Service Commitment Policy
Corporate Profile
Asian Educational Consortium (AEC) stands out as a prime education and training provider. We are proud to have earned the Singapore Quality Class Award. This is a clear recognition by the Singapore Government of our dedication to delivering quality products and services.
We facilitate learning, foster creativity and develop knowledge skills and confidence in students globally to attaining their personal goals.
We forged strategic alliances with world class and internationally recognized universities and institutions in offering a broad range of quality programs at various levels that include undergraduate and postgraduate degrees, and professional qualifications. We offer students quality programs in Business related fields, Tourism and Hospitality, and Language amongst many others. As a matter of fact, one of our long-standing partners is the University of Birmingham, United Kingdom.
The new knowledge-based borderless economy brings about complex needs and uncertainties. AEC is desirous to equip its students with programs to develop, upgrade and refine the necessary skills relevant to the job market.
We are committed to meet our students’ needs for a prime education and as premier training provider. With us, students will find a total learning environment that supports their work, families and study lifestyles.
Our Vision
“A global leader in Quality Education”Our Mission
To lead in facilitating learning, foster creativity and develop knowledge, skills and confidence of customers globally in their attainment of personal goals, using a variety of modes while enhancing strategic alliances as well as value to stakeholders.
Our Values
Our core organizational values are:- People We passionately believe that people are central to our success.
- Professionalism We will maintain a professional attitude at all times towards our students, suppliers, management and staff.
- Communication We seek to be open and accurate in our dealings and communications.
- Creativity We must encourage inventiveness and continuous innovation to keep up with changing requirements.
- Commitment We are committed to deliver what we have promised.
1. Service Commitment
Objectives
The AEC ensures that all students enrolling in our programs will receive strong academic guidance as well as excellent support from the Institution, leading to students completing their respective programs in a satisfactory manner.
One of our goals is to deliver quality programs to all our students through both local and native graduate teachers with teaching experience in government or private institutions, and/or real world experience in their respective field of expertise.
Credibility
Our local and international programs are supported by:-- Transparent policies and structured academic faculties.
- Experienced and qualified lecturers/tutors who are registered with the Ministry of Education (MOE), Singapore.
Definition of International and Local Students
The AEC provides academic programs to both International and Local students. International Students are students who require a Student Pass from the Immigration and Checkpoints Authority (ICA) to study in Singapore. Conversely, local students are students who need not apply for Student Pass from the Immigration and Checkpoints Authority to study in Singapore.
2. Refund Policies–Local and international students
Local and international students must pay their fees due as laid out in the Student Contract and by the date(s) stipulated in the notification advice.
Terms and Conditions of Refund
Refund policies are governed by the Student Contract agreed and entered into between the Institution and the student. These policies are stated below:
Tuition Fee Refund Policy
Tuition fees paid before or after commencement of the programme are refundable subject to the following: -- 100% refund of tuition fees if the applicant’s written notice of withdrawal is received more than thirty (30) days before the commencement date.
- 75% refund of tuition fees if the applicant’s written notice of withdrawal is received before but not more than thirty (30) days before the commencement date.
- 25% refund of tuition fees if the applicant’s written notice of withdrawal is received after but not more than five (5) days after the commencement date.
- 10% refund of tuition fees if the applicant’s written notice of withdrawal is received more than five (5) days but not more than ten (10) days after the commencement date.
- 0% refund of tuition fees if the applicant’s written notice of withdrawal is received more than ten (10) days after the commencement date.
Should a student decides to withdraw from the programme 10 days after the commencement date, the terms and conditions specified under Clause 3 shall apply.
Any request for refund of tuition fees 10 days after commencement date arising from unforeseen circumstances would be subject to management review and the final decision based on the sole discretion of management.
In such cases, refund will be based on the remaining number of uncompleted modules. No refund will be given for modules that have commenced.
Commencement date refers to the date when the programme actually commences as stipulated by the Institution for an individual student.
Non-Tuition Fee Refund Policy
Non-Tuition Fee comprises “Registration Fee”, “Sponsorship Fee” and “Books/Materials Fee”.Registration Fee
Registration Fee is not refundable.Sponsorship Fee
This fee is fully refundable if the Student Pass Application is not approved.Books/Programme Materials Fee
These fees are collected only when Students commence classes and paid for by semester basis. Materials are provided to students upon receipt of payment and these fees are therefore non-refundable.Additional Fees Refund Policy
All additional fees are paid by the Student, through the Institution, to government authorities or other external parties, as the case may be. Therefore, refunds on these fees should be resolved between the relevant parties concerned.
In accordance with the Student Contract, it takes approximately 14 working days for the refund process to be completed.
3. Transfers, Withdrawal and Deferment Policies
Transfers
A Transfer is defined as, student who has previously enrolled in another Institution in Singapore and applies for a transfer to the AEC, or a student transferring from one programme to another within the Group.
- Upon application for the new programme, AEC will be able to assist the students in transferring their existing valid Student Pass to a new valid Student Pass applied under the new programme.
- Students need to submit the relevant documents stipulated by ICA, to AEC before the expiry of the validity of the original Student Pass.
Withdrawals (or Termination)
A student, who withdraws from AEC to transfer to another Institution within the AEC, or to return to his or her native country for whatever reasons, shall be deemed to have terminated from the programme and withdrawn from our Institution. Specifically, a withdrawal is defined as:
- Withdrawing from the AEC programme (completed or partial) and applying for transfer to another programme within the AEC in Singapore.
- Withdrawing from the AEC programme (completed or partial) and applying to another Institution in Singapore.
- Withdrawing from the AEC programme (completed or partial) and returning to his/her native country.
Students who wish to withdraw (or terminate) from the programme within 10 days after the commencement date shall adhere to the terms and conditions of refund, as stipulated in clauses 2.
Withdrawal 10 days after Commencement Date
If a student withdraws anytime 10 days after the date of programme commencement, the following conditions must be fulfilled for refund of the tuition fee, if any, is to be considered:
- Students must give at least one month notice in writing for all withdrawal requests.
- Students with medical conditions or face genuine financial difficulties must support their claims with official documentary evidence to the Institution for consideration.
- All requests pertaining to withdrawal matters are to be approved by the Senior Manager.
- Any decision relating to refund of tuition fee arising from withdrawal shall be made at the sole discretion of the Senior Manager and that shall be final. Upon which, the student concerned shall be informed in writing of the Institution’s decision.
The refund amount shall be computed on a prorated basis by semesters and the effective date for computation purposes shall be exactly one month after the date whereby notice has been served.
General Policies for Withdrawal
In the case of any withdrawal, a counselling session will be held between the student and the Institution’s staff to understand the reasons for withdrawal and where appropriate to offer alternative programs to the student. The student makes the final decision on whether to remain in the Institution or to proceed with the withdrawal or transfer.
It takes approximately fourteen (14) working days to process a withdrawal upon receipt of notice.
Deferment
A deferment is defined as a delay in programme completion due to factors such as serving of Military Service or other valid reason(s), as approved by the Senior Manager. All deferment requests shall be supported by official documentary evidence.
Students who wish to apply for deferment for the programme after commencement shall submit notice in writing. We shall not accept verbal notice given by the Student.
It takes approximately fourteen (14) working days to process a deferment upon receipt of notice.
4. Programme enrollment - Prerequisites And Requirements
We have a policy clearly stating the pre-requisites and requirements (such as academic qualification, age as well as work experience requirements) pertaining to the enrollment of the various programs. The prerequisites and requirements for the programs are clearly and prominently displayed in our Institution premises, Student Contract and in communication materials.
5. Pertinent Information relating to our programs
AEC provides clear and accurate information in our brochures on the Institution and the programs offered to assist Students and their guardian(s) to make informed decisions.
In addition to providing information relating to our organization’s profile, prerequisites and requirements for programs as well as fees payable, AEC also provides other relevant information including:
Student Services
- Details of orientation and support courses.
- Details of Student Pass Application process.
- Accommodation options for students.
Institution’s Policies
- Student withdrawal and non-attendance policy as stated in the Student Handbook.
- Refund Policy on terms and conditions of course fee and refunds due to course termination by the Institution.
- Details of the protection of the Students’ tuition fees under the Student Tuition Fee Account (Escrow) endorsed by CASE
Communication
- Language specific Student Application Form (such as Chinese, Bahasa Indonesia), if necessary.
- Students’ feedback procedures.
- Mode of notification will be by telephone, email, letter or face-to-face meeting in the event of any changes.
We have proper procedures in place to inform students of any change should the need arises.
6. Student Contract
It is our standard operating procedure to enter into a Student Contract with International and Local Students prior to confirmation of enrollment and this policy is communicated to the student through our various communication channels, including our website. For Local Students, the school will grant the Student an option to enjoy the benefits of the Student Protection Scheme and this option is clearly indicated in the Student Contract (Local Student). In summary, the Student Contract is a mandatory document for the enrollment of both International and Local Students.
7. Student Protection Scheme
We have in place a Student Protection Scheme (SPS) as stipulated by the Consumers Association of Singapore (CASE) by way of a Student Tuition Fee Account (Insurance).
Student Tuition Fee Account (Insurance):
Our Student Tuition Fee Insurance Scheme with NTUC Income indemnifies students for their tuition fees paid in advance under these circumstances: (i) in the event that the PEO is not able to continue its operations due to insolvency and / or regulatory closure; (ii) if the PEO fails to pay penalties or return fees to the student arising from judgements made by the Singapore courts; and (iii) in the event upon death or total permanent disability of the student.
8. Pricing Policies
Pricing Policy Relating To Promotions As a pricing policy, AEC does not accord discounts and other form of promotional pricing.
Payment Scheme
Payment can be made in full or by instalments according to a predetermined plan. There is a registration fee to be paid upon enrollment
Payment Mode
Payments by students may be made either in full or by installments via cash, cheques NETS or Bank drafts. All payments have to be made out strictly in Singapore Dollars.
Pricing Accuracy
We are committed to the avoidance of over or undercharging. To ensure accuracy of charging, it is our policy to list clearly all programme fees including total amount payable and its breakdown.
Receipts
Receipts issued by us to you to acknowledge payment made shall contain the following information:
- AEC’s name and address
- Date of payment
- Programme enrolled
- FIN or Student Identification Number
- Qualification awarding body
- Programme fees
- Installment Amount (Accumulated)
- Amount outstanding
- Additional charges and services rendered.
9. Programme Fees
“Programme fees” means the gross fees paid by or on behalf of the student to AEC for a given programme, before any commission is deducted and excluding all incidental fees and charges.
“Programme Fees” are categorized into Tuition and Non-Tuition Fees.
- Tuition Fees refers to the fee payable by the student for a specific programme
- Non-Tuition Fees comprise:
- Registration Fee
- Sponsorship Fee
- Books/Programme Materials
- Additional Fees comprise:
- Student Pass Application Processing Fee
- Payment to ICA for Student Pass and Visa
- Security Deposit to ICA
-
Apart from the Programme Fees, there are other fees,
which a student may from time to time incur. These
fees are imposed by the government authorities and
other external parties and include:
10. Confidentiality of Student Data
We will safeguard, according to strict standards of security and confidentiality, any information our students share with us. We will limit the collection and use of student information to the minimum we require to deliver superior service to our students, which includes advising our students about our academic services and other opportunities. Every effort shall be made to ensure that the integrity of your personal particulars and confidential information entrusted to us are not compromised unless required to by law. We also undertake not to divulge any of the student’s personal information to any unauthorised third party without the prior written consent of the Student.
11. Attendance Policy
All students are required to maintain an attendance of 90% and above for every module they are registered for.
12. Marketing Communications
In respect of Marketing Communications, we ensure that our Programme brochures provide detailed and accurate information on the following:
- Terms of programs – tuition fee and nontuition fee, programme availability, duration of programs, programme structure, programme outcome, pre-requisites and programme requirements.
- Assurance of quality of programs.
- Contact Details – Institution Address, Facsimile Numbers, Names of Contact Persons, Telephone Numbers, Email Addresses and
- Payment Details.
Programme Brochures and Programme Fee List are also accessible to students prior to signing up.
13. Feedback/Grievance Mechanism
We welcome your feedback anytime and should you have any issue of concern, please contact us immediately.
Our feedback channels include:
- Face-to-face feedback
- Telephone communication 65-64120700, Mondays to Fridays from 9am to 6pm, Saturdays from 9am to 1pm. The Institution is closed on Sundays and Public Holidays.
- Written feedback via email to our email address knowledge@aec.edu.sg
We will investigate and act to resolve areas of concerns. Our interim response is within 2 working days. Depending on the complexity of the case, our response time is within 21 working days. If the Institution is unable to solve the complaint amicably, students are able to refer to CASE mediation channel.
14. Student Support Services
AEC provides support services to all its students and these services include:
Institution’s Policies
- Clear and complete student related policies as enumerated in this document a copy of which is received by each student prior to or upon enrollment, as the case may be.
Student Admission Related Services
- Application and Renewal of Student Pass Arrangement of sponsor/guardian
Hospitality Services
- Airport Reception
- Advice and information on accommodation
Student Induction & Pastoral Care
- Orientation programme for Students
- Assistance to Students facing difficulties adapting to the new environment
- Advice to Students on internal grievance procedures
Education Support Services
- Advice on courses and post-graduation opportunities
Student Help Line
Students can seek advice from any of our senior staff. Alternatively, Students with problems or concerns may wish to contact our student service center at 65-64120700 , Mondays to Fridays from 9am to 6pm, Saturdays from 9am to 1pm. The Institution is closed on Sundays and Public Holidays.
15. Links
This Service Commitment Policy complements the Student Handbook. Students will receive a copy of each of these documents upon successful enrollment.
16. Miscellaneous
We undertake to be liable for any misrepresentation or unfair practice (as defined by the Consumer Protection (Fair Trading) Act 2004) by the appointed agents for their servants or agents
AEC reserves the right to include, delete or change any of the above-mentioned policies, where appropriate
