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The Committee for Private Education (CPE) was appointed by SkillsFuture Singapore (SSG) Board in October 2016 to carry out its functions and powers relating to private education under the Private Education Act. The CPE is supported by a team of dedicated staff from SSG to regulate the sector, provide student services, consumer education and facilitate capability development efforts to uplift standards in the local private education industry. Following regulations, Hillside World Academy implemented the following schemes: the Fee Protection Scheme, the Medical Protection Scheme, the Transfer and Withdrawal Policy, the Refund Policy, the Dispute Resolution Policy and the Late Payment Policy

All students are briefed on the schemes at the point of enrolment and during Student Orientation programme. Details of the scheme are also available on the Standard PEI-Student Contract, Student Handbook and prominent locations within the school premise. For more information on CPE regulatory requirements, you may visit their website here. Alternatively, you may contact us at our Student Support Office for assistance.


Fee Protection Scheme

The Fee Protection Scheme (FPS) serves to protect students' fees in the event that a Private Education Institution (PEI) is unable to continue operating due to insolvency, and/or regulatory closure in full compliance with the EduTrust guidelines set by CPE. The scheme also protects the students if the PEI fails to pay penalties or return fees to the students arising from judgments made against it by the Singapore courts.

In compliance with the FPS, Hillside World Academy provides fee protection for the fees paid by our students in the form of an Insurance Protection Scheme. Our school appointed Lonpac Insurance Berhad to be the FPS provider for all students. This insurance coverage covers the entire course fee.

HWA FPS Insurance

Under the FPS, Hillside World Academy will proceed to buy fee protection insurance from Lonpac Insurance Berhad within the same day when we receive the payment of fees, and within 7 working days if the payment is made by telegraphic transfer or e-banking. Insurance coverage takes effect on the day of school fee payment, and students will receive a copy of the insurance certificate printed with their names. 

Please note that the FPS is compulsory for all local and international students taking programmes at PEIs seeking EduTrust certification. Under the prevailing FPS guidelines, students should not make fees payment exceeding the 6 months course fee (before EduTrust certification) or 12 months course fee (after EduTrust certification).

How to Verify the FPS Insurance

Step 1: Before enrolment, please check the School's website for presence of approval letter from Lonpac Insurance Berhad.

Step 2: Upon enrolment, i.e. signing of the student contract, please check that insurance protection is included in the contract.

Step 3: Receive a copy of the insurance certificate under the student's name.

Step 4: Verify the status of fee protection via HWA Student Portal.


Medical Protection Scheme

Hillside World Academy appointed Tokio Marine Insurance Singapore Ltd as our official medical insurance provider. All students will be insured with the Hospital and Surgical Plan for the entire course duration in school.

Under the CPE, hospitalisation and surgical insurance coverage is compulsory for all international students. Singaporean/PR students with existing medical insurance coverage of $20,000 and above may opt-out of this scheme. For students with no medical protection, Hillside World Academy will proceed to purchase the insurance on their behalf at a fee of $42.80 per semester (inclusive of GST).

Once purchased, students, parents or guardians are encouraged to read and be familiar with the benefits illustration and the Exclusion Clause, so that they are well aware of which medical treatments are claimable, and which are not.

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HWA TRANSFER AND WITHDRAWAL POLICY AND PROCEDURES

  • Transfer & Withdrawal Policy
    • A student who requests for an internal course transfer within the Academy must have their existing contract terminated. A new student contract will be signed based on the procedures for executing student contracts. The Refund Policy shall apply unless as otherwise agreed between the Academy and the Student.
    • The student must also fulfil all the admissions criteria of the new course and will be subjected to the Academy’s student selection and admission procedures.
    • A student who withdraws from the Academy to enrol with another school shall be deemed to have withdrawn from the Academy and the refund policy and procedures shall apply.
    • Conditions for Granting Transfer and Withdrawal:
    • All outstanding fees must be settled prior to request for withdrawal and/or transfer

​​​​Student to fill in Course Transfer / Course Withdrawal Request Form, including submission of any supporting documents and adhering to the process as stated in the Course Transfer and Withdrawal Procedures.

  • Conditions for Refund

​​The Academy’s Refund Policy shall apply for all qualified refunds. Students are to refer to the Academy’s Refund Policy and the Standard Student Contract for further details.

  • Student’s Pass Status

​​1.  For Course Transfers

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

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

2.  For Course Withdrawals

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

  • Timeframe for assessing and processing transfer/ withdrawal cases

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

Student Course Transfer Procedures

Student to fill up Course Transfer Request Form

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

Student Support & HR Executive to meet up with Student

  • Upon receipt of any Course Transfer Request Form (including supporting documents if any), Student Support & HR Executive is to meet up with the student. This is to be done within 2 working days upon receipt of the Course Transfer Request Form (based on the date of application).
  • Student Support & HR Executive is to inform student on the following: -

​Student must meet all minimum entry requirements of the new course they are enrolling in

The standard student contract for the current course that the student is enrolled in will be voided upon approval of Course Transfer Request

A new standard student contract for the new course will need to be signed (Refer to Procedures of Executing Student Contract) upon approval of Course Transfer Request

Only applicable for students under the age of 18 Years Old

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

Approval of Course Transfer by Academic Division

  • Upon completion of Pre-Course Counselling, Student Support & HR Executive is to seek the approval of the Vice Principal / Head of School. This is to ensure that the student is suitable to transfer to the proposed new course.
  • Such Approval should be documented in the Course Transfer Request Form.

Management Approval of Course Transfer

  • Upon approval from the Vice Principal / Head of School, Student Support & HR Executive is to seek the approval of the Principal as part of Management Approval.
  • Such Approval should be documented in the Course Transfer Request Form.

Issuing Letter to Effect or Reject Course Transfer Request

  • A Letter to Effect or Reject Course Transfer Request will be given to the student.
  • For Requests that are approved, student is to proceed with the application process for the new course.

Student Course Withdrawal Procedure

Student to fill up Course Withdrawal Request Form

  • In the event that a student would want to proceed with a Course Withdrawal, he / she is to fill up the Course Withdrawal Request Form and hand it to the Student Support & HR Executive for further processing. In addition, the student would also fill in and submit the Refund Request Form together with the Course Withdrawal Request Form in case of a refund.
  • Any supporting documentations that are required to process the Course Withdrawal Request must also be submitted along with the Course Withdrawal Request Form.
  • Reasons for the Course Withdrawal should also be documented in the Course Withdrawal Request Form.

Student Services Executive to meet up with Student

  • Upon receipt of any Course Withdrawal Request Form (including supporting documents if any), Student Support & HR Executive is to meet up with the student. This is to be done within 2 working days upon receipt of the Course Withdrawal Request Form (based on the date of application).
  • Student Support & HR Executive is to inform student on the following: -
  • Their student’s pass will be cancelled upon withdrawal from the Academy

Only applicable for students under the age of 18 Years Old

Student Support & HR Executive is to seek the consent of the student’s parents or guardians prior to proceeding with the Course Withdrawal Request. Consent can be through email, tele conversation or letter. Consent must be documented in the Course Withdrawal Request Form.

  • ​The Student Support & HR Executive would then refer to the Student Contract and Refund Policy to establish if the student is eligible for any refunds. This should be documented in the Course Withdrawal Request Form. Calculation of Refund Amount would be indicated in the Refund Request Form. For more details on refunds, please refer to Operation Manual C4.3.2 Student Refund Procedures.

Student Interview Sessions with Student Services Executive

  • An interview session with the Student Support & HR Executive will then be arranged to establish the reasons for the application of a course withdrawal. Student Support & HR Executive will seek possible solutions for student retention. Details for the interview session are to be documented in the Course Withdrawal Request Form.

Management Approval of Course Withdrawal

  • If the student wishes to proceed with the withdrawal, Student Support & HR Executive is to seek the approval of the Principal as part of Management Approval.
  • Such Approval should be documented in the Course Withdrawal Request Form.

Issuing Letter to Effect Course Withdrawal Request

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

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HWA REFUND POLICY

  • The Academy’s Management Team shall ensure a fair and reasonable refund policy is detailed for any payments made.
  • Time taken to process all refund requests will be done within 7 working days.
  • The Academy adopts the Refund Policy as per the Standard Student Contract as set out by CPE. This Policy will act as a framework in guiding the implementation of detailed refund processes and procedures in the following areas:-
    • ​Refund for Withdrawal Due to Non-Delivery of Course
    • Refund for Withdrawal Due to Other Reasons
    • Cooling off Period
  • Academy’s Refund Policy as per clauses in the Standard Student Contract: -

Refund for Withdrawal Due to Non-Delivery of Course:

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

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

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

​​​Refund for Withdrawal Due to Other Reasons:

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

Refund during Cooling-off Period:

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

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

Non Refundable Fees: -

The Academy’s Non-refundable fees are reflected in Schedule C of the Standard Student Contract. No refunds will be made for fees that fall under this category.

Notes:

Conditions where a course may be cancelled:

  • The course does not meet the agreed minimum enrolment of students
  • Due to any unforeseen circumstances and the course is not able to run (i.e. the teacher is suddenly hospitalized and a substitute teacher cannot be found)

STUDENT REFUND PROCEDURES

  • Student to Fill Up Refund Request Form
    • ​In the event of any refunds that is to be made, students are to fill up the Refund Request Form and hand it to the Student Support & HR Executive for further processing.
    • Any supporting documentations that are required to process the refund request must also be submitted along with the Refund Request Form. This includes the Course Withdrawal or Course Transfer Request Forms.
    • Reasons for Refund must also be clearly documented in the Refund Request Form.
  • ​Student Support & HR Executive To Contact Student​​

​Upon receipt of any Refund Request Form (including supporting documents if any), Student Support & HR Executive will contact the student where further information is required and acknowledge the receipt of the refund request by signing on the form. This is to be done within 2 working days upon receipt of the Refund Request Form (based on the date of application).

  • ​Establishing of Refund Category and Amount
    • ​Student Support & HR Executive is to inform the Finance Executive of this request and refer to the Standard Student Contract details to establish if a refund is to be made to the students.
    • Finance Executive will work out a Refund Amount (if any) based on the Refund Policy as stated in the Standard Student Contract. This amount will be indicated on the Refund Request Form.
    • All refund amounts will strictly adhere to the Refund Policy as stated under the Standard Student Contract.
  • ​Management Approval of Refund Amount
    • ​Upon establishing of Refund Amount, Student Support & HR Executive is to seek the approval of the Principal as part of Management Approval before the Refund Amount can be disbursed.
    • Such Management Approval should be documented in the Refund Request Form.
    • If not approved the Student Support & HR Executive will contact the Student and give a full explanation of why.
  • ​Disbursement of Refund Amount
    • ​Upon Management Approval of Refund Amount, Student Support & HR Executive is to pass the Refund Request Form to Finance Division for final processing.
    • After tabulating the refund amount, Finance Executive will disburse the refund amount to Student Support & HR Executive.
    • Student Support & HR Executive is to contact student to collect the Refund Amount.
  • ​Student Acknowledgement of Refund Amount

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

 

Dispute Resolution Policy and Procedure

  • Handling of Feedbacks and Complaints
    • ​The Academy accepts both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
    • The Academy is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.
    • All feedbacks and complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the Academy and the student must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
    • In the event of any appeals for retention, suspension, expulsion and awards, the Academy’s Dispute Policy and Process shall follow.
    • It is the responsibility of the Student Services Division to notify relevant Divisions of any feedbacks and complaints.
    • Students must be kept informed of the status of their feedback / complaints.
    • Student Support Division is to respond to respective students within 3 working days of receipt of the feedback / complaint.
    • All feedbacks / complaints must be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.
    • All feedback and complaints are to be evaluated, and improvements to be made in response to them. Such improvements are to be documented for re-evaluation after its implementation, and the complainant/person giving feedback will be informed.
  • ​Review of Feedback and Complaints Management System
    • ​The Management Team will review all feedbacks and complaints on an annual basis. This is to be documented in a report format.
    • Management Team will also use this review as a platform for reviewing the Feedback and Complaints Management System. The Management Team is to use the points discussed within the review and evaluate how the system can be improved.
    • The Management Team is to regularly review the Feedback and Complaints Management System, Communication Channels, Policy and Procedures within the Academy, and see how they can be improved.
    • Alternate Remedies in Dispute Resolution
    • In the event that the Academy and the student cannot come to an agreement or the student does not accept the final decision made by the Academy’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through CPE Student Services Centre for mediation.

​​Dispute Resolution Procedure

Students who wish to provide any feedback and / or complaints to the Academy should adhere to the following procedure:

  • Students are to approach the Student Support & HR Executive to request for a Feedback Form
  • The Student Support & HR Executive is to acknowledge the feedback / complaint received. This should be done within 3 working days.
  • Student Support & HR Executive will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.
  • Relevant parties will then propose a solution for the issue raised and the Student Support & HR Executive will explain it clearly to the student.
  • The student should acknowledge the situation within 14 working days, whether he / she accepts or is satisfied with the proposed solution.
  • If the student is not satisfied with the proposed solution, he / she can escalate the matter up to the Principal (for non-academic issues) or the Vice Principal (for academic issues). The respective person will investigate the case and take necessary actions to resolve it.
  • 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 Education Student Support Centre.
  • The entire process should not take more than 21 working days.

​​Note: As Feedback can be generic and / or positive, the Academy will have the discretion of the need to reply to students.

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Late Payment Policy

1.1 The Academy will ensure that all students that have applied for the course understand the Academy’s Late Payment Policy, and acknowledge this by signing on the Student Contract.

1.2 As per the Student Contract (with reference to Section 1 Course Information and Fees), the Academy will consider payments made 7 days after the scheduled due date(s) included in Schedule B in the Student Contract as late payments.

1.3 Students who pay after the scheduled due dates may have a late payment fee of $50 (per block of 7 calendar days from due date) imposed on them. Students are required to pay this extra fee in addition to their current payment.

1.4 Students that do not comply with this policy will be considered for termination from the course.

1.5 The Academy reserves the final discretion to impose the late payment fee.

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