Nanyang Language & Business School

NANYANG LANGUAGE & BUSINESS SCHOOL PTE LTD

Handbook For Students CONTENTS

Message from the Principal 3 2 Introduction of Our School 4 3 Our Mission, Vision,Values, Culture & Long Term Goals 5 4 Parents’ Support Group 6 5 Our Campus and Facilities 6 6 Life in Singapore 7-9 7 Rules & Regulations 9-10 General School Rules Items Prohibited in School Serious Violations of School Rules 8 Courses Offered and Applicable Fees 10-12 9 Examinations 13 10 Application Requirements and Procedures 14 11 Standard Student Contract 15 12 Orientation Programme 16 13 Students’ Support Services 17 14 Refund Policy and Procedures 18-22 15 Transfer / Withdrawal Policy and Procedures 22-27 16 Fee Protection Scheme 28 17 Medical Insurance Scheme 28 18 Miscellaneous Fees 29 19 Confidentiality of Student Data 29-30 20 Communication Channels 30 21 Student Pass Application Process 30-31 Eligibility, New Applications, Submission, Processing Time, Security Deposit Completion of Formalities 22 Pastoral Counselling 32-33 23 Student Feedback Procedure 34-35 24 Branches Directory 36

1. MESSAGE FROM THE PRINCIPAL

Behind every success story is a tale of hard work and dedication that will astonish its audience. Although each of our paths to success may be unique, the common tools of perseverance in the face of hardship, and assiduity in the pursuit of dreams, will unite us on our scale towards greater heights of knowledge.

Students who choose to leave the comforts of a shared culture and language, to strike out on their own in a foreign country, sometimes without kin or kith, are confronted with anxieties they must constantly overcome. A few students may even fall sick while adjusting to our climate. Yet these students are oftentimes a particularly motivated, ambitious and

2 of 36 driven group precisely because they have to adapt fast to new environments, and new teaching methods. A thirst for knowledge will serve them well in conquering physical and psychological barriers. With the right attitude in mind, I believe students will stay on the right path to success.

Nanyang Language & Business School Pte Ltd can help you bridge the gap between you and your highest aspirations. “All the world's a stage”, and that is why you should showcase your capabilities to the fullest and unleash your potential.

Your future is in your own hands. Only if you do not fear, but bravely surmount the peaks and valleys of your learning journey with steady steps, then will you be able to attain your dreams.

Teng Jiashu Principal

2. INTRODUCTION OF OUR SCHOOL

Nanyang Language and Business School Pte Ltd is a professional language and business school founded in 1993. The School boasts a group of outstanding academic and non- academic staff, and provides a good learning environment for students. The School adopts flexible teaching methods and has since cultivate a number of bilingual talents. The School has established a positive and influential image in South East Asia especially in Singapore, recruiting both local and international students throughout the year.

The head office of Nanyang Language and Business School Pte Ltd is located near Jurong East MRT, where there are many schools in the vicinity. The environment is conducive for both learning and studies. The School is also easily accessible by any means of transport,

3 of 36 with the bus interchange, MRT and regional library within few minutes of walking distance. It is very convenient for shopping and dining.

For the past seventeen years, the School has cultivated many talents. All the teachers at our School have been approved by the Ministry of Education of Singapore, as well as registered with the Council for Private Education (Singapore). Not only do they have the relevant academic qualifications, they are caring, responsible and friendly as well. The teaching materials the School uses follow the latest syllabus set by the Ministry of Education and are constantly being revised. This is to ensure that students benefit the most out of it and pass with flying colours. All of our classrooms are air- conditioned and our School is computer equipped.

Nanyang Language & Business School Pte Ltd strongly emphasises on the syllabus set by the Ministry of Education of Singapore. The School also adopts the teaching styles and methods used in the developed countries such as the U.S.A and Britain. Using flexible teaching methods in a small class size, students are able to improve their English proficiency within a short period of time. In addition, students can quickly adapt themselves to the English language teaching system in Singapore, laying a firm foundation for later development.

4 of 36 3. OUR MISSION, VISION, CORE VALUES & CULTURE & LONG TERM GOALS

MISSION

To conduct quality courses assisting students to improve their skills and international students to gain admission to local mainstream Schools, Polytechnics, Junior Colleges or Universities successfully

VISION

To become a key player, an icon in the area of education in Singapore and beyond

CORE VALUES

Unity Nobility Integrity Tenacity Excellence

CULTURE

For Staff – a culture of teamwork, care, professionalism, integrity For students – a culture of teamwork, respect, responsibility, equality, fairness

OUR LONG TERM GOALS

To become a Private Education Institution of excellence that provides high quality education for both local and international students using modern methods of teaching pedagogy

To have an effective and efficient regional network of well-trained agents who constantly refer a significant number of students to the School

5 of 36 4. PARENTS’ SUPPORT GROUP

Nanyang Language & Business School Pte Ltd aims to render our services and provide support to our students in its various programs and activities to the best of abilities. The School will tap on the expertise of our parent volunteer together in achieving the School's strategic thrust in promoting an "Active and Collaborative Partnership" among students, parents, guardians, teachers, and the community.

If you are a parent/guardian of a student in Nanyang Language & Business School Pte Ltd, the School hopes that our dynamism in actively promoting the above goal would encourage you to be an active parent in supporting the School in its various programs and activities.

Parents and guardians who are interested in volunteering their services to Nanyang Language & Business School Pte Ltd Parents’ Support Group, please approach our front-desk service staff for more information. You may also contact the School at +65 6899 0828 or email us at [email protected] for any inquiry.

5. OUR CAMPUS and FACILITIES

The head office of Nanyang Language and Business School Pte Ltd is located near Jurong East MRT, where there are many schools in the vicinity. The environment is conducive for studying. The School is easily accessible by public transport, with the bus interchange and MRT within walking distance. The Jurong Regional Library is also a stone’s throw away. Our location is very convenient for shopping and dining as well. There are 6 classrooms in the head office and the floor area/size of each classrooms are 7.0 m2 (max. 4 students), 14.6 m2 (max. 9 students), 22 m2 (max. 14 students), 21 m2 (max. 14 students), 10 m2 (max. 6 students), and 35 m2 (max. 23 students), respectively, which means the school can accommodate up to 70 students with air conditioning.

Coronation Branch is located in Coronation Shopping Plaza which is on Bukit Timah Road. This area has been incorporated into the planning of the Singapore centre circle subway line, in addition to shopping, dining facilities, the place is a distribution centre in Singapore and schools, such as the Central, Chinese High School, Nanyang Primary School, Nanyang Girls Secondary School, Singapore Girls Secondary School, and Raffles Primary schools. In Coronation branch there are 4 classrooms and the floor area/size of each classrooms are 14 m2 (max. 9 students), 12 m2 (max. 8 students), 12 m2 (max. 8 students), and 11 m2 (max. 7 students) respectively, which means the school can accommodate over 30 students. In addition, there is a rest area room for teacher's.

Bugis Branch is located in Fu Lu Shou Complex, in the downtown area of Singapore from the Bugis MRT, which is nearby our branch just minutes away. Located in downtown, the convenience of transportation and meals needless to say, all types of schools and other facilities is around, such as UOB banks, hospitals, churches, hotels and so on. Bugis branch also has 4 classrooms and the floor area/size of each classrooms are 26.4 m2(max. 18 students), 18.6 m2 (max. 12 students), 22.5 m2 (max. 15 students), and 11 m2 (max. 7 students) respectively, which means the school can accommodate over 50 students with air-conditioning. Apart from the classrooms, it has a storage and a meal room.

6 of 36 6. LIFE IN SINGAPORE All prospective students are advised on adapting to life in Singapore, accommodation and cost of living, as well as relevant Singapore laws especially those relating to ICA and Ministry of Manpower:

6.1 Adapting to Life in Singapore

Singapore has one of the highest standards of living in the world. It has all the conveniences of modern society, including high quality housing, modern recreational facilities, world-class education, health and transportation and the prices are relatively affordable. As Singapore's has a free economy, and implements an open trading system, Singapore has been enjoying the world's lowest inflation rate, so you can easily afford things in Singapore and enjoy a high quality of life.

Singapore offers to meet any budget and lifestyle living conditions. Rental prices depending on the location, building age, size and industry type, furnishings and use of facilities varies. Most Singaporeans live in Housing Development Board (HDB) house construction group. The HDB flats of different sizes, from the Bedroom to the three- bedroom, three-bedroom apartment plus study room, may be chosen from, thus the overall level of housing in Singapore is very good. However, to save cost, most Chinese students choose inexpensive accommodation, usually living with Chinese families. More than 2 people can live together in one HDB flat, sharing the general facilities including the bed room, wardrobe, desk and air conditioning (places with air conditioning are more expensive), and rent and other expenses.

Singapore has many modern supermarkets for you to purchase necessities. Generally speaking, there is a wider variety of food sold in supermarkets. Singapore is known as a gourmet paradise, there is a wide range of places for dining out and eating. Most Singaporeans eat out, because of the convenience, variety, and cost. Snacks can be seen everywhere in Singapore, and you only need to spend a few dollars for a meal at hawker centres. In order to save cost and for convenience, you can also buy some milk from the supermarket, bread, butter, jam, etc. for breakfast. Each person requires about SGD 250 - 300 per month.

7 of 36

In Singapore, public transport facilities are readily available, at reasonable prices, so when you go anywhere it is very convenient and cheap. General monthly transportation costs about S$ 100, depending on the distance from the school, and the place of residence.

From physical and mental exercise to entertainment and food, Singapore offers a various forms of leisure and recreational activities. Cinemas and concerts: cinema tickets per person S$ 7, concert tickets may vary from S$ 25 to S$ 200, Libraries: Public libraries in Singapore possess more than 600 million copies of books, for adults or children, the standard annual membership fee is only $5. Admission tickets to the Science Centre are $9 each, while admission to Jurong Bird Park, which is around the corner from our Head Office, is $20 each.

Newspapers and magazines: local newspapers in price from S$ 0.80 to S$ 1.20 range, you can buy foreign newspapers, but the price is high, generally each be S$ 3.10. Local magazine cost around S$ 1.50 or more, foreign magazine cost around S$ 8.50.

Exercise: the public stadium rental price is per 6 hour for squash, badminton and tennis courts. Entrance to public swimming pools for adults charged S$ 1.30, students under 18 years old, charged S$ 0.70.

National Service: every Singaporean male, PR or Citizen, by the age of 18 must participate in up to two years of the national service; even after leaving service, year after year they have to return to camp for training for two weeks, until 45 years of age.

Radio and television stations: A total of 12 radio stations, and five or six television stations, mainly English programmes, and very convenient to listen to the radio or watch television compared to neighbouring countries.

Newspaper: Singapore has a few newspapers, including the Chinese Lianhe Zaobao, the United Evening News, the Xinmin Evening News, and English papers include: Straits Times, and at least have a business section daily and afternoon newspapers. There are also daily Malay and Indian newspapers.

Getting around from our Jurong East Premise: our Jurong East head office is conveniently located next to a bus and MRT interchange as well as the Jurong Regional Library. Shopping centres and swimming complexes are a short bus ride away. Students can also take a direct MRT to City Hall, the central district of Singapore.

Singapore bans chewing gum, and all air-conditioned public places, buildings, offices, cinemas, restaurants, and subway and university campuses, etc., are no-smoking areas. Shops are not to sell cigarettes to youths under 18 years of age, chewing gum is not to be imported, carried, consumed, and offenders will be fined.

6.2 Cost of Living

These figures are based on the average spending by students at Nanyang Language & Business School Pte. Ltd. The actual cost will depend on the life style that the student wishes to enjoy. It is our advice that students should have additional funds at their disposal in case of emergency.

8 of 36 Students should also not expect to get any funds from employment in Singapore. Working in Singapore is illegal while on a "student visa" and will result in prosecution as well as deportment. Students are advised not to depend on their Immigration Security Deposits for travel return tickets and should have sufficient additional funds.

Cost Area Per Month Per Year (12 Months)

Housing * S$350 S$ 4,200 Transport # S$150 S$ 1,800 Food S$300 S$ 3,600 Others S$50 S$ 600

Total S$850 S$ 10,200 * Twin Sharing basis # Bus/Train

Agents may recommend a Housing Agent who will help the student find accommodation. The following website may be helpful: www.Singaporerentals.com

7. RULES & REGULATIONS

7.1 GENERAL SCHOOL RULES

1. All students must be punctual for School, lessons, and any School organised activities.

2. Attendance in School is compulsory. Students who are absent without medical leaves or valid reasons will be regarded as having committed truancy.

3. A student who is late for School for three occasions without any valid reason will be penalised in his/her conduct grades and the parents/guardians will be invited to the School to discuss the matter. A more severe punishment (e.g. warning letter(s), suspension etc) will be imposed if the pupil continues to be late for School.

4. Students on emergency leave, for example, death of a next-of-kin, must submit a valid letter to the teacher from his/her parents or guardian, together with supporting documents, if any.

5. Students on medical leave must submit a valid Medical Certificate from a registered practitioner, upon returning to School.

6. No student is allowed to leave the School premises during school hours without the approval of the Principal/ Vice-Principal/ Teacher(s)/ Administrative Personnel.

7. A student who needs to go home, or falls sick during schooling hours, must inform his/her teacher. The School will then contact the student’s parent/ guardian to fetch the student home.

8. Students should not leave the country for holidays before the school term ends without the approval of the Principal/ Vice Principal(s)/ Teacher(s)/ Administrative Personnel.

9. Students should not pose as disturbance to other students and interfere with other students learning.

9 of 36 10. Students must submit their given assignments/ homework/ projects on time to their respective teacher-in-charge.

11. The Admin/Operations Manager will arrange to meet the student who is absent for 3 days in a month without valid reason, to find out the reasons for the absence and to coun- sel the student if necessary.

12. The Admin/Operations Manager will also inform ICA that the student attendance for the month has dropped below 90%.

13. A student who is absent from class for seven (07) consecutive days without valid reasons will be deemed to have withdrawn from the course. The Admin/Operations Man- ager will make a police report and cancel the Student Pass.

14. For other students (e.g. PR) who do not require a Student Pass, the School requires a 75% attendance for the student to be eligible to get the certificate upon completion of the course, a requirement clearly stated on the School’s website and also clearly com- municated to the student during enrolment.

7.2 ITEMS PROHIBITED IN SCHOOL

1. Matches, lighters, laser pointers 2. Knives, blades, penknives or sharp objects, etc that might cause any physical harm. 3. Chewing gum is not to be consumed or sold to others 4. WWE, Pokemon, Yu Gi-Oh, PSP, etc and any other kind of cards or electronic games

7.3 SERIOUS VIOLATIONS OF SCHOOL RULES

1. Assault/ Fighting 2. Bullying others 3. Cheating in Examinations 4. Creating disturbance in the classrooms or on the School ground 5. Disrespect for authority 6. Displaying inappropriate behaviour on field trips or in competitions 7. Extorting money from or threatening others 8. Failing to bring lesson materials, homework or other required items repeatedly to the class 9. Gambling either in the classrooms or School compounds 10. Gangsterism 11. Leaving the School without valid approval 12. Playing truant

10 of 36 13. Smoking 14. Spitting and Littering 15. Theft or possession of stolen property 16. Vandalism 17. Violating the dress code (Students need to be properly attired)

8. COURSES OFFERED AND APPLICABLE FEES

Nanyang Language & Business School Pte Ltd offers the following courses in our campuses:

• Preparatory Course for Admission to Government Schools (Primary 2 - 5)

Note: Application Fees are Non-refundable.

• Preparatory Course for Admission to Government Schools (Secondary 1 - 3)

• Preparatory Course for Singapore-Cambridge General Certificate of Education Normal Level (GCE N(T)- Level) (Technical & Academic) Note: Application Fees are Non-refundable.

11 of 36  Preparatory Course for Singapore-Cambridge General Certificate of Education Ordinary Level Examination (GCE O-Level)

• Preparatory Course for Singapore-Cambridge General Certificate of Education Advanced Level Examination (GCE A-Level)

• Preparatory Course for China’s Hanyu Shuiping Kaoshi: HSK Chinese Proficiency Test (Basic), (Elementary-Intermediate), (Advanced)

12 of 36 Note: Application Fees are Non-refundable. 9. EXAMINATIONS

All students seeking admission to Nanyang Language & Business School Pte Ltd are required to sit for an entrance exam to assess the students’ language ability to succeed in his course of study.

For each module within a course, the required academic standard is that students score a minimum of 50 marks out of the total 100 marks to pass, or 50% out of the full 100% score.

For international students enrolled into the

• Preparatory Course for Admission to Government Schools (Primary 2 - 5) • Preparatory Course for Admission to Government Schools (Secondary 1 - 3)

Students are required to sit for either the Admissions Exercise for International Students (AEIS) – around September/ October annually.

More information about the AEIS can be located from the Ministry of Education, Singapore website at http://www.moe.gov.sg/education/admissions/international-students/

Students (both local and international) enrolling into our

• Preparatory Course for Singapore-Cambridge General Certificate of Education Normal (Technical) Level (GCE N(T)-Level), • Preparatory Course for Singapore-Cambridge General Certificate of Education Normal (Academic) Level (GCE N(A)-Level), • Preparatory Course for Singapore-Cambridge General Certificate of Education Ordinary Level Examination (GCE O-Level), and • Preparatory Course for Singapore-Cambridge General Certificate of Education Advanced Level (GCE A-Level)

13 of 36 More information about the individual national examinations can be located from the Singapore Examinations and Assessment Board (SEAB) website at http://www.seab.gov.sg/nationalexaminations.html

Students (both local and international) enrolling into our

• Preparatory Course for China’s Hanyu Shuiping Kaoshi: HSK/Chinese Proficiency Test (Basic), • Preparatory Course for China’s Hanyu Shuiping Kaoshi: HSK/Chinese Proficiency Test (Elementary- Intermediate), and • Preparatory Course for China’s Hanyu Shuiping Kaoshi: HSK/Chinese Proficiency Test (Advanced)

More information about the above-mentioned test(s) can be located from Hanyu Shuiping Kaoshi: HSK website at http://www.hsk.org.cn/Index_E.aspx

10. APPLICATION REQUIREMENTS AND PROCEDURES

All prospective students have to submit the completed application form, together with all required application documents to Nanyang Language & Business School Pte Ltd.

Every student seeking admission to NLBS is required to sits for an entrance exam to assess the students’ language ability to succeed in his course of study. This is compared to the required level for the student. If required, a customised tuition service for a specific number of hours is proposed to bridge the gap.

A Letter of Offer is being sent to the prospective student to inform the student that their course application has been approved, but that their admission as a student is conditional upon their application for a Student Pass (applicable for international students only) is being approved.

The Letter of Offer includes important information that they had been briefed on at the time of application and that students should refer to the School’s website should they require further information. Students will again be reminded of this important information during the Orientation.

International students are required to pay the Student Pass handling fee and Immigration & Checkpoints Authority (ICA) administrative fee upon signing the standard PEI-Student Contract. NLBS will then apply the Student’s Pass online. The Student Pass application procedure will take about 4 – 6 weeks (approximated).

When the Student Pass is approved (applicable to international students only), the School informs the student to enrol. The student shall make full payment of the fees (registration fee, course fee, material fee, assessment fee, Fee Protection Scheme Insurance fee, medical insurance fee and miscellaneous fee where applicable).

Upon received of the full payment of the fees payable, the student shall receive the ICA’s In- Principle Approval of Student’s Pass from NLBS where the student shall proceed to the ICA with the letter to obtain his/her Student’s Pass.

14 of 36 If the student is not in Singapore and requires NLBS to apply his/her Entry Visa, he/she shall make payment of the fees due. NLBS will mail the Entry Visa to the student once it is approved.

If the student requires additional services such as accommodation & airport reception, an advance notice of 2 weeks must be given and the payment of relevant fees due shall be made beforehand. In the event when the Student’ Pass application is rejected by the ICA or when the student decides to withdraw his/her application mid-way, the Student Pass handling fee & IC A administrative fee will not be refunded. All refund requests for fees payable other than the Student Pass handling fee & ICA administrative fee will be handled according to NLBS’s refund policy.

10.1 Documents to be provided by International Prospective Students

1. The 4 notarised documents with English translation as follows: (i) Notarised copy of applicant’s Birth Certificate (ii) Notarised copy of applicant’s highest Education Certificate attained (existing students can request for a Verification Letter (to be notarised) from their current school) (iii) Notarised copy of applicant’s Academic Transcripts (iv) Notarised copy of applicant’s or his/her parents’ bank account statement. (saving period must be above 3 months & with a minimum of RMB$150,000 or equivalent)

2. Copy of the completed application form of Nanyang Language & Business School Pte Ltd

3. Passport-sized photographs of the applicant (2 photographs)

4. Applicant’s Passport profile page (photocopied)

5. Verification of the applicant’s or applicant’s parents’ annual income in English (includes job position, job nature, annual income, and the company seal. If parents are self-employed, please provide the relevant business license)

6. Photocopy of the applicant’s and/ or applicant’s parents’ proof of identification and bank account book.

Important Note: If the student is above 19 years old, the above-mentioned 4 notarised documents must be authenticated by Ministry of Foreign Affairs in their home country or authorised bureaus of Foreign Affairs in the various provinces/ states.

11. STANDARD STUDENT CONTRACT Nanyang Language & Business School Pte Ltd adopts the CPE Standard PEI- Student Contract which clearly states the following:

• Course information (including the course full schedule) • Course fees and payment schedule • Refund Policy

15 of 36 • Fee Protection Scheme (FPS) • Medical Insurance Scheme • Additional Information on relevant matters A sample of the Standard PEI-Student Contact can be downloaded at our School website at www.nyschool.edu.sg

12. ORIENTATION PROGRAMME

The half-day Student Orientation programme organised by Nanyang Language & Business School Pte Ltd is as follows:

Welcome Address Benefits Of Student Protection Scheme / Student Pass Requirements / Procedures Course & Qualification of Award; Graduation Tuition / Non-Tuition Fee Payments

Adjusting To The Singapore Environment - The Do’s & The Don’ts

Student Pass - Inform School 14 Days Before The Expiry Day - Prohibited to work in Singapore Student Welfare Needs – Accommodation. Recreation & Leisure Activities, etc

Complaints & Grievance Procedures Redress Policies

Courses And Post Graduate Opportunities

Student’s Contact: Home Country & Singapore

16 of 36 13. STUDENTS’ SUPPORT SERVICES

Nanyang Language & Business School Pte Ltd does not only take care of the students’ academic matters but also their overall well-being and holistic development. It is also the School’s responsibility to provide assistance to students with difficulties and needs. Hence N LBS puts in every effort to ensure that there are adequate Student Support Services to enrich our students’ learning experience.

Services Details Staff-In- Charge Student • Airport pickup Administrative Welfare • Accommodation arrangements • Student Orientation Program by Nanyang Language & Business School Pte Ltd staff • Medical insurance coverage for hospitalization and related medical treatment for the entire course duration

Academic • Special help in the form of extra lesson time Academic related or counseling for students who face difficulties in class • A tuition support system and an individual • Study plan based on each student’s learning needs

Administrative • Student Pass Application /Renewal Administrative • Replacement of Student’s Pass upon loss • FPS application • Medical Insurance coverage • Complaints/Dispute Resolution • Refund of course fees • Transfer/Withdrawal of course

Extra- • Volunteer work at nursing home Administrative curriculum • Motivation talks and Activities Activities • Student Personal Development Program • Reading Program Counseling • Pre-course counseling Trained staff & Services • Pastoral counseling agents(for pre- • Career guidance course counseling) • Advice on future education path

17 of 36 14. REFUND POLICY This policy aims to manage refunds for students under various conditions in a fair and reasonable manner for any payment made. The refund policy encompasses the time frame and conditions for all forms of refunds. It indicates any non-refundable fee paid (where applicable) and also the status of fees paid should the course be cancelled. The terms and conditions of refund are governed by the PEI-Student Contract agreed upon and entered into between the PEI and the student. Students must pay their fees due as laid out in the PEI-Student Contract and by the date(s) stipulated in the PEI- Student Contract.

1. REFUNDS UNDER VARIOUS CONDITIONS 1.1 Refunds for Withdrawal with Cause: NLBS shall inform the Student immediately within three (3) working days under the following circumstances:

 it fails, for any reason, to commence the Course on the Commencement Date;  it terminates the Course, for any reason, prior to the Course Commencement Date;  it fails, for any reason, to complete the Course by the Course Completion Date;  it terminates the Course, for any reason, prior to Course Completion Date; or  Immigration and Checkpoint Authority (ICA) rejects the Student’s Pass application.

NLBS shall, within seven (7) working days of notifying the student in writing of the above circumstances, 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.

The student shall be entitled to immediately withdraw from the Course by giving written notice to NLBS of his/her intention to do so if NLBS is in breach of any of its obligations under the circumstances in Clause 1.1.

1.2 Refunds for Withdrawal without Cause

Where the Student withdraws from the Course for any reason other than those set out in Clause 1.1, the PEI shall after receiving the student’s application for withdrawal (and in any event no more than seven (7) working days after receiving such notice) refund to the student the following sums (less any applicable bank administrative charges):

General Circumstances:

Amount: The amount of refund is based on when the student’s written notice of withdrawal is received, as indicated below, less any 3rd party charges:

18 of 36 % of [the aggregate amount of If Student’s written notice of withdrawal is re- the Course Fees and Miscella- ceived neous Fees paid] (“Maximum Refund”) More than 60 days before [80%] the Course Commencement Date 30 – 60 days before the Course Commencement [60%] Date 29 days or less before the Course Commence- [50%] ment Date [0%] On the Course Commencement Date [0%] After the Course Commencement Date

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

Exceptional Circumstances The actual number of days (indicated under “If student’s written notice of withdrawal is received”) may vary based on the date of signing Student Contract with the cooling-off period of 7 working days and the commencement date taken into account. Please refer to the Student Contract for more details. 1.3 Cooling-off Period NLBS shall provide the student with a cooling-off period of 7 working days after signing the PEI-S- tudent Contract. Within these 7 days and regardless whether the Course Commencement Date has passed, the student can submit written notice of withdrawal to the PEI and receive the Maximum refund amount stipulated by NLBS under Clause 1.2. Any Course Fees consumed by the student will be deducted if the withdrawal date is later than the Course Commencement Date and the student has started the course. Any NLBS administrative charges which are stipulated in the Miscellaneous Fees and any applicable bank administrative charges properly paid might be deducted. 2. Refundable Fee 2.1 Type of refundable fee and conditions: Types of Fees Fee Refundable &Condition (if any) Course Fee (brought over from existing Non-Refundable course) Application Fee Non-Refundable Student Pass Fee Non-Refundable If the FPS (Insurance) has not been purchased FPS Service Fee If the FPS (Escrow) has not been transferred. If the materials are in saleable condition.(as Teaching Materials Fee judged by the school) Examination Fee If examination not conducted throughout the

19 of 36 course. If the Medical Insurance has not been pur- Medical Insurance chased. Administration Fee Non-Refundable

2.2 Dismissed Student Where a student is terminated for a serious breach of NLBS rules and regulations or breach of Sin- gapore law, there will be no refund of any monies paid.

3. Course Cancellation 3.1 Status of fee paid should any Course be cancelled In the event that NLBS is unable to deliver the course in full, student will be offered a refund of all the course money which the student has paid to date less the total of consumed amounts he/she incurred for the course. Alternatively, the student may be offered enrolment in a suitable alternative course by NLBS at no extra cost. Student has the right to choose either alternative.

3.2 Conditions under which a Course may be cancelled

 Due to insufficient enrolments (less than 5 enrolments) in five (5) working days prior to the course commencement.  Due to unforeseen circumstances which include, but is not limited to Act of God.

4. Approved Course Transfer or Withdrawal request 4.1 Approved Course Transfer Request Refund will be based on the percentage of refund and the required number of days when the student should have given written notice. It is clearly stipulated under the refund policy section in the Stu- dent Contract. In the event that no refund is allowed, those fees brought over from existing course to new course will not be entitled for any refund.

4.2 Approved Withdrawal Request Refund will be based on the percentage of refund and the required number of days when the student should have given written notice. It is clearly stipulated under the refund policy section in the Stu- dent Contract. In the event that no refund is allowed, those fees brought over from the existing course to the new course will not be entitled for any refund.

5. Course deferments (e.g. the student is in China and requests to defer his/her admission) are allowed for students who have not collected their Student Pass. A deferment fee is applicable. Defer- ments are not allowed once the Student Pass has been collected, as there will be a need to cancel the Student Pass. There will be no refund of fees for all deferment cases.

20 of 36 6. Prospective students are briefed on the Refund Policy during pre-course counselling (in China, by the agent, and in Singapore by the Course Consultants / Admin Executive) and later again during the Orientation Program.

7. Full details of the policy are also available on the School’s website, Student Contract and Student Handbook. The policy should be also available in students’ native language where applicable.

8. The orientation checklist requires that students acknowledge the refund policy as explained to them.

9. As part of the annual internal review process, the School will regularly review its refund policy to ensure that it remains fair to students.

10. Discounted/Promotional Course Package For those course packages with promotional price, fee refunds will be based on the actual tuition fee of the module(s).

11. Refund Payment is issued to another party nominated by Student Where a refund payment is issued to another party nominated by student, NLBS shall be deemed to have discharged any obligation in relation to the refund of fees and accepts no responsibility if the student does not receive such refund from the nominated party.

12. Different Types of Payments For those students who have previously made course fee payment by Credit Card or NETs, mer- chant fee will be deducted if the refund request is approved.

13. Refund Processing Fee and Processing Time Refund Processing Fee of S$50 will be incurred if the request is approved. Exemptions will be given to the circumstances stated in Clause 1.1. In accordance with the PEI-Student Contract, the refund process will be completed within 7 working days.

14. Refund Payment Mode For approved request, refund payment will be either by cash, cheque or bank telegraphic transfer. If the student prefers bank telegraphic transfer, any incurred bank charges will be borne by the student.

21 of 36 15. TRANSFER/ WITHDRAWAL POLICY This policy aims to define how NLBS manages students’ requests for transfer or withdrawal in a fair and acceptable manner.

TRANSFER CASE 1.1 Course Transfer Course transfer means a student changes the course of study but remains as a student of NLBS. The request for transfer from one course to another course within NLBS will only be considered if the Course Transfer Request Form is duly completed and signed by student.

1.1.1 Book Exchange Book exchange will be expected within three (3) days from the date of book collection and the books are in saleable condition.

1.2 Level Transfer Level transfer is only applicable for those courses with progressive levels. For example, Preparatory Course for Admission to Government Schools and Certificate in Standard English. The request will only be considered if the Level Transfer Request Form is duly completed and signed by student.

Each student is only entitled to one transfer per module.

1.2.1 Book Exchange Book exchange will be expected within three (3) days from the date of book collection and the books are in saleable condition.

1.3 Circumstances in which a transfer will be granted A student must satisfy NLBS that they have a genuine case to request a transfer. The grounds for transfer include, but are not limited to the following circumstances: NLBS is unable to continue to provide the level/course of study; Teacher-in charge advises the student to proceed to higher level or regress to lower level; Student is not coping in the level/course and has sought academic assistance from NLBS that he/she has not improved in his/her academic performance; Student’s parent or guardian considers the change to be in the student’s best interest and has provided written, authorized support for the change.

1.4 Students below the age of 18 Additional requirements of course transfer apply to students below the age of 18. NLBS will seek approval from the student’s parent or guardian before approving the student’s request. Supporting documents must be produced if the student’s parent or guardian approves or rejects the request. If

22 of 36 the student’s parent or guardian fails to respond within 10 working days, NLBS will treat the request as withdrawn.

1.5 Duly completed and signed request form Request will be accepted only when the form is duly completed and signed by student. Incomplete form will be considered void.

1.6 Conduct of written test/interview/counselling If the written test/interview/counselling is required, The administrator will inform student to attend written test/interview/counselling on stipulated time. Once the written test/interview/counselling has been arranged, student is required to attend it on time. If the student fails to attend it without notifying the Administrator, NLBS will treat the request as withdrawn.

1.7 Additional Fee Payable Additional fee(s) will be incurred if the request is approved as follows:

Additional Fee Payable Level Transfer Course Transfer

Transfer Fee S$200 S$200

Exemptions will be given to the following: i. Request with teacher’s recommendation ii. Request received within 3 working days after level/course commencement

Course Fee Difference in course fee

FPS Insurance/ESCROW Processing & N.A 2% of Total Course Administration Fee Fees Payable (which stated on the Student Contract)

Minimum Charge: S$50

Material Fee Actual charge based on material required

Examination Fee Actual charge based on the chosen course

23 of 36 1.8 Specific Requirements If the Course Transfer Request is approved, NLBS will have to terminate the existing Student Contract and sign a new Student Contract. Both the original existing Student Contract is automatically rendered null and void after a new Student Contract is signed.

NLBS will have to inform FPS service providers and relevant government agencies of any change in students’ status that may affect the Student’s Pass issued. NLBS will assist the students in transferring their existing Student’s Pass to a new Student’s Pass applied under new course. The application for Student’s Pass shall be subjected to the approval of ICA.

1.9 Formal Letter A formal letter will be issued to the student to reject the application or to effect the transfer.

1.10 Notification Notifications of any arrangement will be sent out via SMS and/or email.

1.11 Time Frame For Level Transfer Request and Course Transfer Request, NLBS take 14 working days and 22 working days respectively for assessing and replying to student.

2. WITHDRAWAL CASE Withdrawal means the student contract is terminated and the student is no longer a student of NLBS. The request will only be considered if the Course Withdrawal Request Form is duly completed and signed by the student.

2.1 Circumstances in which a withdrawal will be granted A student must satisfy NLBS that they have a genuine case to withdraw from NLBS. The grounds for withdrawal, but are not limited to the following circumstances:

 NLBS fails to commence or complete the course on specified date;  Student complete the course at NLBS;  Student transfer to another PEI within Singapore;  Student compassionate or compelling circumstances.

2.2 Transfer to another PEI within Singapore This type of transfer out from NLBS to another PEI within Singapore is deemed as termination and withdrawal from the original course enrolled for. A copy of letter of offer or letter of acceptance from new school must be produced during request submission.

2.3 Supporting documents

24 of 36 Additional supporting documents must be produced during the submission of request.

2.4 Counselling Session If the student withdraws from any course which is not fully completed, a counselling session will be held between the student and the course consultant to understand the reasons for withdrawal and where appropriate, to offer alternative courses to the student. Implication of the status of the student’s pass will be clearly explained.

2.5 Students below the age of 18 Additional requirements of Course Withdrawal Request apply to students below the age of 18. NLBS will seek approval from the student’s parent or guardian before approving the student’s request. Supporting documents must be produced if the student’s parent or guardian approves or rejects the request. If the student’s parent or guardian fails to respond within 10 working days, NLBS would consider the request has been withdrawn.

2.6 Student’s Right to Cancel the PEI-Student Contract The student shall have the right to cancel the PEI-Student Contract within 7 working days from signing the PEI-Student Contract, or within 7 working days from the date this notice has been brought to his/her attention, whichever is the later (the “Cooling-Off Period”).

Student is entitled to cancel the PEI-Student Contract during the Cooling-Off Period for any reason, and is not obliged to give any reasons to the PEI for doing so. A written Notice of Cancellation must be sent by email or fax to NLBS, or leave a copy with NLBS administrative office. If the Notice of Cancellation is left with NLBS administrative office, Course Consultant is to acknowledge receipt of the Notice by signing on it and returning one copy of the Notice to student.

Upon canceling the PEI-Student Contract, the PEI must refund student the monies paid in accordance to Clause 2.5 of the PEI-Student Contract.

2.7 Specific Requirements If the Course Withdrawal Request is approved, NLBS will have to terminate the existing PEI- Student Contract. Both the original signed copies of existing PEI-Student Contract are automatically rendered null and void after the Course Withdrawal Request is approved.

Upon NLBS acknowledges the receipt of duly completed and signed Notice of Cancellation during the cooling-off period of 7 working days, both the original signed copies of existing PEI-Student Contract are automatically rendered null and void. [Refer to PEI-Student Contract Execution Procedure.

NLBS will cancel Student’s Pass and submit the relevant supporting documents to ICA (where

25 of 36 applicable). NLBS will inform FPS service providers, CPE and relevant government agencies of any change in students’ status that may affect the Student’s Pass issued.

NLBS will issue past attendance records to students who are transferring to another PEI within Singapore. The attendance rate will be issued through ICA online solar+ system.

2.8 Formal Letter A formal letter will be issued to the student to reject the application or to effect the withdrawal.

2.9 Refund of any fee paid Conditions for refund on any fee paid are stipulated in Refund Policy and Procedure.

2.10 Validity Period If there is any remaining credit sum of fees paid at the point of withdrawal, NLBS allows:

- Student to utilize the sum within the window of 1 year to complete any course with NLBS; or

- Student to transfer the sum to student's friend and relative* who might be interested to attend any course with NLBS (*Exception: NLBS existing students or those students who have previously contacted NLBS for course enquiry); and

- For those who fail to do as above mentioned within the validity period, the credit sum of fees paid will be forfeited.

2.11 Time Frame

For Withdrawal Request, NLBS will take 22 working days for assessing and replying to student in writing.

3. STUDENT DISMISSAL A student may be considered for dismissal when his/her behavior falls within one or more of the categories of offenses.

3.1 Circumstances in which a student may be considered for dismissal Management Team may dismiss a student, immediately terminating his/her attendance in a course. The grounds for dismissal include, but are not limited to the following demonstrable behavior(s):

 Violation of any Singapore laws  Violation of any NLBS rules and regulations  Absenteeism for a continuous period of 7 days or more without any valid reason

26 of 36 3.2 Dismissal Notification Student will be informed in writing that he/she is being dismissed. Letter of Dismissal, signed by Principal, will outline the grounds for dismissal and also request that the student report to NLBS immediately.

For those students below the age of 18, NLBS will inform the student’s parent or guardian on the student dismissal in writing.

3.3 Request for Reconsideration Student dismissed may request reconsideration by submitting a written request to Principal within 2 working days after being notified of the dismissal. If a written request for reconsideration of dismissal is not received by Principal within 2 working days after the student was notified of the dismissal decision, then the student has forfeited the right to request for reconsideration. No other avenue for requesting reconsideration is available to the student.

3.4 Outcome of Reconsideration After receiving the student’s written request for reconsideration, Management Team of NLBS will review the request and render a decision. If the dismissal decision is upheld, the student is dismissed from NLBS. If the dismissal decision is not upheld, the student will be reinstated as an active student in NLBS. Letter of Reinstatement will be issued.

The decision of Management Team is final. There is no recourse from the decision of the Management Team.

3.5 Cancellation of Student’s Pass The dismissed student shall surrender his/her Student’s Pass for cancellation within 3 working days after the student was notified of the dismissal decision. If the student fails to do so, NLBS will lodge a report to ICA and police station. The student will have to bear all consequences should any matter occur arising.

3.6 Refund of any fee paid No refund will be given to student who is dismissed from NLBS for disciplinary reasons or who fails to follow official withdrawal procedures.

3.7 Specific Requirements NLBS will have to terminate the existing Student Contract once dismissal decision is upheld. Both the original signed copies of existing Student Contract are automatically rendered null and void.

27 of 36 NLBS will have to inform FPS service providers, CPE and relevant government agencies of any change in students’ status that may affect the Student’s Pass issued.

16. FEE PROTECTION SCHEME

Under the Council for Private Education (CPE) EduTrust Certification scheme, all EduTrust certified Private Education Institutions are required to adopt the Fee Protection Scheme (FPS) to provide full protection to all fees paid by their students. (Students may refer to the website link of the CPE at www.cpe.gov.sg

Nanyang Language & Business School Pte Ltd adopts a combination of insurance scheme and escrow scheme to protect its students’ fees. The insurance service is provided by LONPAC INSURANCE BHD while the escrow service is provided by HONG KONG & SHANGHAI BANKING CORPORATION LIMITED (HSBC).

All course fees1, and miscellaneous fees2 are required to be covered by FPS insurance or deposited into the FPS Escrow Account. Student is required to pay six months of the fees at the first payment. Second and subsequent payments of the balance will be collected in six monthly intervals.

17. MEDICAL INSURANCE SCHEME

Nanyang Language & Business School Pte Ltd provides support service for medical insurance coverage on hospitalisation and related medical treatment for the entire course duration.

The details of the medical insurance adopted by our School are as follows:

Provider: HSBC Insurance: STUDENT ENRICH Annual limit not less than $20,000.00 4 Bedded Government Ward (Above B2 Ward)

For more information with regards to the Medical Insurance Scheme, please refer to the School’s website at www.nyschool.edu.sg.

18. MISCELLANEOUS FEES

Miscellaneous fee refers to any non-compulsory and non-standard fee which the student pays only when necessary or applicable. These miscellaneous fees need not be protected but they must be reflected clearly in the student contract. The school’s miscellaneous fees payable by the student are as follows:

Purpose of Fee Amount (S$) and When Payable Exam appeal fee SGD $60.00 Re-exam fee SGD $50.00 per Re-exam

28 of 36 Exam on demand fee - AEIS SGD $650.00 (estimated)*

Course Transcript SGD $50.00 per course Late Payment fee 1% of fee payable NETS fee 2% of fee payable Deferment fee (student unable to come to Spore SGD $50.00 to start course as initially scheduled) Admin charge for student pass replacement SGD $150.00 #Welcome Pack SGD $500.00

# Welcome Pack inclusive of service rendered to students for airport pickup, accommodation arrangement, medical check up arrangement, collection of Student Pass, opening of bank account etc.)

* The examination on demand fees payable is estimated. For the exact individual Exam fee payable, please refer to either the MOE’s website (www.moe.gov.sg).

19. CONFIDENTIALITY OF STUDENT DATA

Nanyang Language & Business School Pte Ltd treats all student data as confidential and strictly for internal use only. The School will use student data that it collects only for the purposes indicated. Consent will be sought from students for the use of students’ data beyond the original intent of data collection, unless requested by government agencies.

It is also the School’s policy that confidential data should be stored in a secure manner to protect confidentiality. These policies would also cover course assessment materials and students’ results.

20. COMMUNICATION CHANNELS

Nanyang Language & Business School Pte Ltd adopts the following mechanisms to disseminate information to external parties:

• Website • Letters and email • Noticeboard (for students) • Dialogues with parents • Dialogues with students

29 of 36 • Dialogues with employers • Annual recruitment agents conference

21. STUDENT’S PASS APPLICATION PROCESS

21.1 Eligibility A foreigner is required to apply for a Student’s Pass if he/she wishes to pursue full- time studies in Singapore in a EduTrusted Private Education Institution (PEI) that is registered with the Council for Private Education (CPE).

With the Council for Private Education (CPE)’s launch of the Enhanced Registration Framework, from 21 Dec 2009, all PEIs will need to be awarded with EduTrust to offer school placement for international students. Student’s Pass applications will be accepted only if they are for international students who are enrolled in an EduTrusted PEI. Please refer to http://www.cpe.gov.sg for a list of EduTrust-certified institutions.

A foreigner is exempted from applying for a Student’s Pass if he /she is a: • Holder of the Immigration Exemption Order; or • Visitor who has been granted a short term Visit Pass at the Singapore Checkpoint and wish to attend a short course that can be completed within the validity period of the initial Visit Pass granted to him/her at the Singapore checkpoint or 30 days, whichever is shorter.

However, this is only applicable if the course: • Is a complete and stand-alone module of its own. (i.e. the courses should not have multiple programme modules); and • Does not involve hands-on practical occupational training and/or industrial attachment which have interaction with walk- in customers or be conducted at premises that are also the places of business, e.g. hair salons and beauty salons.

21.2 New Applications

New applications are to be submitted at least 2 months and not more than 6 months from the course commencement date.

Applicants are not required to be present in Singapore while their applications are being considered. Hence, applicants are advised to apply for a Student’s Pass before arriving in Singapore as no extension of stay will be granted while the applications are under processing.

Applicants are advised to enter Singapore to complete the formalities for the issuance of a Student’s Pass only after their applications have been approved. The student will be issued with his or her Student’s Pass within one month from the course commencement date.

21.3 Submission

Nanyang Language & Business School Pte Ltd will submit the new applications for a Student Pass on behalf of the international students.

30 of 36 New applications by PRC nationals, who are above 19 years old (i.e, passed their 19th birthday at the time their applications are submitted to ICA) and wish to attend a language, commercial, vocational or fine arts non-graduate/postgraduate degree course [including the University of London (UOL) tuition programmes], will be routed to the Singapore Embassy in Beijing (where an interview with the applicant may be required) for processing before routing to ICA for assessment.

21.4 Processing Time The general processing time for a new application is about 4 weeks upon the receipt of a duly completed application by ICA. Some applications may however take a longer time to process. The PEI will be notified of the outcome via (SOLAR+) system.

21.5 Security Deposit When the application for a Student’s Pass is approved, an In-Principle Approval (IPA) letter will be issued for the applicant to complete the formalities and collect the Student’s The Security Deposit if required, would be indicated in the IPA letter to the applicant. Please click here for a copy of the Security Bond Form.

Security Deposit (if required) is listed in the table below: The amount of applicants is not required to furnish a Security Deposit if they are: • Nationals from Malaysia and Brunei; • Holders of valid Dependant’s Pass, long term Visit Pass and work pass; • Children/Spouse of Singapore Citizens/Permanent Residents; • Foreign students who study in kindergartens registered with MOE/childcare centres licensed by MCYS ; • Foreign students who pursue a full- time university degree (Graduate/Post-

Rate per Country Form of Security Deposit Person (i) Bangladesh, Banker's Guarantee from any established Myanmar, People's bank in Singapore or Cashier's Order S$5,000/= Republic of China & India (ii) Indonesia, Philippines Banker's Guarantee from any established S$1,000/= & Thailand bank in Singapore or Cashier's Order or (iii) NETS Others S$1,500/=

Graduate)programme, except for the University of London (UOL) tuition • programme, at an approved PEI; and • Below 16 years old at the point of application.

21.6 Completion of Formalities

With effect from 1 April 2009, all completion of formalities is strictly by appointment only. Please use our e-appointment facility to select the preferred date and time to complete Student’s Pass formalities. On the date of the appointment, please proceed to the Self-Service Ticketing Kiosk 3 located at Visitor Services

31 of 36 Centre (4th Storey), ICA Building to obtain a queue ticket. Applicants are advised to be punctual for their appointments.

22. PASTORAL COUNSELLING

The pre-course counselling framework recognises that the person seeking to enroll at the School has 3 facets to be addressed: -as an individual with needs

-as a professional in-the making The pre-course counselling provides inputs to address these three facets as follows.

As person Relevant Singapore laws especially those relating to ICA 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; As person Student contract (Criterion 4.2.1) clauses; As person Students’ support services (Criterion 4.5); As person Advice on personal and medical insurance; As person Advice on accommodation and the cost of living; As person General healthcare services in Singapore; and As person English language proficiency requirement (if applicable).

As professional Course counselling (Criterion 4.5.2) to match the aspirations of the prospective students with the course learning outcomes; As professional Type of certification awarded at the end of the course (certificate/diploma/advance diploma/degree/master/PhD etc);

As professional Opportunities for further education after graduation or job prospect after graduation;

32 of 36 As professional Course modules and outlines (Criterion 5.1.1); As student School’s location(s) and a general description of the facilities and infrastructures; As student Application requirements and procedures; As student Total payable fee throughout the course duration. Fee must be transparent so that there are no hidden costs; As student FPS adopted by the School (Criterion 4.1.1), payment methods and schedule; As student Refund policy (Criterion 4.3.1); As student Transfer and withdrawal policy (Criterion 4.4.1); As student Course admission requirements (Criterion 5.1.1) and any exemption (if applicable); As student Course duration and assessment schedules (Criterion 5.1.1);

As student Promotion and award criteria, including any special condition (Criterion 5.1.1) if applicable; As student Reference to CPE official website (www.cpe.gov.sg) for more details; etc. As student Visa and student’s pass application requirements and procedures;

Basic pastoral counselling, if required, is provided by the Student Care Officers at the first instance. Should a professionally trained counsellor be needed, the school will refer the student to external qualified Professionals.

33 of 36 23. STUDENT FEEDBACK PROCEDURE

Nanyang Language & Business School Pte Ltd accepts feedback / complaints in hard copy (e.g. letter or fax) or soft copy (e.g. email) from the public, staff or students. Upon receipt of the feedback / complaint, Principal will direct the relevant manager or staff to look into the matter and to report back to him.

The School shall give an acknowledgement or initial response to the feedback / complaint within 3 days. The School targets to resolve feedback / complaints within 14 working days.

On disputes, it is the School’s policy is to try to reach a fair and amicable solution (that is, a solution is found to address the grievance that is fair and acceptable to both parties, the student and the school).

The aggrieved party, the student, must submit the grievance in writing to the School.

The Principal will assign the relevant manager to establish the facts of the case and complete the necessary investigation within 7 working days.

The manager will decide whether the complaint/grievance is justified, and if so, offer a solution to the student. If the student accepts the solution, no further action will be pursued except to record and file the grievance and solution.

If the student declines the solution, the grievance will be referred to the Principal who will review the case and offer a second solution. All these proceedings would be completed within 14 days and complainants are kept informed of the status.

If the student still refuse to accept the second solution and before the maximum of 21 days, the School will propose that the matter be resolved through the Dispute Resolution Scheme of the Council for Private Education.

34 of 36 The Grievance Procedure is shown in the figure below.

Student submits grievance in writing

Assigned staff looks into grievance

No Grievance justified?

Offers solution School offers explanation

No Director / Manager Accepted reviews case by student?

No Offer Yes alternate solutions?

Yes Accepted Agreed action (if any) by student? taken. Grievance filed for record No

School refers matter to CPE Student Services Centre

35 of 36 24. BRANCHES DIRECTORY

Jurong East Campus (Head office) Address: 135 Jurong Gateway Road #03-333/335 Singapore 600135 Tel: (65) 6899 0828, (65) 6899 0881 Fax: (65) 6899 3238 Bus: 51, 52, 66, 78, 79, 97, 98, 98M, 105, 143

Coronation Campus Address: 587 Bukit Timah Road，Coronation Shopping Plaza #03-18/19/43 Singapore 269707 Tel: (65) 6466 1689 Fax: (65) 6466 1689 Bus: 852, 961, 174, 171, 170, 156, 961, 67, 66

Bugis Campus Address: 149 Rochor Road, Fu Lu Shou Complex #02-36 Singapore 188425 Tel: (65) 6336 1868 or (65) 6336 5028 Fax: (65) 6336 9508 Bus: 7, 33, 12, 48

For more information or further clarifications Website: www.nyschool.edu.sg Contact person for students: Ms Grace Deng, Marketing Manager Contact email: [email protected] Contact number: 68990881

36 of 36