barclyne
Policies

Dispute Resolution System

The college accepts feedback / complaints in hard copy (e.g. form, letter or fax) or soft copy (e.g. email) from the public, staff or students. Upon receipt of the feedback / complaint, Student Service Officer will forward the feedback or complaints to the Principal or Vice Principal who will indicate the relevant manager or staff to follow up. For serious cases, the matter may be settled directly by the Principal and / or Vice Principal, or may be forwarded to the Management Team for follow up.  

  

The college targets to give an acknowledgement or initial response to the feedback / complaint within 3 days of receipt.  In this acknowledgment, the Student Service Officer will inform that BCI will reply within 7 working days.

  

The relevant manager who has been assigned to follow up on the complaint will investigate. He is expected to complete the necessary investigation and propose to the complainant a solution within 7 working days.

  

If the complainant accepts the solution, no further action will be pursued except to record and file the grievance and solution.

  

If the complainant declines the solution, the grievance will be referred to the Management Team / Principal / Vice Principal (as appropriate) 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 complainant still refuses to accept the solution offered by BCI, and before the maximum of 21 days, the college will refer the matter concerned and affected person(s) to the CPE Mediation-Arbitration Scheme via CPE Student Services Centre (SSC).  CPE subjects cases that are sent to it for resolution to the following conditions, which are part of the Terms of Reference for Dispute Resolution Centres:

 

(a)     It is relevant to private education and arises after the Dispute Resolution Schemes Regulations came into operation on 10 May 2010

 (b)     It is not criminal in nature; and

 (c)      It has not received a judicial decision in the courts.

  

Feedback Mechanism for Students

Barclyne College International is committed to prime our students for success through value driven education. To inculcate such kind of practice the college has opted for a mechanism of feedback from its students. This process of feedback comprised of questionnaire surveys and suggestions of any kind in writing, which shall be put into the Feedback Box being placed in the college at an appropriate place. All feedback and the actions taken to resolve them are filed in the college’s Feedback Log Book that also provides information on nature of feedback and the time taken to resolve. 

 

Refund Policy

 

A. Refund due to the College's non-performance or refusal of student pass by ICA

 

The college shall inform the student immediately within three (3) working days if

1)      it fails, for any reason, to commence the Course on the Course Commencement Date;

2)      it terminates the Course, for any reason, prior to the Course Commencement Date;  

3)      it fails, for any reason, to complete the Course by the Course Completion Date;

4)      it terminates the Course, for any reason, prior to Course Completion Date; or

5)      the Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).

 

The college shall, within seven (7) working days of notifying the student in writing of above circumstances 1) to 5), 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 the college of his/her intention to do so if the college fails to perform its obligation(s) under the circumstances in 1) to 5) above.

 

Amount and Time Frame for Refund

No more than seven (7) working days after receiving student’s written notice of withdrawal, the college shall refund:

1)      The entire amount of the Course Fees; and

2)      The Miscellaneous Fees.

 

Conditions for cancellation of course and Refund

The College reserves the right to cancel the course if the student number is less than five (5) in which case the refund policy above applies. The College will inform students of the cancellation of course not less than three (3) working days before the course commencement. In such a case, the application fee will also be refunded within seven (7) working days after the announcement of cancellation of course. 

 

B. Refund due to Student’s withdrawal 

 

Where the student withdraws from the course for any reason other than those set out in Part A above, the amount refunded is based on when the student’s written notice of withdrawal is received, as indicated in the table below:

 

Amount

 

% of   the aggregate amount of the fees paid

If Student’s written notice of withdrawal is received

 

80%

(“Maximum Refund”) More than 15 days before the Course Commencement Date

70%

Before, but not more than 15 days before the Course Commencement Date

50%

After, but not more than 7 days after the Course Commencement Date

10%

More than 7 days after the Course Commencement Date, but not more than 15 days after the Course Commencement Date

0%

More than 15 days after the Course Commencement Date

* less any applicable bank administrative charges properly paid

 

 

Time Frame for Refund

No more than seven (7) working days after receiving such notice.

 

Cooling-Off Period

The college shall provide the student with a cooling-off period of 7 working days after signing Standard Student Contract. Within these 7 days and regardless whether the Course Commencement Date has passed, the student can submit written notice of withdrawal to the college and receive the Maximum Refund amount stipulated by the college under Part B above, less any Course Fees consumed by the Student if the withdrawal date is later than the Course Commencement Date and the student has started the course and any applicable bank administrative charges properly paid.  

 

Conditions for Non-commencement or Cancellation of Course

The College reserves the right not to commence a course (that is, to cancel the course which was scheduled to start on the commencement date that was communicated to the student) if the student number is less than five (5).  The College will inform students of the cancellation of course not less than three (3) working days before the originally scheduled date of course commencement. The refund policy then applies.

 

Non Refundable Fees

The following are non-refundable

1)        Application Fee. However, in the circumstance where the College has decided not to commence a course, the application fee will be refunded within seven (7) working days after the student is notified, unless the student takes up alternative study arrangements with the College. 

2)        Miscellaneous Fees paid to the school. However, a refund will be made in a ‘withdrawal for cause’ scenario due to the College’s non-performance of its contractual obligations or if the student pass application is rejected by ICA.

3)        Third parties charges e.g. Bank charge, AEIS registration fee, ICA Student Pass application fee and Issuing Fee.

4)        No refund of any fee if the student has committed an offence and is expelled by the College after due process of investigation by a Disciplinary Committee set up by the Principal.

 

Refund Procedure

 

The college’s refund procedure covers the following commonly occurring situations:

1)        College’s non-performance

2)        ICA not approving the student pass

3)        Student changes his mind during the 7 day cooling off period

4)        Student’s withdrawal without cause.              

 

The procedure for student initiated refund (due to Student’s withdrawal / change of mind during 7 day cooling period , etc) is as follows:

1)        When the student intends to withdraw from course, the student needs to inform Student Service Centre.

2)        Student Service Centre will find out reason of withdrawal, explain about the student pass cancellation matters, calculate the amount for refund (if eligible) and administer the end course survey.

3)        Student Service Centre will generate Withdrawal / Transfer / Cancellation Application Form via Student Management System and print it for student to sign. If student is below 18, parent / guardian consent for the withdrawal application is needed as well. 

4)        Principal may interview the student to understand his situation.

5)        Principal signs the form and then passes the case to the Student Service Centre

6)        Student Service Centre passes the case to Admin Manager for processing refund.

7)        The Student Service Centre attends to the various withdrawal matters including

-            Inform ICA to cancel the student pass

-            update attendance records

-            Print and issue Student’s results and Attendance Report.

8)        The Admin Manager will administer the following matters

-            Update CPE FPS Data File 1

-            Inform the FPS provider within 3 working days.

-            Refund course fees, if any

 

 

The procedure for a college initiated refund (due to the college not performing / ICA not approving the student pass, etc) is as follows:

1)        After the Vice-Principal in consultation with the Principal / Management Team decides not to commence the course, he shall inform the Students and Education Consultant within three (3) working days;

2)        Education Consultant provides 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. In the case of the rejection of ICA student pass, the Education Consultant will counsel the student with information and details of the alternative confirmed course arrangement.  

3)        If the student accepts the alternative arrangement, the Education Consultant will terminate the current contract and proceed with a new contract with the student.

4)        If the student does not accept the alternative arrangement, he will send a written notice of withdrawal to Student Service Centre for refund processing.

5)        Student Service Centre will generate Withdrawal / Transfer / Cancellation Application Form via Student Management System and print it for student to sign. If student is below 18, parent / guardian consent for the withdrawal application is needed as well. 

6)        Principal signs the Withdrawal / Transfer / Cancellation Application Form and passes the case to Student Service Centre and Admin Manager for processing.

7)        The Student Service Centre attends to withdrawal matters including

-            informing ICA to cancel the student pass

-            Update attendance records

9)        The Admin Manager will administer the following matters if applicable

-            Update CPE FPS Data File 1

-            Inform the FPS provider

-            Refund course fees

-            Application fee is refunded only in the case of non-commencement of course

 

 

Transfer and Withdrawal Policy

 

The college allows students to transfer from a course X to another course Y within the college with a payment of Course Transfer Fee.

 

Should a student transfer from course X to another course Y, this will be treated as a withdrawal from the original course X.  Therefore withdrawal policy applies. But the college may consider giving the student a discount in the new course, the discount amount being not more than the un-used fee of course X.

 

Should a student transfer from course X to another course Y, then withdraw from course Y during the 7 day cooling off period for Y, the refund policy applies to both courses. For example: if a student transfers course from X to Y 30 days after course commencement, according to the refund policy applied to course X, there is 0% refund, so the unconsumed fee for course X that was applied as a discount to the course fee for Y is forfeited. For the “top-up” portion of fee for course Y, student is entitled to the “Maximum Refund” amount stipulated by the college under its refund policy.

 

A transfer to another private college is regarded as a withdrawal from BCI and the withdrawal policy will apply.

 

For students who withdraw because they are successful in their application to educational institutions funded by the Singapore Government (the polytechnics or universities) and who can show an acceptance letter, the college may consider giving a token as award, amount is not more than the unconsumed fee.

 

For students who withdraw because they are successful in their admission to schools funded by the Singapore Government (government Pri. or Sec. schools) and who can show an acceptance letter, the college may consider giving student an award in the form of tuition, the total tuition fees should not be more than the unconsumed fee. 

 

If the student is below 18 years of age, the parent or guardian’s approval for the transfer / withdrawal will be required.

 

The service targets for withdrawal / transfer are as follows:

1)        To complete (including assessing and replying to student’s request, change of status of student’s pass, refund made) the withdrawal process within 7 working days;

2)        To assess and rely to student’s request for transfer within 14 working days and complete the transfer process within 4 weeks.

 

  1. A.      Withdrawal Procedures

 

The college’s procedure for withdrawal is as follows:

 

1)        When the student intends to withdraw from course, the student needs to inform Student Service Centre (SSC).    

2)        SSC will find out reason of withdrawal, explain about the student pass cancellation matters, calculate the amount for refund (if eligible) and administer the end course survey.

3)        SSC will generate Withdrawal / Transform / Cancellation Application Form via Student Management System and print it for student to sign. If student is below 18, parent / guardian consent for the withdrawal application is needed as well. 

4)        Principal may interview the student to understand his situation.

5)        Principal signs the Withdrawal / Transfer / Cancellation Application Form and then passes the case to the SSC

6)        SSC passes the case to Admin Manager for processing refund.

7)        The SSC attends to the various withdrawal matters including

-            Update attendance records

-            Issue attendance records to students

-            Inform ICA to cancel the student pass

8)        The Admin Manager will administer the following matters

-            Update CPE FPS Data File 1

-            Inform the FPS provider within 3 working days.

-            Refund course fees, if any

 

 

  1. B.      Transfer Procedures

 

The procedure for student to transfer to another course within the college is as follows:

 

1)        When the student intends to transfer from course A to course B within the college, the student needs to inform Student Service Centre (SSC).

2)        SSC will find out the transfer reasons and eligibility for transfer.

3)        SSC will check the eligibility for refund, calculate the amount for refund, and explain about the matters of change regarding student pass and administer the end course survey for course A.

4)        SSC will generate Withdrawal / Transfer / Cancellation Application Form via Student Management System and print it for student to sign. If student is below 18, parent / guardian consent for the withdrawal application is needed as well.

5)        Principal may interview the student to understand his situation.

6)        Principal signs the form and then passes the case to the Admin Manager and SSC for processing.

7)        The Admin Manager attends the transfer matters including

-            calculate un-used fee for course A to be discounted from course fee for course B

-            refund fees of course A if applicable

-            inform the FPS provider

-            update CPE Data File 1

8)        SSC administer the following matters

-            Cancel student pass for course A

-            Update attendance records

9)        Education Consultant will execute new Standard Student Contract with student for course B.

10)    Once contract is signed, SSC will proceed with student pass application for the course B.

11)    Upon receiving the payment from the student, Admin Manager will buy FPS insurance within 7 working days. 

 

 

Course Deferment and Extension

 

The College allows students to request for deferment when there are extenuating circumstances are present, such as serious health conditions, pregnancy, or significant care-giving responsibilities arise.  For international students who are in Singapore on a Student Pass, deferment has implications on whether the student may even be able to complete the course.  As these circumstances go beyond its control, the College generally discourages deferment, though exceptions can be made on a case by case basis.

 

Where a deferment is allowed, the length of time of the deferment is not included in the time period for completion of the program and deadlines will be adjusted accordingly.

 

During the deferment, all supervisory processes are suspended. Students can neither undertake any academic or research work nor use any of the College’s facilities during the period of the leave. During the deferment, the student will be considered to have ‘inactive’ status.

 

No program fees or tuition fees will be charged during the deferment period.

 

All deferment arrangements must be discussed as early as possible with the Student Service Centre so that appropriate adjustments can be made prior to the start date of the leave.

 

Students who wish to defer course should submit to the Student Service Centre valid reasons with supporting documents where possible, using BCI’s Deferment Form . The request should include the following:

1)        Reasons for the request;

2)        Length of deferment requested;

3)        Pertinent documentation related to the deferment request (e.g. if a medical leave, provide a letter from a qualified health practitioner).

 

Requests for deferment are subject to approval by the Principal.  Principal will inform the Student Service Centre of his decision. If approved, the Student Service Centre will place a special notation on the student’s record and notify the student of the College's decision.

 

Students are to notify the Student Service Centre once they are ready to resume their studies.

 

Ordinarily, the maximum length of a deferment is one (1) year.

 

The policy of the College is not to allow course extensions.

 

 

Suspension and Expulsion

 

If a student is suspected of committing an offence, the Principal may set up a Disciplinary Committee to investigate the matter and to recommend appropriate disciplinary measures.   These measures may include the following:

1)        Counselling for recalcitrant offenders

2)        Warning letter may be issued to student

3)        Confiscation of items

4)        Zero mark may be awarded for the tests / examination concerned.

5)        Police and Immigration and Checkpoints Authority may be informed.

6)        Suspension and / or Expulsion from the College

7)        Cancellation of student pass and repatriation to home country.

The offender may also have to pay for damages, liabilities or legal charges.

 

The College may decide to suspend the student in the following situations:

1)        Possession / consumption of prohibited product or drugs.

2)        Vandalism

3)        Forgery or cheating / cheating in test and / or examinations.

4)        Physical or verbal abuse

5)        Misconduct related to abuse or misuse of college furniture or equipment

There is no refund to the student for the course fees that are consumed during the period of suspension.

 

The College may decide to expel the student in the following situations:

1)        Stealing

2)        Fighting, hooliganism and extortion

3)        Absent without valid reason for more than 7 consecutive days

4)        More than 24 demerit points in the College’s Discipline Points System

5)        Wilful defiance of the College’s rules and regulations, after having received warning letter(s)

6)        Serious infringements of the laws of Singapore

There is no refund of the course fees, whether consumed or un-consumed, if a student is expelled. 

QQ: 648333439