Student Resources

At OSAC International College, we are aware of students’ need and welfare. As an institution, it is our pleasure to deliver quality student services to meet students’ satisfaction during their studies with us. We offer pre-arrival advice and assistance to prepare student before their arrival in Singapore, so the student will know what to expect and what to do when they were arrived.

Our student support will help student to settle into their life in Singapore, and support throughout their studies with us. Through a broad array of social and recreational activities, we hope to make student feel more at home.


Complaint / Feedback and Dispute Resolution
Fee Protection Scheme
Medical Insurance
Academic Appeals
Transfer / Withdrawal / Deferment and Termination Policies and Procedures
Refund Policy Procedure
Personal Data Protection

COMPLAINT / FEEDBACK AND DISPUTE RESOLUTION


If you have any feedback/ complaint/ grievance (including dispute), you may;

Send us Feedback form

• Forms are obtainable at the reception counter in the general office.

• Download here

Email to feedback@osac.edu.sg

Leave a message at the inbox of OSAC Facebook.

Call us at +65 6732 5077

Walk-in and request to speak to one of the staff.

For more information, please log on to http://www.cpe.gov.sg


Dispute Resolution Process for Student

Here are the steps to be undertaken if you would like to reach a dispute resolution:

STEP 1

You can submit your feedback and complaints via various channels of communications, such as Feedback Forms, emails, telephone calls, etc; which will be directed to the Student Services Department (SSD). The SSD staff will acknowledge and respond feedback/ complaint/ grievance via email and escalate the feedback/ complaint/ grievance to the respective manager, in consultation with the Student Services Manager.

STEP 2

The respective manager will evaluate the received feedback and respond within 3 working days and will also provide a solution with appropriate action within 21 working days.

STEP 3

In the event that solution rendered is unsatisfactory, SSD Manager will refer the case to Singapore Mediation Centre (SMC) for further mediation.


External Resolution

If the student is not satisfied with the outcome / actions taken before the maximum of 21 working days, then we will propose that the matter to be resolved through the CPE Mediation – Arbitration Scheme. For more information of this Scheme, please visit: https://www.cpe.gov.sg/student-services/dispute-resolution

We will also explain the following Dispute Resolution Scheme to the student when we refer the dispute to CPE Student Services Centre (SSC) for assistance.


At the CPE Student Services Centre, the officers will review the complaints and provide the appropriate advice. Depending on the type of complaints, the following resolution procedures are recommended.

ComplaintRecommended Course of Action
Private education institutions which have violated conditions of registration (e.g. misrepresentation or failure to honor contract terms) Official investigation of the private education institution by an inspectorate team from the Committee for Private Education

Unsatisfactory services

(e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates)

Stage1:Mediation

Stage 2: Arbitration

Fee refunds

Small Claims Tribunal

(For amounts less than SGD$10, 000)



Dispute Resolution Scheme

Mediation is a means of dispute resolution in which the parties to a dispute engage the assistance of an impartial third party (called the Mediator) to facilitate negotiations between them with a view to resolving their dispute privately and in an amicable manner.

The focus is not on who is right or wrong, nor on who has a stronger or weaker case. Rather it is on how the parties can move forward and put the dispute behind them. The Mediator helps the parties to adopt a problem -solving approach, move away from their respective positions and focus their interests, needs and concerns.

Arbitration is a process by which the parties of a dispute submit their differences to one or more impartial parties for a final and binding decision. Being an orderly proceeding, arbitration is substantially less formal than court proceedings. Arbitration under the CPE Mediation-Arbitration Scheme is a paper-based proceeding under which each party submits his representation to the Arbitrator for consideration. Confidentially is ensured and the disputes are resolved in a cost-effective and expeditious manner. It is an alternative to dispute resolution by litigation in a court of law.

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FEE PROTECTION SCHEME


All Edu trust-certified Private Education Institution (PEI) is required to adopt the FPS to provide full protection to all fees paid by their students as required under Edutrust Certification Scheme. OSAC has adopted a combination of insurance scheme via Liberty Insurance Pte Ltd and escrow scheme via DBS Bank Ltd to provide fee protection to all its students.

You may refer to the following link for further information;

www.cpe.gov.sg


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MEDICAL INSURANCE


Under the Edutrust certification scheme, there is a requirement for the College to engage medical insurance agent in providing minimum coverage to all students. The minimum coverage refers to an annual coverage limit of not less than $20,000 per student, at least B2 ward in government and restructured hospitals, and 24-hour coverage in Singapore and overseas (if student is involved in school related activities); in addition, the coverage needs to remain valid throughout the course duration.

With the scheme in place, all full-time international students on Student’s Pass will need to purchase this insurance with the College-appointed agent. Full-time and part-time local students can opt out if they are covered by any medical insurance that meets the minimum coverage requirement by indicating this in the Standard PEI-Student Contract and showing proof of their insurance during the admission process.

 

*The insurance coverage shall commence from the course start date or the date that the student arrives in Singapore whichever is earlier.

Being a certified Edutrust PEI, these are the useful documents for your reference and download;

1. Master Certificate of Insurance

2. Confirmation Letter

3. Group Hospital & Surgical Claim Form

4. Group Student Medical Insurance Product Summary

5. Student Medical Insurance Declaration Form


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ACADEMIC APPEALS


When it comes to addressing any queries about their academic results, students need to first go through the proper channels, specifically the Faculty and Academic department. Only when these channels are exhausted, should they consider submitting an Academic Appeal. Do note that a student may appeal against a result that was awarded, but not against the academic judgement. Students who are enrolled in qualifications/programmes that are awarded by OSAC or by our Academic Partners (CTH or Pearson) should read the relevant Policies and Procedures below before submitting an Academic Appeal.

Academic Appeals Policy and Procedure (for qualifications awarded by OSAC International College)
OSAC Academic Appeals Form
Academic Appeals Policy and Procedure (for qualifications awarded by the Confederation of Tourism and Hospitality, CTH)
Academic Appeals Policy and Procedure (for qualifications awarded by Pearson)
Frequently Asked Questions about Results and Appeals


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TRANSFER / WITHDRAWAL / DEFERMENT AND TERMINATION POLICIES AND PROCEDURES


Transfer Policy and Procedure

Transfer means a student changes the course of study but remains as a student of OSAC.

a) Student who wishes to transfer to another course within OSAC must:

i. Submit the completed Internal Course Transfer Form to SSD

ii. Obtain approval from their parent/ guardian if below 18 years of age

iii. Meet the entry requirement of the course to be transferred to.

b) Request for transfer will only be accepted for consideration within 14 days after the course commencement.

c) Student has to pay for new course application fee and OSAC will issue new Letter of Acceptance (LOA) .

d) For international students who wish to transfer course in within OSAC will be required to apply for a new student pass for the new course (transfer course)

e) When the transfer of course application is unsuccessful, SSD will inform the student of the outcome and issue a rejection letter to student. Student will remain enrolled in the current course or if the student does not wish to continue with the current course, the student will need to formally withdraw from enrolled course.

f) SSD will arrange signing of new student contract for new course applied if the transfer request has been accepted and/or new student pass application for new course is approved by Immigration & Checkpoints Authority (ICA)


Withdrawal Policy and Procedure

Withdrawal means the student contract is terminated and the student is no longer a student of OSAC.

a) Student who wishes to withdraw course from OSAC must:

i. Submit a completed Withdrawal Form to SSD.

ii. Obtain approval from their parent/ guardian if below 18 years of age

b) Student will be counseled by the School Counsellor upon receipt of the withdrawal requested to understand the circumstances which lead to withdrawal.

c) After the counselling session, if the student decides to withdraw, SSD will issue the withdrawal approval letter to student.

d) Student who has withdrawn from OSAC ceases being our student and cancellation of student pass will be arranged within 3 working days of the date of withdrawal submitted to OSAC.

e) Student may refer to the refund procedure if refund is applicable.


Deferment Policy and Procedures

a) Student who wishes to defer his/her course must:

i. Submit a completed Deferment Form to SSD.

ii. Obtain approval from their parent/ guardian if below 18 years of age

b) Deferment application will only be accepted 14 days before the course commencement.

c) Course Deferment is allowed only once up to next available commencement date within a maximum period of a year. Students who are not able to resume class within the period will deem as withdrawn from the course.

d) For approved application, SSD will issue the Course Deferment Approval Letter to the student.

e) For rejected application, SSD will issue a rejection letter to student.

f) Course deferment is not applicable to International Students.

g) Approval for deferment is at the sole discretion of OSAC.


Termination Policy and Procedure

A student who gets terminated by OSAC International College ceases being our student OSAC International College will arrange for the cancellation of the student pass within 3 working days. The student shall deliver his/ her student’s pass to OSAC within 3 working days for cancellation when ceasing to be a student of OSAC. Student will be terminated if found under any one of the below scenario:

 

“At risk” student may be terminated by OSAC.

 

a) “At risk” maybe defined as follows :

E.g.

i. Poor Attendance

Monthly attendance less than 90% (for Full-time student) & 75% (for Part-time student) .

ii. Failure to make payments

Failure to make payment (installment) after several reminders.

iii. Violated school’s rules & regulations

Student who has any serious misconduct and/or breach of the college’s rules and regulations.

 

c. Students who are absent for the class will need to provide valid reasons or relevant documents to SSD, student need to be contactable or otherwise will be terminated for the unexplained absenteeism after 2nd warning letter has been issued.

d) Student who failed to make payment (installment) after the due date and final letter been issued will get terminated by OSAC.

e) Student who violated school’s rules & regulations will be suspended until the investigation is over. Student maybe terminated depending on the outcome.

f) For international students, student’s student pass will be cancelled by SSD in within 3 working days.

g) Student’s parent/ guardian will be informed if student below age of 18.

h) No refund and no certificates will be awarded.


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REFUND POLICY PROCEDURE


a. Refund for Withdrawal Due to Non-Delivery of Course

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

i. It does not commence the Course on the Course Commencement Date;

ii. It terminates the Course before the Course Commencement Date;

iii. It does not complete the Course by the Course Completion Date;

iv. It terminates the Course before the Course Completion Date;

v. It has not ensured that the Student meets the course entry or matriculation requirement as set by the OSAC stated in Schedule A (in student contract) within any stipulated timeline set by CPE; or

vi. 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.


b. Refund for Withdrawal Due to Other Reasons

If the Student withdraws from the Course for any reason other than the refund for withdrawal due to non-delivery of course, OSAC 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.


c. Refund During Cooling-Off Period

OSAC 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 the highest percentage (stated in Schedule D) of the fees already paid if the Student submits a written notice of withdrawal to the OSAC within the cooling-off period, regardless of whether the Student has started the course or not.


d. Schedule D which stated in student contract as follows

 

% of [the amount of fees paid under schedule B and C] If Student’s written notice of withdrawal is received:
70% More than 60 days before the Course Commencement Date
50% Before, but not more than 60 days before the Course Commencement Date
10% After, but not more than 7 days after the Course Commencement Date
5% More than 7 days after the Course Commencement Date, but not more than 14 days after the Course Commencement Date
0% More than 14 days after the Course Commencement Date


e. Time taken for the refund process for the refund request not more than 7 working days.

For Non-delivery of course:

• SSD will notify the student in writing a letter.

• Full refund shall apply under this category to the respective student.


For withdrawal or refund request due to other reasons:

• Student submits withdrawal application and/or refund request.

• If the refund is applicable, the highest percentage of monies will refunded to the respective student as stated in Schedule D for the refund fall under this category.


For refund during cooling-off period:

• Student submits withdrawal application and/ or refund request.

• The Student will be refunded the highest percentage (stated in Schedule D) of the fees already paid if the Student submits withdrawal to the OSAC within the cooling-off period, this cooling-off period supersedes any other refund policy that is in place in the student contract.

• For student who effected under this category, the highest percentage will be applicable regardless of whether the Student has started the course or not.


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PERSONAL DATA PROTECTION


Data Confidentiality & Security

The college is committed to maintaining the confidentiality of student data. Students’ particulars are made available to our staff solely for internal use and for completing regulatory submission requirements. The college is permitted to publish or release information that is customarily educational in purpose, including but not limited to awards of prizes, medals, scholarship, bursaries, classes of honors and other marks of distinction, student and graduation status.

When the college wishes to use students’ particulars for purposes other than internal use and billing, we will make this known to the student. We will also seek consent from students before publishing their testimonies on our website and/or hard prints.

The college is committed to maintaining the confidentiality of the student's personal information and academic results and undertakes not to divulge any of the student's information to any third party unless required by law or other statutory regulations.

The above stated herein is subject to any applicable law mandating or otherwise requiring disclosure. This is also subject to revision from time to time as deemed appropriate.

For more information, please visit the Personal Data Protection Commission’s website at http://www.pdpc.gov.sg


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