Student Handbook - Singapore
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> EF’s Mission & School Welfare Regulations Emergencies ................................................. 19 School Regulations ......................................... 5 Coping with cultural difference....................... 19 Anti-bullying policy ......................................... 19 Welcome Your Course What is your language level? .......................... 7 Your timetable .................................................. 7 What is bullying? ............................................ 19 Guidelines for students aged 16 or 17........... 19 Attendance....................................................... 7 Health and Safety Thank you for choosing to study with EF. General lessons............................................... 7 Student’s responsibility................................... 21 Whether your course is for one week or Lectures ........................................................... 7 First aid .......................................................... 21 one year, we will do our best to ensure Special Interest (SPIN) lessons....................... 8 FIre and emergency procedures.................... 21 that you settle in easily and enjoy your Homework ....................................................... 8 Premises ........................................................ 21 stay in this fantastic city. Testing your progress ...................................... 8 Police advice: Internet Safety......................... 22 Tests ..................................................................... 8 During your first few days here, you will probably Outside the classroom ..................................... 8 Activities have many questions regarding your course, your Private study and internet access ................... 8 Excursions ..................................................... 25 accommodation and what to do in the city etc. Changing or extending your course ................ 8 Advice and information .................................. 25 This handbook is designed to answer many of 18+ Activities.................................................. 25 those questions and provide you with some useful Your home abroad Sports equipment .......................................... 25 basic information. Homestay Routines ....................................... 11 EF student card ............................................. 25 Respect .......................................................... 11 My EF and Facebook .................................... 25 If you still have any questions after reading this, Meals and mealtimes .................................... 11 please speak to a member of staff at school. Keys ............................................................... 11 We are here to help and want your stay to be a Dispute Resolution Laundry .......................................................... 11 happy one. Dispute Policy Statement............................... 27 Air Conditioning ............................................. 11 Telephone ..........................................................11 Alternate Remedies in Dispute Resolution .... 27 Have a wonderful stay and don’t forget to speak Feedback and Complaints............................. 27 Internet ........................................................... 11 English or Mandarin at all times! Dispute Resolution Procedure ....................... 27 Damages ....................................................... 11 Keeping things safe ....................................... 11 EF’s Email ...................................................... 27 EF Singapore Culture Curfew times for 16 -17 year olds.................. 11 Students should see and experience the EF culture, Staying out at night and going away ............. 11 Problems - Complaints................ 29 which is: Changing homestay provider ........................ 12 > A warm, welcoming school that Own or Private Accommodation ................... 12 Appeal Procedure ......................... 31 provides life-changing education for global citizens by giving confidence General Information EF Policies and freedom to people of all ages, Transfer and Withdrawal ................................ 33 Changing money ........................................... 15 nationalities and backgrounds. Timeframe for assessing and processing ...... 33 Opening a bank account ............................... 15 Electrical ........................................................ 15 Conditions for Deferment............................... 33 School letters ................................................. 15 Refund procedure .......................................... 33 Student mail ................................................... 15 Post ................................................................ 15 Student Support Services Calling locally and abroad ............................. 16 List of Comprehensive Services Available ..... 37 Places of worship .......................................... 16 Information on Standard Student Contract.... 37 Flight and travel arrangements...................... 16 Fee Protection Scheme (FPS) ....................... 37 Visas .............................................................. 16 Medical Insurance.......................................... 38 Assessment and Release of Results ............. 38 2
SECTION X // LOREM IPSIM EF’s School Mission Regulations EF’s global mission is simple: Opening To ensure that every student can enjoy and get the most out of their course we ask the world through education. We commit all students to follow our School Code below. to helping our students begin a lifelong Please note that in case of a student’s misconduct, or criminal offence, EF reserves the right to terminate journey of global citizenship. the student’s course. Any refund of fees will be at EF’s discretion. EF Vision EF’s vision is: To grow our students, staff and school, professionally, personally and culturally. School Code EF Core Values The following school code was created together by EF school staff and students. Please follow it at all times. Entrepreneurial spirit: We promote teamwork, ownership and taking initiative. Quality: We want our staff to perform at their > Remember to always inform the school > To ensure maximum progress please speak best and our students to strive for accuracy of sickness or absence for other and fluency in language. English or Mandarin at all times. reasons. > It’s important that you take an active part in Passion: Be passionate in the school > Please - no food/drinks in class and complete all homework. and outside. iLabs/classrooms and mobiles must be > Be punctual; attend your classes on time. Class turned off in class. Nothing is impossible: Believe in yourself Teachers shall take student attendance at the > Take care of your own property and the and gain confidence. beginning of each lesson using the EF property of EF. Attendance app. Attendance are to be taken Attention to detail: Take pride in your within 10 minutes of the start of each class. If you > Please treat your fellow students, staff school and workplace. are not in class during attendance taking, you will and homestay with respect. be marked absent. If you arrive after 10 minutes, > Make sure you inform your homestay or Innovation: Embrace technology and speed you will not be allowed in class without the prior residence staff and the School if you up your language learning or your way of approval of the Director of Studies. intend to travel and stay overnight. work. > You must attend your lessons. A minimum of > It is important to abide by all national and 90% attendance is required in order to receive your local laws. Cost-consciousness: Manage your professional or personal budget efficiently EF certificate. As an EF policy, students below 18 > If you have any questions or concern, have to achieve 100% attendance. This is to please ask a school staff member – we ensure their safety at all times; thus, proper are always here to help. monitoring is in place. > Work hard and enjoy the experience! . 4 www.ef.sg 5
SECTION 1 // YOUR COURSE What is your language level? Studies two weeks after the verbal warning. Parent/ sponsor will be informed if applicable. An online placement test will take place before the student arrives in Singapore while the > Second warning. After two weeks, if the speaking test is done on the first day of arrival, problem continues, a second warning letter will to allow us to determine your language level so be issued and an interview will be conducted that we can put you into the correct class. to identify reasons for non-improvement. Parent/sponsor will be informed if applicable. There are 6 different stages and each stage has 2-3 > Final warning. The third and final warning letter different levels (i.e. B1-1, B1-2 & B1-3). will be issued by the School Director, two weeks after the 2nd warning letter if your attendance is > A1 – Beginner still below 90%. At this point, the School Director > A2 – Elementary will assess if expulsion is necessary. Parent/ sponsor will be informed if applicable. > B1 – Intermediate If you miss 2 consecutive days of school and you > B2 – Upper Intermediate Your Course > C1 – Advanced > C2 – Proficiency have not told us why you are away, you will receive a call from us asking you to contact us immediately. Please ensure we have your local mobile number. At EF not only will you learn English or Your timetable Mandarin in the classroom, but also through If you have a Student Pass, and your attendance technologically enhanced lessons in iLab Your schedule will be uploaded to Campus is below 90%, without permission or without Connect during your first day at school. and through intensive speaking practice in providing a medical certificate, EF is obliged to Remember to check it on the App or in the iLab real-word situations. In order to make report you to the Immigration & Checkpoints lab on a computer. maximum progress make sure to speak Authority of Singapore. All Student Pass students English or Mandarin at all times. must meet with the Admin & Visa Coordinator on Lessons are 40 minutes, but the majority of the You will see, you will improve a lot during their first day at school. time you will have double lessons of 1 hour and 20 your time abroad. minutes. You will have lessons alternating between If you are under the age of 18 you are required morning and afternoon. to have 100% attendance and to inform the school immediately if you are absent due to Attendance illness. Absence may be excused by the Director of Studies or School Director on medical or other General lessons compassionate grounds. The school only accepts During your general lessons you can expect medical certificates as proof of absenteeism due to study some or all of the following key to medical reasons. Any other documents shall language areas: only be accepted on a case-by-case basis, with full justification, and must be acceptable by ICA. > Vocabulary > Verbal warning. If your attendance falls > Grammar between 90% - 95 % you will receive a verbal > Reading warning from the Director of Studies. > Writing > First warning. If your attendance continues > Listening to drop, and falls below 90%, a first warning > Speaking letter will be issued to you by the Director of > Pronunciation www.ef.sg 7
SECTION 1 // YOUR COURSE Lectures Projects All students will have one lecture per week. Project based classes and/or assignments will be They cover interesting subjects such as history, given to you regularly during your course. art, local culture and current affairs. Teachers will decide whether these are done on an individual basis or in groups. Projects/Assignments Special Interest (SPIN) lessons are graded and will results of which are used to As well as your General Classes you will have determine your progress in your course. a choice of Special Interest (SPIN) classes depending on your interests or your level. Outside the classroom The amount of SPIN class options you have will depend on what course intensity you Travelling to an English and Mandarin speaking have booked. country to learn the language gives you more possibilities to improve and practice your language skills at all times. Homework Your teachers will give you homework which is to be completed by your next class. You will have the To really advance your English or Mandarin you chance to ask the teacher and your fellow students should make an effort to speak English/Mandarin about anything you don’t understand. If you would outside the classroom and make friends with like extra homework please ask your teacher. students from other countries. Don’t be afraid to make mistakes; practice makes perfect. Your progress Private study and internet access Your progress will be measured through your attendance, class participation, tests and 6- All students may use the computers in the weekly Tutorials. You can also follow your student lounge for private study and for personal progress on Campus Connect. internet access. Tests Changing or extending your course The following is a list of tests you can expect to The Academic team can advise you on all the have while studying at EF: different courses that EF offers if you would like to change your course. If you would like to extend • Placement Test your course please speak to any member of staff • Weekly Unit Test who will be happy to help you! • Progress Test every six weeks • Graduation Test/ Departure Test in your last week Foundation Year students have the following tests: • UPiBT • Module Coursework • Module Examination To be able to graduate, you need a minimum attendance of 90%, complete the Departure Test and Evaluation 3. 8 www.ef.sg 9
SECTION 2 // WHERE TO STAY Homestay Routines Curfew times for 16 - 17 year olds Ask your homestay provider about their daily In general 16 and 17 year olds should return routine; when you can use the bathroom in the home by 23.00 (Sunday to Thursday) and 24:00 morning, what to do if you arrive home late, (Friday to Saturday). whether you can bring friends home etc. This information will help you all find a routine that Air Conditioning suits everyone. Most homestays will only have the air conditioning in common rooms. All bedrooms are provided with Telephone fans. Please turn off air conditioning whenever you Telephone calls are expensive. You must ask the leave the room and the fan in your bedroom. family if you wish to use the phone. Collect calls are not possible in Singapore. You can also buy Respect a telephone card or sign up with Skype to make Your home cheaper international calls. Meals and mealtimes Make sure that you do not treat your homestay provider like hotel staff. Make your bed; keep your room tidy and offer to help with small household abroad Your homestay provider will provide you with breakfast and dinner each day and lunch on the jobs. Always ask before you bring friends home. Internet weekends. The food may be very different to what You will need to ask permission to access the There are two main types of accommodation, you are used to, you may need to be open about homestay provider’s internet. Most will have Homestay and Residential. Staying in a trying new things. Let them know about your internet access and you can also use the unlimited homestay provider is a great way to practice likes/dislikes and any allergies. Many homestay Wi-Fi in school. and improve your language skills. You will providers will have set mealtimes which tend to experience typical local life and will be be earlier than most countries. Plan your time so Keeping things safe that you are home for dinner. If you are going to be involved in the family’s routine and lifestyle. Make sure that you keep your passport, return late, or decide to miss a meal let your family know Below you will find some information on how ticket, money, traveler’s cheques, anything in advance. to be a good house guest. valuable in a safe place (lock them in your suitcase) and inform the family immediately if Damages anything goes missing. Any damages or breakages are between you and the homestay provider although we can help if Staying out at night and going away needed. We would advise that you offer to pay for Always tell your homestay provider if you are not any damages you cause or if you have insurance you may be able to make a claim. going to spend the night at home or if you are going away for the weekend. If your homestay providers are expecting you home and you do not Laundry arrive they may report you as a missing person to Your homestay provider will wash your bed the police. linen and towels but you are responsible for washing your clothes. You may be able to use the Keys homestay washing machine or the family may do All students will be given a key to the front door of your washing for a small charge or you can use the house. You are not expected to share this key the nearest launderette. with other students or homestay members. Do not give this key to anyone. www.ef.sg 11
SECTION 2 // WHERE TO STAY Changing your homestay provider Own or Private Accommodation If you wish to change your homestay provider If you are staying in your own or private accom- please talk to one of the Corporate Services modation you are required to inform EF of your staff member to explain the situation and to get address and telephone number and update us advice. of any changes during your time with us. Dealing with landlords and letting agents is your responsi- bility not EF’s. 12 www.ef.sg 13
SECTION 3 // GENERAL INFORMATION Changing money School letters You can exchange foreign currency and traveler’s To join the library, local clubs, the gym, applying for cheques in a bureau de change. Unfortunately, we a visa for travel etc. you may need a letter from the cannot take foreign currency in school. school proving that you are a student with EF, just ask the Activities staff. Opening a bank account It is normally only possible to open a bank account Student mail if you are staying in the country for more than six You can receive letters and packages to the months and even then it is not guaranteed. school address. Please check with a member We can give you a letter of application on request. of staff at Reception where this can be collected from. Your name may also be written on the board General Banks are usually open from 10am until 6pm, when your post has arrived. Please note that the Monday to Friday and some on Saturday school takes no responsibility for lost items. mornings. If you have a bank account, money can Information be directly transferred from overseas. If not, then money can be transferred through the Western Union – please speak to a member of Post Our post system is relatively inexpensive and reliable. You can buy stamps for letters and staff at Reception who will tell you where the postcards from local shops or from post offices. Being new in a foreign country, you will nearest office is. When you are arranging to have certainly have many questions regarding money sent from your home country, please Calling locally and abroad life in your host country. In this section you remember these two very important points: Telephone rates vary according to the time of day will find some important information to help and distance. > Please tell the sender not to send cash, as you get started and feel comfortable in your even through registered mail it very often does temporary home. If you have any questions For local calls from a landline just dial the not arrive. that are not covered here, please feel free to subscriber’s number. > Personal cheques from overseas banks cannot ask a staff member. be cashed in this country. For long distance calls, dial the full number inclu- ding the area code. For international calls, you Electrical need to dial 018 (Starhub) or 019 (Singtel) Electrical sockets use 220/240 volts so, if you followed by the country code, area code and come from a country which operates on a different subscriber number. voltage, you will need a transformer before you use your equipment. To find out country codes visit. You might also need an adaptor for any fitted plugs. www.countrycallingcodes.com If you are not sure check with your host family/ residence before you use any electrical items you Places of worship have brought with you. You will almost certainly find your faith represented somewhere in the city. Ask your homestay provider or check the school noticeboards for the nearest church, mosque, synagogue or temple. www.ef.sg 15
SECTION 3 // GENERAL INFORMATION Flight and travel arrangements Visas Before you fly it is a good idea to check in to your For some nationalities, a visa is required to travel to flight online. If you have any questions regarding other Asian countries. This might be necessary if your ticket, or you need to change your flight date you decide to join one of our overseas excursions, the school staff will be able to help. such as a weekend in Bali. To apply for If you wish to book a return taxi transfer, a visa, you will need a letter from the school that please speak to a staff member at reception a confirms your enrolment. Please contact the few days before your departure. Activities staff for more information. 16 www.ef.sg 17
SECTION 4 // WELFARE Emergencies > Verbal: name-calling, sarcasm, spreading rumors, teasing. In an emergency you will need to call the free phone number 999 for a police emergency or 995 for > Racist: racial taunts, graffiti, gestures. ambulance and fire services. > Sexual: unwanted physical contact or sexually abusive comments. Coping with cultural difference > Homophobic: because of or focusing on the Some parts of our culture are very different; some issue of sexuality. like food, music, art and religion are easy to identify > Cyber: All areas of internet, such as email & but others such as beauty, status and emotions are internet chat room misuse. Mobile threats by more difficult to quantify but may have an equally text messaging & calls. Misuse of associated important effect on our lives. No one culture should technology, i.e. camera & video facilities. be considered as ‘better’ than any other – it is important to remember that ‘different’ does not Welfare mean ‘worse’ and you should try to keep an open mind about different aspects of your new culture until you have had time to settle down. If you are a victim of bullying please contact an EF staff member who will address your problem with the strictest of confidence. If a student is found to be bullying the case will be dealt with accordingly by Your welfare is our top priority and Living in a new culture can be an exciting the School Director, in serious cases students may we have a few special guidelines and be excluded from school. experience but it’s possible that you may suffer from tips to ensure your well-being. Please homesickness from time to time. Don’t worry, it’s make sure that these are followed. normal and it will pass as you make new friends and Guidelines for students Our School Director is there for you if explore the city/country. aged 16 and 17 you would like to speak to someone, Curfew times: Sunday to Thursday 23:00, Friday or if you would like some help with Anti-bullying policy and Saturday 24:00. any difficulties or questions you may We are committed to providing a caring, friendly Independent travel outside the course town: We strongly recommend travelling on EF-organized have. Your conversation will be treated and safe environment for all of our students so that excursions. Any independent travel will require a confidentially. If there is another staff they can learn in a relaxed and secure atmosphere. Bullying of any kind is unacceptable at our schools. parental authorization. member you feel more comfortable We are a TELLING school; this means that anyone Attendance: 100% attendance is required. talking to, please do so. In case of sickness the school must be who knows that bullying is happening is expected to tell a member of EF staff. informed immediately. Singapore laws: Students below the age of 21 are not permitted to buy cigarettes, alcohol or What is bullying? enter night clubs. Bullying is the use of aggression with the intention of Wristbands: A wristband, which should be worn hurting another person. Bullying results in pain and at all times, is provided to ensure that you receive distress to the victim. the appropriate support. Counselor: If you would like to speak with Bullying can be: someone outside EF about your problems, please > Emotional: being unfriendly, excluding, let any member of the staff know and we will tormenting (e.g. threatening gestures). arrange a counselor for you. > Physical: pushing, kicking, hitting, punching or any use of violence. www.ef.sg 19
SECTION 5 // HEALTH AND SAFETY Students’ responsibility Personal safety It is the responsibility of our students to cooperate Please follow the below tips to ensure your safety with staff and management of the building to during your time abroad. achieve a safe learning, working, and living > Inform EF staff about any medical conditions (where students and staff are resident on site) or disabilities you have. environment and to take reasonable care of > Seek medical attention if you are sick. themselves and others. > Share your mobile number with your homestay provider, roommate, friends, and EF staff. First aid > Let EF staff know if you are worried about a Selected staff are trained in first aid. Please see the friend for any reason. notice board for their details. They are responsible for any first aid emergencies and for maintaining > Do not let strangers into the host the appropriate first aid boxes. homestay house. Health Fire and emergency procedures > Do not accept lifts from strangers or go anywhere with them. > Never travel alone at night, always go out in and Safety There will be regular fire drills and fire alarm tests taking place in the center. Please familiarize yourself with the fire safety information on the pairs or groups. > Stay in well-lit areas. school notice boards and any instructions in the > If you use a taxi, always ensure it is a licensed taxi EF’s policy is to provide and maintain classrooms. In the event of a fire please follow the and make sure the meter has been turned on. safe and healthy working conditions, directives of an EF staff member or fire officer. > Leave important documents, such as your equipment and systems of work for all It is against the law to cover smoke detectors. passport and airline tickets locked in your our employees, students and visitors, suitcase at your homestay or residence, and and to provide such information, training In the event of an alarm kindly follow the below do not carry large amounts of cash around and supervision as they need for that procedure: with you. purpose. Overall responsibility for health > Don’t give out personal information to people > Leave the building immediately. and safety lies with the School Director. you do not know. Unless you know a person > DO NOT take your belongings with you. very well, do not accept an invitation to their > Follow the signs marked “Fire Exit”. house or go with them by car. > If you have to use the stairs, please keep > Take care crossing the road; in Singapore we to the right. drive on the left. > Make sure your name is ticked off the list. > If you get lost, then telephone someone; your > DO NOT re-enter the building until told to do so. group leader, the EF school’s emergency number or your homestay provider/Residence > Assemble at the car park barrier next to Advisor. the school. > If you have items stolen, then please report it to EF staff as soon as possible. Premises Buildings are checked regularly to identify any hazards. However, if you see anything that concerns you, please report it to a member of staff. www.ef.sg 21
SECTION 5 // HEALTH AND SAFETY Police Advice: Internet Safety from people you don’t know or trust can lead Please read the following important to problems - they may contain viruses or information from the Police concerning chat nasty messages! rooms, instant messaging, and social networking > RELIABLE: Someone online may be lying sites such as Facebook, MySpace and Bebo: about who they are and information you find Be SMART when surfing the Internet... on the internet may not be reliable. > TELL: Tell your host, teacher or trusted > SAFE: Keep safe; do not give out personal adult if someone or something makes you information such as your name, email, phone feel uncomfortable or worried. If you are in number, address or school name to people immediate danger, telephone the police on you do not trust online. 999 or go to the Police Station. > MEETING: Meeting someone you have only been in touch with online can be dangerous. Only do so with the permission of your host family or any member of EF staff - and even then only when an adult can be present. > ACCEPTING: Accepting emails, IM messages, or opening files, pictures or texts 22 www.ef.sg 23
SECTION 6 // ACTIVITIES Excursions EF student card Day trips are organized throughout your stay to On you first day of school you will be issued with main attractions in the country. Weekend trips can an EF student card. You can use this card to get be within the country and to other popular Asian discounts around the city in restaurants, shops destinations. These will be advertised in advance and attractions (check with your Activities Office with posters around the school and on My EF for the discounts). Please keep it with you at all and Facebook. To book a place you will need to times as it can be used to identify you within the sign up on MyEF. school. Advice and information Campus Connect and Social Media If you would like to do some independent travel, the You will find a lot of useful information about Activities Office can give advice and suggestions. upcoming events, past excursions, photos, There are also guide books, magazines and folders competitions, and general news on Campus Activities full of useful information about places to visit. 18+ Activities Connect the school’s social media accounts such as Facebook and Instagram. You will also be able to connect with and make friends with past, present The legal drinking age in this country is 18 years and future EF students from all over the world The Activities Office is responsible for through these platforms. old. EF will advertise and run parties in pubs/bars/ arranging a weekly timetable filled with a nightclubs, you must be 18 years or older to attend variety of day and weekend excursions, Other ways to be active these events. You will be required to show a valid events, sports, parties, attractions and ID (i.e. passport or national identity card) an EF Students are encouraged to get involved in the museum visits. You can also get advice on student card is not a valid ID. Make sure that you local community and school life through the what to do in the city and beyond. We highly drink responsibly and that you make your way following activities arranged by EF: recommend that you join the scheduled home safely (try and travel home with friends). - Representing student views through the events; you’ll learn more about the country, Student Council make friends, practice your English or Sports equipment Mandarin and most importantly have fun and - Local community involvement activities with If you require sports equipment, check with the charities/NGOs take home great memories. You can get a Activities Staff to see if you can borrow a football, new weekly schedule every Monday from the tennis rackets, ping pong bats and ball etc. - Buddying up with new students to help them Activities Office or log into Campus Connect acclimate to Singapore and school life to find out what has been planned. - Ambassador program to assist future EF students with making informed decisions on what program and which destination to choose from If you are interested in more information regarding the above please speak to the Activities Office. 25
SECTION 7 // DISPUTE RESOLUTION Dispute Resolution Feedback and Complaints EF has a documented close-loop feedback and EF adopts an integrated approach to managing complaint management system to gather and various feedbacks and complaints and there are address all feedback / complaints received from many platforms and avenues where students can students. provide feedback and complaints to the School. They are as such: All feedback and complaints must be properly recorded and/or documented, and students > Face to face meeting with the School must be kept informed of the status of their Director and/or Director of Studies feedback/complaints throughout the process. > Feedback Form placed at reception for feedbacks/complaints. The Corporate Services Department is to Dispute respond to students within 3 days of receipt of the feedback / complaint. All feedback / complaints must be resolved within 21 working > Through Student Evaluations and Surveys > Via e-mail to: singapore@ef.com days. EF communicates the Dispute Resolution In the event that EF and students cannot come procedures through the following channels: There may be things or situations that to an agreement / student does not accept the concern you or with which you are not final decision of the School Management, they > EF‘s Official Website will be referred to Singapore Mediation Centre > Student Orientation Programme & Student satisfied. Please do not hesitate to come (SMC) or Singapore Institute of Arbitrators Handbook and speak to us. We are here to help and (SIArb) through the Committee of Private we aim to make your stay at EF a > Pre-course Counseling Education (CPE) Mediation-Arbitration Scheme memorable one. to resolve the dispute. www.ef.sg 27
SECTION X // LOREM IPSIM SECTION 8 // PROBLEMS - COMPLAINTS PROCEDURE Step 1 Submit your feedback and complaints formally via one of the above platforms and avenues. These will be directed to the Corporate Services Department who will acknowledge the feedback / complaints received within 3 working days and review and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary. Step2 The student should acknowledge the situation if he/she accepts or is satisfied with the proposed Problems – solution. If the student is not satisfied with the proposed solution, he/she can escalate the matter up to the EF Sales Office in his/her home country. They will investigate the case and take necessary actions to resolve it. The student will be notified of the outcome and if he / she accepts it, the student will Complaints acknowledge this on the form and the case will be considered closed. Procedure Step 3 If the student is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the Committee for Private There may be things or situations that Education (CPE) Mediation-Arbitration Scheme for mediation/arbitration process to resolve the dispute. concern you or with which you are not (https://www.ssg.gov.sg/cpe/pei.html). The entire process should not take more than 21 working days. satisfied. Please do not hesitate to come and speak to us. We are here to help and we aim to make your stay at EF a memorable one. 28 www.ef.sg 29
SECTION 9 // APPEAL PROCEDURE Any students wishing to appeal the results or marking of their tests or exams need to follow the following stages: > Report: The details of the complaint should be taken by the relevant teacher. The teacher should then complete the Feedback Form, and present to the Director of Studies - who will review the appeal. The appeal must be done within 7 working days after receiving of results. > Meeting (Within 48 Hours): The Director of Appeal Studies will then meet with the student to discuss the appeal within 48 hours of their appeal being lodged. The student is free to Procedure involve another individual/ friend/ classmate in the meeting for translating purposes or moral support. This is to be documented in Elektra Logs. There may be things or situations that concern you or with which you are not Proposed Solutions: Within 48 hours of satisfied. Please do not hesitate to come and Step 2, the Director of Studies will present speak to us. We are here to help and we aim solutions to address or resolve the appeal. If to make your stay at EF a memorable one. the student feels satisfied with the proposed solution, then they will sign the Feedback Form. However, if the student feels the dispute is not being addressed in a satisfactory manner the student may then request further review by the School Director. The final outcome will be released within 48 Hours upon review. www.ef.sg 31
SECTION 10 // EF POLICES Transfer, Withdrawal and Duration Timeframe for assessing and SECTION X // LOREM IPSIM Change Policy Statement processing transfer / withdrawal > A student who requests for an internal /duration change cases course transfer must have their existing The entire transfer / withdrawal / duration change process, contract terminated. The student will from point of application to the final outcome (including need to sign a new contract with EF. All internal appeals), should not be more than 4 weeks. If outstanding fees must be settled prior the final outcome is not in favor of the applicant, to request for transfer/ withdraw/ respective staffs are to handle each situation duration change according to the School’s Feedback and Complaints Policy and Procedure. > A student who transfers from his/her current course to another course within Conditions for Deferment Course the School shall be deemed to have Deferment withdrawn from the course and the The School does not practice course deferment as Refund Policy shall apply unless as a student can cancel and rebook a new course for otherwise agreed between the School a different duration or a different course start date EF Policies and the student. > The student must also fulfil all the admissions criteria of the new course prior to arrival. In this case the FPS is simply cancelled and repurchased. When an in-school student decides to end their course before the and will be subjected to the School’s expected end date, they are considered to be In this section you find more detailed student selection and admission terminating/withdrawing from their course. information about specific EF Policies procedures. to help you if you need to make any > For students that are under 18 years of Transfer/Withdrawal/Duration Change changes to your course. age, written consent from the parent / Procedure legal guardian must be obtained. > Students who are seeking a withdrawal/ shortening of course is to meet up with the > Students who wish to withdraw from School Director / Director of Studies to their course must meet up with the establish the reason for withdrawal/ change. School Director or Director of Studies to establish reasons for a course transfer/ > For transfer and course duration change - withdrawal/ course duration change Student is to meet up with a member of the Corporate Services Department to establish > Student to fill in eBCN (Electronic reason for transfer and duration change. Booking Change Notification), including submission of any supporting > The student will be informed on the conditions for documents (if necessary) transfer/withdrawal/duration change. > Up-to-date transfer, withdrawal and > Once the student confirms to proceed, an course duration change records will be eBCN Form will be generated and the kept by the Student Pass Coordinator. student is to sign and acknowledge it. Any supporting documents (if necessary) is to be Student Pass Status submitted along with the eBCN Form. > Course Transfer is subjected to ICA’s > If the student is under 18, the eBCN will approval. Student is required to cancel have to be sent to Sales office to get the his current Student’s Pass within 7 parent’s signature as confirmation after the days in the event application is student and school director signs in rejected. Singapore > For withdrawal, student pass holder is > A letter to effect or reject the transfer/ required to return his/ her student pass withdrawal/duration change request will be issued for cancellation. to the student. 32 www.ef.sg 33
SECTION 10 // EF POLICES SECTION 10 // EF POLICES > ICA will be informed on the change in Refund procedure Student Pass Status and FPS will be > The School Director informs student on the cancelled/ repurchased upon conditions for refund based on the refund Conditions for Refund Shall follow the procedures outlined acceptance of course policy stated on the signed PEI- Student in the PEI Student contract and the School’s Refund Policy transfer/withdrawal Contract > For transfers: A new Student Contract > In the event of any refunds that is to be made, will be prepared and a Pre-course students are to sign on the eBCN Form and % of [the amount of fees paid] If Student’s written notice of counselling will be carried out for the withdrawal is received: hand it to the School Director for further new course. processing. 100% > The eBCN will then be directed to respective [Except for Registration, FPS insurance and the More than [45] days before the Course Sales Office located overseas/ Finance optional Cancellation Insurance fees] Commencement Date Refund Policies Manager (for walk-in). If there is a refund > The School shall ensure a fair and amount, the Sales Office/ Finance Manager reasonable refund policy is detailed for any will process the refund for students. payments made. 60% [16] to [45] days before the Course > Refund will be made by Finance Manager [Except for Registration, FPS insurance and the Commencement Date > Time taken to process all refund requests will optional Cancellation Insurance fees] within 7 working days of receiving eBCN. be done within 7 working days of the > The school will establish if a refund is to be student’s written notice of withdrawal (eBCN) made to the students based on the PEI to the refund to the student. Student Contract. > The School adopts the Refund Policy as per 10% Before but not more than [15] days before the the PEI Student Contract as set out by CPE. [Except for Registration, FPS insurance and the Course Commencement Date This policy will act as a framework in guiding optional Cancellation Insurance fees] the implementation of detailed refund processes and procedures in the following After the Course Commencement Date areas: - 0% • Refund for Withdrawal Due to Non- Delivery of Course • Refund for Withdrawal Due to Other Reasons • Cooling off Period Refund During Cooling-Off Period: EF 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 in the PEI Student Contract) of the fees already paid if the Student submits a written notice of withdrawal (eBCN) to EF within the cooling-off period, regardless of whether the Student has started the course or not. For full details on the refund policy, please visit www.ef.sg. 34 www.ef.sg 35
SECTION X // LOREM IPSIM SECTION 11 // STUDENT SUPPORT SERVICES List of Student Support > Student Pass Support: Application & Arrangement for Medical Screening Services Available > Policies: ex. Dispute Resolution Policy & Anti- Bullying Policy > Student Orientation Program & neighborhood > Staff are given training to identify students with town walk. learning disabilities (such as dyslexia). > Student Handbook to orientate students on important information of EF and to inform them of their rights Fee Protection Scheme (FPS) > A Corporate Services department that handles all student requests as well as The Fee Protection Scheme (FPS) protects the accommodation support services. students’ fees in the event the school is unable to > Staff are regularly trained to deal with these continue operations due to insolvency, and/or Student special learning and dietary needs regulatory closure. communicated to the school by students. Furthermore, the FPS protects the student if the > Certified Counselor to provide counselling to school fails to pay penalties or return fees to the Support students who require it. > Additional academic support for underperforming students. Remedial sessions may be arranged if student arising from judgments made against it by the Singapore courts. FPS is compulsory for both local and international necessary. students taking courses at the School except for > Ambassador and EF Buddy programs for short courses (1-4 weeks). The following are ways To ensure that you experience a smooth students to support potential students wanting to for students to be ensured that their fees are well- transition to Singapore, EF will provide you study at EF and new students to the school protected. with a full range of support services. > Pastoral counselling through the mentoring program and welfare talks > A copy of EF’s certificate of FPS Insurance > Career and further education guidance Policy is available upon request. > Self-access library with graded readers > Students will be made aware of the FPS during > Online Student Portal: Campus Connect pre-course counselling and before signing the Advisory Note and Student Contract. > Regular student progress review through tutorials, attendance checks and Progress > Fee Protection Company: Reports Lonpac Insurance BHD > 24 hour EF Emergency Number Policy Number: Z/20/BM00/000889 Period of Insurance: 27 January 2021 to 16 > Social & Cultural Activities December 2022. > Volunteering and Community involvement programs > Wellness programs to promote healthy and active lifestyle > Several study and recreational areas in the school > Vending Machines and Ice-Cream Point > Wireless internet and computers > Student feedback platforms: Student Council, Evaluations, Surveys and Feedback Forms 36 www.ef.sg 37
SECTION 11 // STUDENT SUPPORT SERVICES SECTION 11 // STUDENT SUPPORT SERVICES Student Assessment Graduation Requirement Medical Insurance All students are informed of the graduation EF provides medical insurance for all enrolled EF schedules and communicates the various requirements by the EF sales office in their home students who hold the student identity card. assessments to all the eligible students Insurance Company: NTUC Income Insurance during orientation and thereafter on their country at the time of booking, at the school during Co-operative Limited. Exemption for weekly schedule on Campus Connect no orientation and throughout their course through later than 1 week before the assessment. Singaporean/PR if they are already covered mentoring sessions, tutorials and during class. by their own medical insurance plan (proof Types of Assessments must be shown to the School to be able to > Placement Test is to be done on Campus > For Language Courses: The graduation requirement opt-out). Connect before arrival at the EF destination. is a course attendance rate of 90%. Students are Students are informed of such test by the EF Summary of Terms sales office in their home country at the time issued with EF Course Certificate, Course Report, > Annual coverage limit of SGD20,000 covering of booking. Language Assessment and EFSET Certificate (English treatment in B1 wards in Singapore > Oral Placement Test is conducted on the course only). Government / Restructured Hospitals; student first day at school to verify student’s > Students who do not meet the graduation requirement, has to seek medical treatment within 24 hours. language level following the online attendance rate of less than 90%, shall be issued with Placement Test. Students are notified of this only the Course Report, Language Assessments and Claiming Methods by the EF sales office at the time of booking EFSET Certificate (English course only). > This is a refund insurance plan, in other words, and reminded of this pre-departure by the the insured student has to pay for the medical Director of Studies. > For Foundation Year Program: The award criteria is fees by him/herself when he/she is hospitalised > Weekly Unit Tests (Quiz) are conducted to achieve at least 40% for the overall program, > The student has to submit a claim form weekly to test students’ understanding of a minimum attendance of 90% and an overall IELTS with the assistance of EF’s Corporate material covered. Students are notified of score of at least 6.0. Services Department. this during orientation on their first day at Upon receiving the final module assessment results school and weekly in class by their teachers. and course award information from EF HQ, the > EF will submit the claim on behalf of the student and upon confirmation from the > Progress Test: This takes place at the end Foundation Year Coordinator shall prepare such medical insurance provider, EF will inform the of each syllabus level (usually every six information for Examination Board Approval. The student of the claim outcome. weeks). Students are notified of this during Foundation Certificate and Transcript shall be printed orientation on their first day at school, in class by their teachers and through their for students meeting the graduation requirement. Notes schedules on Campus Connect at least 1 > Interpretation of this medical insurance policy week in advance. is based on the original contract provided by the insurance company in English. > Graduation EFSET Test: Graduation tests are conducted weekly on any day in the > The student may wish to increase coverage student’s final week of course. Students are and can purchase additional insurance notified of this during orientation on their coverage by themselves or with the assistance first day at school, in class by their teachers of EF. and through their schedules on Campus Connect at least 1 week in advance. > Module Exams for Foundation Year Students take place each term. . Students are notified of this during orientation on their first day at school, in class by their teachers and through their schedules on Campus Connect at least 1 week in advance. 38 www.ef.sg 39
SECTION 11 // STUDENT SUPPORT SERVICES EF International Language Schools - Organizational Chart as per 6th of April 2022 EF staff are always on hand to help students with any questions, below you will find the school’s organizational chart detailing the different departments and staff you can find at EF in Singapore. 40 www.ef.sg 41
NOTES NOTES www.ef.sg 43
EF ADDRESS AND CONTACT: EF Singapore 15 Carpenter Street Singapore, 059904 Tel: +65 6834 4610 EF Emergency Number: +65 9113 3467 www.facebook.com/Singapore www.youtube.com/EF
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