The V Principal would then refer to the Student Contract and Refund Policy to establish if the student is eligible for any refunds. This should be documented in the Course Withdrawal Request Form. Calculation of Refund Amount would be indicated in the Refund Request Form. For more details on refunds, please refer to Operation Manual: Student Refund Procedures.

03

Management Approval of Course Withdrawal

  • If the student wishes to proceed with the withdrawal, Marketing Executive/Admission and Marketing Executive is to seek the approval of the V Principal as part of Management Approval.
  • Such Approval should be documented in the Course Withdrawal Request Form.

04

Issuing Letter to Effect Course Withdrawal Request

  • A Letter to Effect Withdrawal Request will be given to the student.

The policy Deferment

  • A student who requests for Deferment (i.e. delay or postpones the course) must either have their existing contract terminated or sign an addendum to reflect the changes.
  • All request must be made in writing. Verbal notice is not accepted.
  • For all terminated Student Contracts, a new student contract will be signed based on the procedures for executing student contracts. The Refund Policy shall apply unless as otherwise agreed between the School and the Student.
  • Any deferment would be addressed on a case by case basis and the School will have the final decision on whether the deferment is approved or rejected.
  • For students that are under 18 years of age, written consent from the parent /legal guardian must be obtained.
  • Submitting the request does NOT automatically result in an official deferment. Students must ensure that they receive a formal notice / confirmation form the Institute regarding the outcome of their request for deferment.

Conditions for Granting Deferment

  • The School will have final say in all deferment cases. This will be based on availability of the Schedules and Classes.
  • Extension of deferment period will only be considered should there be very valid reasons and additional supporting documents provided by the student.
  • In applying for deferment, student has to take note of the course completion timelines.Students must ensure that there is sufficient time for them to complete their studies according to the timeline.
  • Course Completion Timeline:  Students must complete their course within 2 years from date of commencement of studies.
  • Offering of units / courses are subject to availability. The school reserves the right to offer similar unit(s) in replacement of discontinued unit(s).

Student’s Pass Status

  • For Student’s Pass holder, Deferments are subjected to ICA’s approval of the new Student’s Pass.
  • The School will inform ICA in the event of any Deferments. Student’s Pass will be cancelled.

Timeframe for assessing and processing Deferment

  • The entire Deferment process, from point of application to the final outcome, should not be more than 4 weeks. If the final outcome is not in favor of the applicant, respective staffs are to handle each situation according to the School’s dispute resolution policy and procedure.

01

Student to Submit Course Deferment Form

  • Students requesting for a Course Deferment will need to fill up the Course Deferment Form with supporting documents and submit the Form to the Marketing Executive/ Admission and Marketing Executive.

02

Student Interview with V Principal

  • V Principal will arrange for an interview session who will discuss with the student the academic implications of deferment and to understand the reasons for deferment and if possible, find a solution to avoid deferment.

          Only applicable for students under the age of 18 Years Old

The School needs to obtain written consent from parents or guardians prior to proceeding with the Course Deferment Request. Consent can be through email or letter. Consent must be documented in the Course Deferment Form.

  • Student is to sign off on the Course Deferment Form to acknowledge if they would like to retract or proceed with the course deferment.
    Note: Students holding Student Passes must be informed that their deferment is subject to approval of their student pass from ICA.

03

Approval of Course Deferment by Academic Department

  • If student decides to defer from current course, the request would need to be approved by the Head of Middle & High School or Head of Junior School.

04

Management Approval of Course Deferment

  • Upon approval from Head of Middle & High School or Head of Junior
  • School Marketing Executive/ Admission and Marketing Executive is to seek approval from V Principal.

Internal Processing of Course Deferment 

  • Upon approving the deferment request, the Marketing Executive/ Admission and Marketing Executive is to proceed to perform various administrative support which includes:

For All Courses 

  • Marketing Executive/ Admission and Marketing Executive carries out the following:

(a) Cancel Student Pass stating deferment

(b) Terminate the existing contract and issue a new one upon return of student or sign an addendum

(c) Update Student Management System

(d) Updating the Master list of Deferments

 

  • Updating of FPS Service Provider

 

Circumstances to inform FPS Service Provider

 

  • Marketing Executive/ Admission and Marketing Executive will update Liberty Insurance within 3 working days if: –

(a) Student transfers his course of study; or

(b) Student withdraws from course of study; or

(c) Student defers or extends his course of study; or

(d) Student’s fee protection status is affected other than the circumstances as listed above.

 

The procedures to inform FPS Service Provider

 

(a) Marketing Executive/ Admission and Marketing Executive will inform Liberty Insurance by logging into the online system.

(b) Marketing Executive/ Admission and Marketing Executive will update the information in the system to reflect current status of student.

 

For Partner University Courses

 

(a) Academic Support Supervisor informs Partner University and seek their permission for student to defer studies

(b) If Partner University approves, Academic Support Supervisor informs student

(c) If Partner University does not approve, Head of Middle & High School or Head of Junior School informs student of decision, stating reason(s)

(d) Should student not resume studies after the deferment period, Marketing Executive/ Admission and Marketing Executive contacts student to find out reason and advises student to submit official notification and Parents/Guardians’ Consent to the School in order to withdraw*.

 

* All withdrawals should adhere to the official withdrawal procedure.

05

Management Approval of Course Deferment

  • An official letter to effect the Course Deferment Request would also be issued to students. This would be done upon the approval by Management and Partner University (if applicable).
  • Student Services Department is to check that the whole deferment procedure has been completed, and official letter has been issued by signing off on the Course Deferment Form.
    Note: Students are to sign off on the Course Deferment Form to indicate that they have received the Official Letter, and contract has been signed.

Transfer

  • Transfer means that the student changes the course or period of study but remains in the school.
  • A student who requests for an internal course transfer within the School must have their existing contract terminated. This includes students who changes the course or period of study (from full-time to part-time or vice versa). A new student contract will be signed based on the procedures for executing student contracts. The Refund Policy shall apply unless as otherwise agreed between the School and the Student.
  • The student must also fulfil all the admissions criteria of the new course and will be subjected to the School’s student selection and admission procedures.
  • The V Principal is the approving authority for the transfer application. A transfer application will be duly evaluated and approved if the student is unable to cope with the course he/she had enrolled in and requests for a transfer to another course.
  • A transfer fee of S$107 (including 7% GST) is applicable upon the approval of the transfer request. This excludes any other fees that may be required by the Immigration and Checkpoints Authority (ICA). Besides these fees, there are fees to refund or top-up due to the difference in the course fees.
  • The transfer request will be processed within 14 working days from the date of submission of the written request.

 

  • All outstanding fees must be settled prior to request for withdrawal and/or transfer
  • Student to fill in Course Transfer / Course Withdrawal Request Form, including submission of any supporting documents and adhering to the process as stated in the Course Transfer and Withdrawal Procedures.
  • The entire transfer / withdrawal process, from point of application to the final outcome, should not be more than 4 weeks.

Student’s Pass Status

For Course Transfers

For Student’s Pass holder, course transfer is subject to ICA’s approval of the new Student’s Pass.

In the event that an application pertaining to transfer is rejected by ICA, the student pass is to be cancelled within 7 days.

01

Student to fill up Transfer Request Form

  • In the event that a student would want to proceed with a Course Transfer, he / she is to fill up the Course Transfer Request Form and hand it to the Marketing Executive/ Admission and Marketing Executive for further processing. In addition, the student would also fill in and submit the Refund Request Form together with the Course Transfer Request Form in case of a refund.
  • Any supporting documentations that are required to process the Course Transfer Request must also be submitted along with the Course Transfer Request Form.
  • Supporting documents for Course Transfers should minimally include any documents that show that the student meets the minimum entry requirements for the new course that he / she is applying to, if this document is different from the one used to enroll the student to his/her original course.

 

  • Reasons for the Course Transfer should also be documented in the Course Transfer Request Form.

02

V Principal to meet up with Student

  • Upon receipt of any Course Transfer Request Form (including supporting documents if any), V Principal is to meet up with the student. This is to be done within 2 working days upon receipt of the Course Transfer Request Form (based on the date of application).
  • V Principal is to inform student on the following conditions for any Course Transfers : –
  1. Student must meet all minimum entry requirements of the new course they are enrolling in
  2. The standard student contract for the current course that the student is enrolled in will be voided upon approval of Course Transfer Request
  3. A new standard student contract for the new course will need to be signed (Refer to Procedures of Executing Student Contract) upon approval of Course Transfer Request

Only applicable for students under the age of 18 Years Old

  • Marketing Executive/ Admission and Marketing Executive is to seek the consent of the student’s parents or guardians prior to proceeding with the Course Transfer Request. Consent can be through email, tele conversation or letter. Receipt of Consent must be documented in the Course Transfer Request Form.

03

Conducting of Pre-Course Counselling

Marketing Executive/ Admission and Marketing Executive is to conduct the Pre-Course Counselling session with the Student who would be required to sign on the Course Transfer Request Form to acknowledge that he/she has been informed of the various critical information. Marketing Executive/ Admission and Marketing Executive is also to ensure that the new course is suitable for the student.

04

Approval of Course Transfer by Academic Department

  • Upon completion of Pre-Course Counselling, Marketing Executive/ Admission and Marketing Executive is to seek the approval of the Head of Middle & High School or Head of Junior School. This is to ensure that the student is suitable to transfer to the proposed new course.
  • Such Approval should be documented in the Course Transfer Request Form.

05

Management Approval of Course Transfer

  • Upon approval from the Head of Middle & High School or Head of Junior School, Marketing Executive/ Admission and Marketing Executive is to seek the approval of the V Principal as part of Management Approval.
  • Such Approval should be documented in the Course Transfer Request Form.

06

Issuing Letter to Effect or Reject Course Transfer Request

  • A Letter to Effect or Reject Transfer Request will be given to the student.
  • For Requests that are approved, student is to proceed with the application process for the new course.
  • The School will ensure that all students that have applied for the course understand the School’s Late Payment Policy, and acknowledge this by signing on the Student Contract.
  • As per the Student Contact (with reference to Section 1 Course Information and Fees), the School will consider payments made 7 days made after the scheduled due date(s) included in Schedule B in the Student Contract as late payments.
  • Students who pay after the scheduled due dates may have a late payment fee of $50 imposed on them. Students are required to pay this extra fee in addition to their current payment.
  • Students that do not comply with this policy will be considered for withdrawal from the course.
  • The School reserves the final discretion to impose the late payment fee.

The School adopts the Refund Policy as per the Standard Student Contract as set out by CPE. This Policy will act as a framework in guiding the implementation of detailed refund processes and procedures in the following areas:-

  • Refund for Withdrawal Due to Non-Delivery of Course
  • Refund for Withdrawal Due to Other Reasons
  • Cooling off Period

School Refund Policy as per clauses in the Standard Student Contract:

Refund for Withdrawal Due to Non-Delivery of Course:

The PEI will notify the Student within three (3) working days upon knowledge of any of the following:

  • The school is unable to commence the Course on the Course Commencement Date;
  • The school terminates the Course before the Course Commencement Date;
  • The school is unable to complete the Course by the Course Completion Date;
  • The school terminates the Course before the Course Completion Date;
  • The school has not ensured that the Student meets the course entry or matriculation requirement as set by the organisation stated in Schedule A of the standard student contract within any stipulated timeline set by CPE; or
  • The Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).

The Student should be informed in writing of alternative study arrangements (if any), and also be entitled to a refund of the entire Course Fees and Miscellaneous Fees already paid should the Student decide to withdraw, within seven (7) working days of the above notice.

Refund for Withdrawal Due to Other Reasons:

If the Student withdraws from the Course for any reason other than those stated in Clause 2.1 of the standard student contract, the PEI will, within seven (7) working days of receiving the Student’s written notice of withdrawal, refund to the Student an amount based on the table in Schedule D of the standard student contract.

For students who have already commenced their studies in our school, the transfer / withdrawal application must be approved by the school management before they may submit a refund request.  In transfer cases when the fees for the new course are less than the fees for the current course, the school refunds the difference in the course fees.

Refund during Cooling-off Period:

The PEI will provide the Student with a cooling-off period of seven (7) working days after the date that the Contract has been signed by both parties.

The student will be refunded 90% of the fees already paid if the student submits a written notice of withdrawal to the school within the cooling-off period, regardless of whether the student has started the course or not.

Refund Table:

% of Total Fees Paid
(excluding application fee)
If Student’s written notice of withdrawal is received
90% More than 30 days before the Course Commencement Date
50% Before, but not more than 30 days before the Course Commencement Date
25% After, but not more than 7 days after the Course Commencement Date
0% More than 7 days after the Course Commencement Date

Non Refundable Fees :

  • Application Fees
  • Fees paid to the Singapore Examinations and Assessment Board (SEAB)
  • Fees paid to the Immigration and Checkpoints Authority (ICA)

01

Student to Fill Up Refund Request Form

  • In the event of any refunds that is to be made, students are to fill up the Refund Request Form and hand it to the Marketing Executive/ Admission and Marketing Executive for further processing.
  • Any supporting documentations that are required to process the refund request must also be submitted along with the Refund Request Form. This includes the Withdrawal Request Form or Transfer Request Forms.
  • Reasons for Refund must also be clearly documented in the Refund Request Form.

02

V Principal To Meet Up With Student

Upon receipt of any Refund Request Form (including supporting documents if any), V Principal is to meet up with the student and acknowledge the receipt of the refund request by signing on the form. This is to be done within 2 working days upon receipt of the Refund Request Form (based on the date of application).

03

Establishing of Refund Category and Amount

  • Marketing Executive/ Admission and Marketing Executive is to refer to the Standard Student Contract details to establish if a refund is to be made to the students.
  • Marketing Executive/ Admission and Marketing Executive will work out a Refund Amount (if any) based on the Refund Policy as stated in the Standard Student Contract. This amount will be indicated on the Refund Request Form.
  • Computation of such an amount will also be explained to Students and stated in the Refund Request Form.
  • All refund amounts will strictly adhere to the Refund Policy as stated under the Standard Student Contract.

04

Management Approval of Refund Amount

  • Upon establishing of Refund Amount, Marketing Executive/ Admission and Marketing Executive is to seek the approval of V Principal as part of Management Approval before the Refund Amount can be disbursed.
  •  Such Management Approval should be documented in the Refund Request Form.

05

Disbursement of Refund Amount

  • Upon Management Approval of Refund Amount, Marketing Executive/ Admission and Marketing Executive is to pass the Refund Request Form to Finance Department for final processing. 
  • After tabulating the refund amount, Finance Executive will disburse the refund amount to Marketing Executive/ Admission and Marketing Executive and update the List of Refunds.
  • Finance Executive is to contact student to collect the Refund Amount.

06

Student Acknowledgement of Refund Amount

  • Student is to acknowledge receipt of Refund Amount in the Refund Settlement Letter.

Courses with External Partners

  • Upon release of results, students who are dissatisfied with the outcome may submit an Appeal Form to the Academic Support Supervisor. This is to be done within 7 working days of the release of examination results.
  • The Academic Support Supervisor is to acknowledge the receipt of the Appeal Form within 3 working days, and proceed to submit the appeal to the External Partner.
  • All decisions made by the External Partner are subject to their appeal processes, and approved decisions are final.
  • The Examination Board is to review and endorse the appeal results before the Academic Support Supervisor informs the students of the appeal outcome (to be done within 8 weeks of the date of the appeal).
  • Should there be changes required, the Academic Support Supervisor will make the necessary amendments to the results slip and submit to the Head of Middle & High School / Head of Junior School / V Principal for approval.

In-house Courses

  • Upon release of results, students who are dissatisfied with the outcome may submit an Appeal Form to the Academic Support Supervisor. This is to be done within 7 working days of the release of examination results.
  • The Academic Support Supervisor is to acknowledge the receipt of the Appeal Form within 3 working days, and proceed to submit the appeal to the Head of Middle & High School / Head of Junior School / V Principal.
  • The Head of Middle & High School / Head of Junior School / V Principal is to review the appeal request and decide if it is a valid appeal. If the request qualifies for an appeal, a different marker will be designated to re-mark the paper. Comments in relation to the re-mark must be stated in the Appeal Form, which would be circulated to the Examination Board Chairman for his/her review and approval.
  • All decisions made by the Examination Board are final.
  • The Academic Support Supervisor will inform the student of the final decision within one month from the date of the appeal.
  • Should there be changes required, the Academic Support Supervisor will make the necessary amendments to the results slip based on the appeal result.

Handling of Feedbacks and Complaints

  • The School accepts both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
  • The School is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.
  • All feedbacks and complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the School and the student must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
  • In the event of any appeals for retention, suspension, expulsion and awards, the School’s Dispute Policy and Process shall follow.
  • It is the responsibility of the Student Services Department to notify relevant departments of any feedbacks and complaints.
  • Students must be kept informed of the status of their feedback / complaints.
  • Student Services Department is to respond to respective students within 3 working days of receipt of the feedback / complaint.
  • All feedbacks / complaints must be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.
  • All feedback and complaints are to be evaluated, and improvements to be made in response to them. Such improvements are to be documented for re-evaluation after its implementation, and the complainant/person giving feedback will be informed.

Alternate Remedies in Dispute Resolution

In the event that the School and the student cannot come to an agreement or the student does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through CPE Student Services Centre for mediation.

  • International Students studying in Singapore can either stay with a local guardian or in hostels. The cost of full-board accommodation ranges from S$1,500 to S$2,000 per month, inclusive of rent, meals and laundry.Please contact us for more details on accommodation providers.

EduTrust Certification Scheme

The EduTrust Certification Scheme (EduTrust) is a quality assurance scheme administered by CPE for PEIs in Singapore. It aims to recognise PEIs that are able to consistently maintain high standards in key areas of management and in the provision of education services.

What is EduTrust?

EduTrust is a voluntary certification scheme for private education institutions (PEIs) in Singapore. A private education institution is awarded EduTrust certification if it has achieved the stipulated standards in the areas of:

  • Management of the school
  • Provision of educational services
  • Financial health

Having achieved satisfactory to commendable performance in key areas of management and the provision of educational services, Ascensia Academy was awarded the 1-year EduTrust certification by the Committee for Private Education, a part of SkillsFuture Singapore Agency (CPE).

For more information, please log on to www.ssg-wsg.gov.sg