NAA is committed to delivering 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.
Teacher-Student Ratio
At Ngee Ann Academy we are committed to providing a quality learning environment. In order to provide necessary academic support and to maximise the student learning experience, we maintain a well-balanced teacher-student ratio:
Tutorial and workshops – 1:50
Clinical Skills laboratory – 1:20
Lecture – 1:100
Mobile Phone Policy
It is the policy of NAA that mobile phones are to be switched to “silent” mode before a class commences. This will ensure a quality teaching environment for all students. Any student who fails to comply with this policy and whose phone interrupts the class will be asked to leave the class immediately by the lecturer/tutor.
Grievance & 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, partner 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 complaint/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.
Refund Policy
This Refund Policy governs the management of student refund. The Policy is reviewed as and when required, and at least annually.
- Refund for withdrawal due to non-delivery of Programme NAA will notify the student within three (3) working days as a result of one or more of the following circumstances:
- NAA fails, for any reason, to commence the Programme on the Programme Commencement Date;
- NAA terminates the Programme, for any reason, before the Programme Commencement Date;
- NAA fails, for any reason, to complete the Programme by the Programme Completion Date;
- NAA terminates the Programme, for any reason, before the Programme Completion Date;
- NAA fails, for any reason, to ensure that the Student meets the Programme entry or matriculation requirement as set by the organization stated in Schedule A of the Student Contract, or within any stipulated timeline set by CPE; or
- 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 100% refund of the Programme Fees already paid as per Schedule B of the Student Contract and Miscellaneous fees already paid as per Schedule C of the Student Contract should the Student, however, decides to withdraw, within seven (7) working days of the notice.
- Refund for withdrawal due to other reasons
If the student withdraws from the Programme 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.
- 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 Programme or not.
Refund Table
| % of Fee paid | If student’s written notice of withdrawal is received: |
| 80% | More than 5 days before the Programme Commencement Date |
| 50% | Before, but not more than 5 days before the Programme Commencement Date |
| 0% | After, but not more than 0 days after the Programme Commencement Date |
| 0% | More than 0 days after the Programme Commencement Date |
Non Refundable Fees
The following are non-refundable :
- Application Fee. However, in the circumstance where NAA has decided not to commence a programme on the Programme Commencement Date or terminates the Programme before the Programme Commencement Date, the application fee will be refunded with seven (7) working days after the student is notified, unless the student takes up alternative study arrangement with NAA.
- Fee Protection Scheme Insurance utilised.
Transfer of Programme
The student will be briefed on the entry requirements and has to submit a new Application Form to apply for the new Programme. The University will review and confirm on the application. For successful programme transfer application, students will have to complete the University Online Form (select ‘Initiate Change of Circumstances’) to discontinue from the current programme. The original PEI-Student Contract will be terminated and the student is required to sign a new set of Letter of Acceptance and NAA PEI-Student Contract.
Withdrawal From Programmes
Students are required to complete the University Online Form (select ‘Initiate Change of Circumstances’), and a letter of approval (for Students under the age of 18) in person to Student Services. Students are also required to drop courses via University Online Student Records Portal if they are currently enrolled in any. Eligibility for refund is subjected to NAA’s approval in accordance to NAA’s Refund Policy.
Deferment from Studies
Students may apply for a leave of absence from their programme for specified periods under certain circumstances. Students are required to complete the University Online Form (select ‘Initiate Change of Circumstances’). Transfer, Withdrawal and Deferment procedures are communicated to students via the Student Handbook.
