Ngee Ann-Adelaide (NAA) Education Centre places important emphasis on Learning & Teaching, Research and Engagement, which are the primary focus of the University of Adelaide (UoA), a world-class tertiary education and research institution.

Like UoA, NAA is committed to deliver high quality and distinct learning, teaching and research experiences, through achieving business excellence, desired service targets and quality assurance initiatives, which will lead to improvements to our overall systems and processes.

Click any of the below for more information on the respective policy governing NAA.

Dispute Resolution Policy

NAA has a closed-loop Dispute Resolution Policy that is aligned with the Dispute Resolution stipulated by CPE. NAA welcomes feedback and complaints from students, parents and guardians, staff, partners organisations, recruitment agents and the public at large.

NAA maintains the Dispute Resolution Policy as a managed platform for students to provide valuable feedback on their experience with NAA. The various ways of providing feedback is communicated to the students via the Student Orientation, Student Handbook and NAA website.

It is in NAA’s policy that each feedback is appropriately acknowledged and addressed. NAA is committed to ensuring that a complaint / grievance is resolved within twenty-one (21) working days upon receiving the compliant / grievance.

Where students are not satisfied with the outcome from NAA’s internal grievance process, they can seek redress via the CPE Mediation-Arbitration Scheme here.

For assistance on Dispute Resolution, please approach the Student Services Team or email to StudentServices@naa.edu.sg. You may also download the form to provide feedback to us.
0

Dispute Resolution Process for Academic Matters

https://www.adelaide.edu.au/student/grievance/process/stage2/academic/#assessment

 

Dispute Resolution Process for Non-Academic Matters

Step 1
Student should first attempt to resolve the grievance informally by discussing the issue with the person responsible for the matter (the respondent).  Students uncertain about how to proceed may consult the Student Services Executives for assistance. At the request of either the grievant or the respondent, the Student Services Executives may be asked to arrange for this meeting.  In most instances, grievances can be resolved at this level.

Step 2
If the grievance is not informally resolved between the student and respondent, the student may file a written statement describing the grievance to the Student Services Manager. The written document shall describe the facts and provide evidence supporting the alleged violations, indicate what redress the student seeks and provide a brief history of the attempts to resolve the grievance.

A grievance must be filed in writing to the Student Services Manager within 2 weeks from the date of the grievous act.

Step 3
NAA will initiate relevant investigations and resolution actions, wherever applicable, to resolve and close the case amicably with the student within the 21 working days.  A formal response will be made to the student.

In the event that the student and NAA are unable to resolve a dispute amicably, either party can refer the dispute to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through CPE Student Services Centre for mediation.

This Refund Policy governs the management of student refund. The Policy is reviewed as and when required, and at least annually as part of the Fee Review Committee’s scope of work.

1. Refund for withdrawal due to non-delivery of Course

NAA will notify the Student within three (3) working days as a result of one or more of the following circumstances:

  1. NAA fails, for any reason, to commence the Course on the Course Commencement Date;
  2. NAA terminates the Course, for any reason, before the Course Commencement Date;
  3. NAA fails, for any reason, to complete the Course by the Course Completion Date;
  4. NAA terminates the Course, for any reason, before the Course Completion Date;
  5. NAA fails, for any reason, to ensure that the Student meets the Course entry or matriculation requirement as set by the University of Adelaide, or within any stipulated timeline set by CPE; or
  6. The Student Pass application is rejected by the Immigration & Checkpoints Authority (ICA).

The Student will be informed in writing of an alternative study arrangement (if any). The Student will be entitled to a refund of the Course Fees already paid should the Student however decides to withdraw, within seven (7) working days of the notice.

2. Refund for withdrawal due to other reasons

If the Student withdraws from the Course for any reason other than those stated in (1), NAA will, within seven (7) working days of receiving the Student’s written notice of withdrawal, refund to the Student an amount based on the Refund Table.

3. Refund during cooling-off period

NAA will provide the Student a cooling-off period of seven (7) working days from the date that the Contract has been signed by both parties. The Student will be refunded the highest percentage (stated in the Refund Table) of the fees already paid, if the Student submits a written notice of withdrawal to NAA within the cooling-off period, regardless whether the Student has started the Course or not.

Refund Table

% of Fee paid If Student’s written notice of withdrawal is received:
80% More than 5 days before the Course Commencement Date
50% Before, but not more than 5 days before the Course Commencement Date
30% After, but not more than 5 days after the Course Commencement Date
0% More than 5 days after the Course Commencement Date

You may download a copy of the Application for Refund form here.