level-7-blueprint-strategic-management.p

Course Withdrawal

1.SCOPE/ OBJECTIVES 

 

1.1 The Withdrawal Process applies to all staff handling withdrawal requests submitted by students

 

1.2 The objective is to detail the steps in handling withdrawal requests effectively and efficiently to ensure that:

a.The policy and procedure include:

  • Maximum processing time of not more than 4 weeks

  • Informing Immigration & Checkpoints Authority of Singapore (ICA) of any change to status of the Student’s Pass

  • Handling of refund approved by management

  • Obtaining the parent’s/legal guardian’s written consent if students is under 18 years of age.

b.Withdrawal Policy and Transfer procedure are communicated to all students (including prospective students

c.The withdrawal records are maintained up-to-date

d.Review the Withdrawal Process at least once a year for continual improvement.

 

2.RESPONSIBILITY

 

2.1 The Manager, Student Support Services is the process owner and shall ensure the process achieve above                       mentioned objectives (Clause 1.2). In the absence of the Manager, Student Support Services, the Principal,                   Operations shall act as the process owner.

 

3.APPROACH

 

3.1 The College shall establish the Withdrawal Policy and Refund Procedure.

 

3.2 The Withdrawal Policy and Refund Procedure are communicated to prospective students and existing students            through appropriate channels provided by the College.

 

3.3 The Manager, Student Support Services shall ensure that all staff are competent and follow the structured process        in handling withdrawal requests submitted by students.

 

3.4 Staff handling the withdrawal requests shall be competent and ensure that:

      Students complete the ‘FRM-022 Withdrawal Request Form’

      Parent’s/legal guardian’s written consent is obtained for student under 18 years of ageStudents understand that            Student’s Pass will be canceled, if applicable 

      Withdrawal request approved by the Management

 

3.5 Any computed refund amount that is qualified under the Refund Policy must be approved by management.                  Approved amount must be refunded to student within 7 working days from date of student request. 

 

3.6 Maintain up-to-date and accurate withdrawal records (Withdrawal File)

 

3.7 Review the Withdrawal Policy and Withdrawal Procedure at least once a year for continual improvement.

 

4.PROCESS

 

4.1 Definition

‘Withdrawal’ is defined as premature termination of studies (student contract).

 

4.2 Withdrawal Policy

 

4.2.1 Exerceo establishes a Course Withdrawal Policy which is documented under Criterion 4.4.1b Course Withdrawal Policy.

 

4.3Course Withdrawal Procedure

 

4.3.1 The student complete and submit FRM-022 Withdrawal Request Form to the Student Support Service Department to inform the college of his/her intention to withdraw from his/her existing course. The student support service staff will channel the withdrawal request to the respective Sales Consultant.

 

4.3.2 The Sales Consultant shall review the case and advice the student. If the student does not change his intention, the Sales Consultant will then sign the request form and submit to Manager, Student Support Services for processing.

 

4.3.3 The Student Support Service staff will then proceed to attend to the various withdrawal matters as follows:

  • ​Obtaining the management approval

  •         Canceling the student pass, if applicable;

  •         Informing the FPS provider within 3 working days;

  •         Refund approved refund amount to student within 7 working days from date of student request.

 

4.3.4 The Student Support Service staff shall complete processing the withdrawal request within 4 weeks from date             of receiving the request.

 

4.3.5 The Student Support Services keeps the withdrawal records in the Withdrawal File.  

 

4.3.6 The Student Support Services maintains a list of all withdrawal cases.