Student Handbook - Singapore
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Updated 18/08/2021
Student
Handbook
www.ef.sg
> EF’s Mission & School Welfare
Regulations Emergencies ................................................. 19
School Regulations ......................................... 5 Coping with cultural difference....................... 19
Anti-bullying policy ......................................... 19
Welcome Your Course
What is your language level? .......................... 7
Your timetable .................................................. 7
What is bullying? ............................................ 19
Guidelines for students aged 16 or 17........... 19
Attendance....................................................... 7 Health and Safety
Thank you for choosing to study with EF.
General lessons............................................... 7 Student’s responsibility................................... 21
Whether your course is for one week or Lectures ........................................................... 7 First aid .......................................................... 21
one year, we will do our best to ensure Special Interest (SPIN) lessons....................... 8 FIre and emergency procedures.................... 21
that you settle in easily and enjoy your Homework ....................................................... 8 Premises ........................................................ 21
stay in this fantastic city. Testing your progress ...................................... 8 Police advice: Internet Safety......................... 22
Tests ..................................................................... 8
During your first few days here, you will probably Outside the classroom ..................................... 8 Activities
have many questions regarding your course, your Private study and internet access ................... 8 Excursions ..................................................... 25
accommodation and what to do in the city etc. Changing or extending your course ................ 8 Advice and information .................................. 25
This handbook is designed to answer many of
18+ Activities.................................................. 25
those questions and provide you with some useful Your home abroad Sports equipment .......................................... 25
basic information.
Homestay Routines ....................................... 11 EF student card ............................................. 25
Respect .......................................................... 11 My EF and Facebook .................................... 25
If you still have any questions after reading this,
Meals and mealtimes .................................... 11
please speak to a member of staff at school.
Keys ............................................................... 11
We are here to help and want your stay to be a Dispute Resolution
Laundry .......................................................... 11
happy one. Dispute Policy Statement............................... 27
Air Conditioning ............................................. 11
Telephone ..........................................................11 Alternate Remedies in Dispute Resolution .... 27
Have a wonderful stay and don’t forget to speak Feedback and Complaints............................. 27
Internet ........................................................... 11
English or Mandarin at all times! Dispute Resolution Procedure ....................... 27
Damages ....................................................... 11
Keeping things safe ....................................... 11 EF’s Email ...................................................... 27
EF Singapore Culture Curfew times for 16 -17 year olds.................. 11
Students should see and experience the EF culture, Staying out at night and going away ............. 11 Problems - Complaints................ 29
which is: Changing homestay provider ........................ 12
> A warm, welcoming school that Own or Private Accommodation ................... 12 Appeal Procedure ......................... 31
provides life-changing education for
global citizens by giving confidence
General Information EF Policies
and freedom to people of all ages, Transfer and Withdrawal ................................ 33
Changing money ........................................... 15
nationalities and backgrounds. Timeframe for assessing and processing ...... 33
Opening a bank account ............................... 15
Electrical ........................................................ 15 Conditions for Deferment............................... 33
School letters ................................................. 15 Refund procedure .......................................... 33
Student mail ................................................... 15
Post ................................................................ 15 Student Support Services
Calling locally and abroad ............................. 16 List of Comprehensive Services Available ..... 37
Places of worship .......................................... 16 Information on Standard Student Contract.... 37
Flight and travel arrangements...................... 16 Fee Protection Scheme (FPS) ....................... 37
Visas .............................................................. 16 Medical Insurance.......................................... 38
Assessment and Release of Results ............. 38
2
SECTION X // LOREM IPSIM
EF’s School
Mission Regulations
EF’s global mission is simple: Opening To ensure that every student can enjoy and get the most out of their course we ask
the world through education. We commit all students to follow our School Code below.
to helping our students begin a lifelong
Please note that in case of a student’s misconduct, or criminal offence, EF reserves the right to terminate
journey of global citizenship.
the student’s course. Any refund of fees will be at EF’s discretion.
EF Vision
EF’s vision is: To grow our students, staff and
school, professionally, personally and
culturally.
School Code
EF Core Values
The following school code was created together by EF school staff and students.
Please follow it at all times.
Entrepreneurial spirit: We promote teamwork,
ownership and taking initiative.
Quality: We want our staff to perform at their > Remember to always inform the school
> To ensure maximum progress please speak
best and our students to strive for accuracy of sickness or absence for other
and fluency in language. English or Mandarin at all times.
reasons.
> It’s important that you take an active part in
Passion: Be passionate in the school > Please - no food/drinks in
class and complete all homework.
and outside. iLabs/classrooms and mobiles must be
> Be punctual; attend your classes on time. Class
turned off in class.
Nothing is impossible: Believe in yourself Teachers shall take student attendance at the
> Take care of your own property and the
and gain confidence. beginning of each lesson using the EF
property of EF.
Attendance app. Attendance are to be taken
Attention to detail: Take pride in your within 10 minutes of the start of each class. If you > Please treat your fellow students, staff
school and workplace. are not in class during attendance taking, you will and homestay with respect.
be marked absent. If you arrive after 10 minutes, > Make sure you inform your homestay or
Innovation: Embrace technology and speed you will not be allowed in class without the prior residence staff and the School if you
up your language learning or your way of approval of the Director of Studies. intend to travel and stay overnight.
work. > You must attend your lessons. A minimum of
> It is important to abide by all national and
90% attendance is required in order to receive your local laws.
Cost-consciousness: Manage your
professional or personal budget efficiently EF certificate. As an EF policy, students below 18 > If you have any questions or concern,
have to achieve 100% attendance. This is to please ask a school staff member – we
ensure their safety at all times; thus, proper are always here to help.
monitoring is in place. > Work hard and enjoy the experience!
.
4 www.ef.sg 5
SECTION 1 // YOUR COURSE
What is your language level? Studies two weeks after the verbal warning.
Parent/ sponsor will be informed if applicable.
An online placement test will take place before
the student arrives in Singapore while the > Second warning. After two weeks, if the
speaking test is done on the first day of arrival, problem continues, a second warning letter will
to allow us to determine your language level so be issued and an interview will be conducted
that we can put you into the correct class. to identify reasons for non-improvement.
Parent/sponsor will be informed if applicable.
There are 6 different stages and each stage has 2-3 > Final warning. The third and final warning letter
different levels (i.e. B1-1, B1-2 & B1-3). will be issued by the School Director, two weeks
after the 2nd warning letter if your attendance is
> A1 – Beginner still below 90%. At this point, the School Director
> A2 – Elementary will assess if expulsion is necessary. Parent/
sponsor will be informed if applicable.
> B1 – Intermediate
If you miss 2 consecutive days of school and you
> B2 – Upper Intermediate
Your Course > C1 – Advanced
> C2 – Proficiency
have not told us why you are away, you will receive
a call from us asking you to contact
us immediately. Please ensure we have your local
mobile number.
At EF not only will you learn English or
Your timetable
Mandarin in the classroom, but also through If you have a Student Pass, and your attendance
technologically enhanced lessons in iLab Your schedule will be uploaded to Campus
is below 90%, without permission or without
Connect during your first day at school.
and through intensive speaking practice in providing a medical certificate, EF is obliged to
Remember to check it on the App or in the iLab
real-word situations. In order to make report you to the Immigration & Checkpoints
lab on a computer.
maximum progress make sure to speak Authority of Singapore. All Student Pass students
English or Mandarin at all times. must meet with the Admin & Visa Coordinator on
Lessons are 40 minutes, but the majority of the
You will see, you will improve a lot during their first day at school.
time you will have double lessons of 1 hour and 20
your time abroad. minutes. You will have lessons alternating between
If you are under the age of 18 you are required
morning and afternoon.
to have 100% attendance and to inform the
school immediately if you are absent due to
Attendance illness.
Absence may be excused by the Director of
Studies or School Director on medical or other General lessons
compassionate grounds. The school only accepts
During your general lessons you can expect
medical certificates as proof of absenteeism due
to study some or all of the following key
to medical reasons. Any other documents shall
language areas:
only be accepted on a case-by-case basis, with full
justification, and must be acceptable by ICA.
> Vocabulary
> Verbal warning. If your attendance falls > Grammar
between 90% - 95 % you will receive a verbal > Reading
warning from the Director of Studies. > Writing
> First warning. If your attendance continues > Listening
to drop, and falls below 90%, a first warning
> Speaking
letter will be issued to you by the Director of
> Pronunciation
www.ef.sg 7
SECTION 1 // YOUR COURSE
Lectures Projects
All students will have one lecture per week. Project based classes and/or assignments will be
They cover interesting subjects such as history, given to you regularly during your course.
art, local culture and current affairs. Teachers will decide whether these are done on an
individual basis or in groups. Projects/Assignments
Special Interest (SPIN) lessons are graded and will results of which are used to
As well as your General Classes you will have determine your progress in your course.
a choice of Special Interest (SPIN) classes
depending on your interests or your level.
Outside the classroom
The amount of SPIN class options you have
will depend on what course intensity you Travelling to an English and Mandarin speaking
have booked. country to learn the language gives you more
possibilities to improve and practice your language
skills at all times.
Homework
Your teachers will give you homework which is to
be completed by your next class. You will have the To really advance your English or Mandarin you
chance to ask the teacher and your fellow students should make an effort to speak English/Mandarin
about anything you don’t understand. If you would outside the classroom and make friends with
like extra homework please ask your teacher. students from other countries. Don’t be afraid to
make mistakes; practice makes perfect.
Your progress
Private study and internet access
Your progress will be measured through your
attendance, class participation, tests and 6- All students may use the computers in the
weekly Tutorials. You can also follow your student lounge for private study and for personal
progress on Campus Connect. internet access.
Tests Changing or extending your course
The following is a list of tests you can expect to The Academic team can advise you on all the
have while studying at EF: different courses that EF offers if you would like to
change your course. If you would like to extend
• Placement Test your course please speak to any member of staff
• Weekly Unit Test who will be happy to help you!
• Progress Test every six weeks
• Graduation Test/ Departure Test in your
last week
Foundation Year students have the following tests:
• UPiBT
• Module Coursework
• Module Examination
To be able to graduate, you need a minimum
attendance of 90%, complete the Departure Test
and Evaluation 3.
8 www.ef.sg 9
SECTION 2 // WHERE TO STAY
Homestay Routines Curfew times for 16 - 17 year olds
Ask your homestay provider about their daily In general 16 and 17 year olds should return
routine; when you can use the bathroom in the home by 23.00 (Sunday to Thursday) and 24:00
morning, what to do if you arrive home late, (Friday to Saturday).
whether you can bring friends home etc.
This information will help you all find a routine that Air Conditioning
suits everyone.
Most homestays will only have the air conditioning
in common rooms. All bedrooms are provided with
Telephone
fans. Please turn off air conditioning whenever you
Telephone calls are expensive. You must ask the leave the room and the fan in your bedroom.
family if you wish to use the phone. Collect calls
are not possible in Singapore. You can also buy Respect
a telephone card or sign up with Skype to make
Your home cheaper international calls.
Meals and mealtimes
Make sure that you do not treat your homestay
provider like hotel staff. Make your bed; keep your
room tidy and offer to help with small household
abroad Your homestay provider will provide you with
breakfast and dinner each day and lunch on the
jobs. Always ask before you bring friends home.
Internet
weekends. The food may be very different to what You will need to ask permission to access the
There are two main types of accommodation, you are used to, you may need to be open about homestay provider’s internet. Most will have
Homestay and Residential. Staying in a trying new things. Let them know about your internet access and you can also use the unlimited
homestay provider is a great way to practice likes/dislikes and any allergies. Many homestay Wi-Fi in school.
and improve your language skills. You will providers will have set mealtimes which tend to
experience typical local life and will be be earlier than most countries. Plan your time so
Keeping things safe
that you are home for dinner. If you are going to be
involved in the family’s routine and lifestyle. Make sure that you keep your passport, return
late, or decide to miss a meal let your family know
Below you will find some information on how ticket, money, traveler’s cheques, anything
in advance.
to be a good house guest. valuable in a safe place (lock them in your
suitcase) and inform the family immediately if
Damages
anything goes missing.
Any damages or breakages are between you and
the homestay provider although we can help if
Staying out at night and going away
needed. We would advise that you offer to pay for
Always tell your homestay provider if you are not
any damages you cause or if you have insurance
you may be able to make a claim. going to spend the night at home or if you are
going away for the weekend. If your homestay
providers are expecting you home and you do not
Laundry arrive they may report you as a missing person to
Your homestay provider will wash your bed the police.
linen and towels but you are responsible for
washing your clothes. You may be able to use the Keys
homestay washing machine or the family may do
All students will be given a key to the front door of
your washing for a small charge or you can use
the house. You are not expected to share this key
the nearest launderette. with other students or homestay members.
Do not give this key to anyone.
www.ef.sg 11
SECTION 2 // WHERE TO STAY
Changing your homestay provider Own or Private Accommodation
If you wish to change your homestay provider If you are staying in your own or private accom-
please talk to one of the Corporate Services modation you are required to inform EF of your
staff member to explain the situation and to get address and telephone number and update us
advice. of any changes during your time with us. Dealing
with landlords and letting agents is your responsi-
bility not EF’s.
12 www.ef.sg 13
SECTION 3 // GENERAL INFORMATION
Changing money School letters
You can exchange foreign currency and traveler’s To join the library, local clubs, the gym, applying for
cheques in a bureau de change. Unfortunately, we a visa for travel etc. you may need a letter from the
cannot take foreign currency in school. school proving that you are a student with EF, just
ask the Activities staff.
Opening a bank account
It is normally only possible to open a bank account Student mail
if you are staying in the country for more than six You can receive letters and packages to the
months and even then it is not guaranteed. school address. Please check with a member
We can give you a letter of application on request. of staff at Reception where this can be collected
from. Your name may also be written on the board
General
Banks are usually open from 10am until 6pm, when your post has arrived. Please note that the
Monday to Friday and some on Saturday school takes no responsibility for lost items.
mornings. If you have a bank account, money can
Information be directly transferred from overseas.
If not, then money can be transferred through the
Western Union – please speak to a member of
Post
Our post system is relatively inexpensive and
reliable. You can buy stamps for letters and
staff at Reception who will tell you where the postcards from local shops or from post offices.
Being new in a foreign country, you will nearest office is. When you are arranging to have
certainly have many questions regarding money sent from your home country, please
Calling locally and abroad
life in your host country. In this section you remember these two very important points:
Telephone rates vary according to the time of day
will find some important information to help and distance.
> Please tell the sender not to send cash, as
you get started and feel comfortable in your
even through registered mail it very often does
temporary home. If you have any questions For local calls from a landline just dial the
not arrive.
that are not covered here, please feel free to subscriber’s number.
> Personal cheques from overseas banks cannot
ask a staff member.
be cashed in this country.
For long distance calls, dial the full number inclu-
ding the area code. For international calls, you
Electrical need to dial 018 (Starhub) or 019 (Singtel)
Electrical sockets use 220/240 volts so, if you followed by the country code, area code and
come from a country which operates on a different subscriber number.
voltage, you will need a transformer before you
use your equipment. To find out country codes visit.
You might also need an adaptor for any fitted plugs. www.countrycallingcodes.com
If you are not sure check with your host family/
residence before you use any electrical items you Places of worship
have brought with you. You will almost certainly find your faith represented
somewhere in the city. Ask your homestay
provider or check the school noticeboards for the
nearest church, mosque, synagogue or temple.
www.ef.sg 15
SECTION 3 // GENERAL INFORMATION
Flight and travel arrangements Visas
Before you fly it is a good idea to check in to your For some nationalities, a visa is required to travel to
flight online. If you have any questions regarding other Asian countries. This might be necessary if
your ticket, or you need to change your flight date you decide to join one of our overseas excursions,
the school staff will be able to help. such as a weekend in Bali. To apply for
If you wish to book a return taxi transfer, a visa, you will need a letter from the school that
please speak to a staff member at reception a confirms your enrolment. Please contact the
few days before your departure. Activities staff for more information.
16 www.ef.sg 17
SECTION 4 // WELFARE
Emergencies > Verbal: name-calling, sarcasm, spreading
rumors, teasing.
In an emergency you will need to call the free phone
number 999 for a police emergency or 995 for > Racist: racial taunts, graffiti, gestures.
ambulance and fire services. > Sexual: unwanted physical contact or sexually
abusive comments.
Coping with cultural difference > Homophobic: because of or focusing on the
Some parts of our culture are very different; some issue of sexuality.
like food, music, art and religion are easy to identify > Cyber: All areas of internet, such as email &
but others such as beauty, status and emotions are internet chat room misuse. Mobile threats by
more difficult to quantify but may have an equally text messaging & calls. Misuse of associated
important effect on our lives. No one culture should technology, i.e. camera & video facilities.
be considered as ‘better’ than any other – it is
important to remember that ‘different’ does not
Welfare mean ‘worse’ and you should try to keep an open
mind about different aspects of your new culture
until you have had time to settle down.
If you are a victim of bullying please contact an EF
staff member who will address your problem with
the strictest of confidence. If a student is found to
be bullying the case will be dealt with accordingly by
Your welfare is our top priority and Living in a new culture can be an exciting
the School Director, in serious cases students may
we have a few special guidelines and be excluded from school.
experience but it’s possible that you may suffer from
tips to ensure your well-being. Please homesickness from time to time. Don’t worry, it’s
make sure that these are followed. normal and it will pass as you make new friends and
Guidelines for students
Our School Director is there for you if explore the city/country. aged 16 and 17
you would like to speak to someone, Curfew times: Sunday to Thursday 23:00, Friday
or if you would like some help with Anti-bullying policy and Saturday 24:00.
any difficulties or questions you may We are committed to providing a caring, friendly Independent travel outside the course town:
We strongly recommend travelling on EF-organized
have. Your conversation will be treated and safe environment for all of our students so that
excursions. Any independent travel will require a
confidentially. If there is another staff they can learn in a relaxed and secure atmosphere.
Bullying of any kind is unacceptable at our schools. parental authorization.
member you feel more comfortable
We are a TELLING school; this means that anyone Attendance: 100% attendance is required.
talking to, please do so. In case of sickness the school must be
who knows that bullying is happening is expected to
tell a member of EF staff. informed immediately.
Singapore laws: Students below the age of 21
are not permitted to buy cigarettes, alcohol or
What is bullying? enter night clubs.
Bullying is the use of aggression with the intention of Wristbands: A wristband, which should be worn
hurting another person. Bullying results in pain and at all times, is provided to ensure that you receive
distress to the victim. the appropriate support.
Counselor: If you would like to speak with
Bullying can be: someone outside EF about your problems, please
> Emotional: being unfriendly, excluding, let any member of the staff know and we will
tormenting (e.g. threatening gestures). arrange a counselor for you.
> Physical: pushing, kicking, hitting, punching or
any use of violence.
www.ef.sg 19SECTION 5 // HEALTH AND SAFETY
Students’ responsibility Personal safety
It is the responsibility of our students to cooperate Please follow the below tips to ensure your safety
with staff and management of the building to during your time abroad.
achieve a safe learning, working, and living > Inform EF staff about any medical conditions
(where students and staff are resident on site) or disabilities you have.
environment and to take reasonable care of > Seek medical attention if you are sick.
themselves and others.
> Share your mobile number with your homestay
provider, roommate, friends, and EF staff.
First aid
> Let EF staff know if you are worried about a
Selected staff are trained in first aid. Please see the
friend for any reason.
notice board for their details. They are responsible
for any first aid emergencies and for maintaining > Do not let strangers into the host
the appropriate first aid boxes. homestay house.
Health Fire and emergency procedures
> Do not accept lifts from strangers or go
anywhere with them.
> Never travel alone at night, always go out in
and Safety There will be regular fire drills and fire alarm tests
taking place in the center. Please familiarize
yourself with the fire safety information on the
pairs or groups.
> Stay in well-lit areas.
school notice boards and any instructions in the > If you use a taxi, always ensure it is a licensed taxi
EF’s policy is to provide and maintain classrooms. In the event of a fire please follow the and make sure the meter has been turned on.
safe and healthy working conditions, directives of an EF staff member or fire officer. > Leave important documents, such as your
equipment and systems of work for all It is against the law to cover smoke detectors. passport and airline tickets locked in your
our employees, students and visitors, suitcase at your homestay or residence, and
and to provide such information, training In the event of an alarm kindly follow the below do not carry large amounts of cash around
and supervision as they need for that procedure: with you.
purpose. Overall responsibility for health > Don’t give out personal information to people
> Leave the building immediately.
and safety lies with the School Director. you do not know. Unless you know a person
> DO NOT take your belongings with you. very well, do not accept an invitation to their
> Follow the signs marked “Fire Exit”. house or go with them by car.
> If you have to use the stairs, please keep > Take care crossing the road; in Singapore we
to the right. drive on the left.
> Make sure your name is ticked off the list. > If you get lost, then telephone someone; your
> DO NOT re-enter the building until told to do so. group leader, the EF school’s emergency
number or your homestay provider/Residence
> Assemble at the car park barrier next to
Advisor.
the school.
> If you have items stolen, then please report it
to EF staff as soon as possible.
Premises
Buildings are checked regularly to identify
any hazards. However, if you see anything that
concerns you, please report it to a member of staff.
www.ef.sg 21SECTION 5 // HEALTH AND SAFETY
Police Advice: Internet Safety from people you don’t know or trust can lead
Please read the following important to problems - they may contain viruses or
information from the Police concerning chat nasty messages!
rooms, instant messaging, and social networking
> RELIABLE: Someone online may be lying
sites such as Facebook, MySpace and Bebo:
about who they are and information you find
Be SMART when surfing the Internet... on the internet may not be reliable.
> TELL: Tell your host, teacher or trusted
> SAFE: Keep safe; do not give out personal adult if someone or something makes you
information such as your name, email, phone feel uncomfortable or worried. If you are in
number, address or school name to people immediate danger, telephone the police on
you do not trust online. 999 or go to the Police Station.
> MEETING: Meeting someone you have only
been in touch with online can be dangerous.
Only do so with the permission of your host
family or any member of EF staff - and even
then only when an adult can be present.
> ACCEPTING: Accepting emails, IM
messages, or opening files, pictures or texts
22 www.ef.sg 23SECTION 6 // ACTIVITIES
Excursions EF student card
Day trips are organized throughout your stay to On you first day of school you will be issued with
main attractions in the country. Weekend trips can an EF student card. You can use this card to get
be within the country and to other popular Asian discounts around the city in restaurants, shops
destinations. These will be advertised in advance and attractions (check with your Activities Office
with posters around the school and on My EF for the discounts). Please keep it with you at all
and Facebook. To book a place you will need to times as it can be used to identify you within the
sign up on MyEF. school.
Advice and information Campus Connect and Social Media
If you would like to do some independent travel, the You will find a lot of useful information about
Activities Office can give advice and suggestions. upcoming events, past excursions, photos,
There are also guide books, magazines and folders competitions, and general news on Campus
Activities full of useful information about places to visit.
18+ Activities
Connect the school’s social media accounts such
as Facebook and Instagram. You will also be able
to connect with and make friends with past, present
The legal drinking age in this country is 18 years and future EF students from all over the world
The Activities Office is responsible for through these platforms.
old. EF will advertise and run parties in pubs/bars/
arranging a weekly timetable filled with a
nightclubs, you must be 18 years or older to attend
variety of day and weekend excursions, Other ways to be active
these events. You will be required to show a valid
events, sports, parties, attractions and
ID (i.e. passport or national identity card) an EF Students are encouraged to get involved in the
museum visits. You can also get advice on student card is not a valid ID. Make sure that you local community and school life through the
what to do in the city and beyond. We highly drink responsibly and that you make your way following activities arranged by EF:
recommend that you join the scheduled home safely (try and travel home with friends).
- Representing student views through the
events; you’ll learn more about the country,
Student Council
make friends, practice your English or Sports equipment
Mandarin and most importantly have fun and - Local community involvement activities with
If you require sports equipment, check with the
charities/NGOs
take home great memories. You can get a Activities Staff to see if you can borrow a football,
new weekly schedule every Monday from the tennis rackets, ping pong bats and ball etc. - Buddying up with new students to help them
Activities Office or log into Campus Connect acclimate to Singapore and school life
to find out what has been planned. - Ambassador program to assist future EF
students with making informed decisions on
what program and which destination to
choose from
If you are interested in more information
regarding the above please speak to the
Activities Office.
25SECTION 7 // DISPUTE RESOLUTION
Dispute Resolution Feedback and Complaints
EF has a documented close-loop feedback and EF adopts an integrated approach to managing
complaint management system to gather and various feedbacks and complaints and there are
address all feedback / complaints received from many platforms and avenues where students can
students. provide feedback and complaints to the School.
They are as such:
All feedback and complaints must be properly
recorded and/or documented, and students > Face to face meeting with the School
must be kept informed of the status of their Director and/or Director of Studies
feedback/complaints throughout the process. > Feedback Form placed at reception for
feedbacks/complaints.
The Corporate Services Department is to
Dispute respond to students within 3 days of receipt of
the feedback / complaint. All feedback /
complaints must be resolved within 21 working
> Through Student Evaluations and
Surveys
> Via e-mail to: singapore@ef.com
days.
EF communicates the Dispute Resolution
In the event that EF and students cannot come procedures through the following channels:
There may be things or situations that to an agreement / student does not accept the
concern you or with which you are not final decision of the School Management, they > EF‘s Official Website
will be referred to Singapore Mediation Centre > Student Orientation Programme & Student
satisfied. Please do not hesitate to come
(SMC) or Singapore Institute of Arbitrators Handbook
and speak to us. We are here to help and
(SIArb) through the Committee of Private
we aim to make your stay at EF a > Pre-course Counseling
Education (CPE) Mediation-Arbitration Scheme
memorable one. to resolve the dispute.
www.ef.sg 27SECTION X // LOREM IPSIM SECTION 8 // PROBLEMS - COMPLAINTS PROCEDURE
Step 1
Submit your feedback and complaints formally via one of the above platforms and avenues. These will be
directed to the Corporate Services Department who will acknowledge the feedback / complaints received
within 3 working days and review and discuss it with relevant parties on issue raised. A formal investigation
will be carried out if necessary.
Step2
The student should acknowledge the situation if he/she accepts or is satisfied with the proposed
Problems –
solution. If the student is not satisfied with the proposed solution, he/she can escalate the matter up to
the EF Sales Office in his/her home country. They will investigate the case and take necessary actions to
resolve it. The student will be notified of the outcome and if he / she accepts it, the student will
Complaints
acknowledge this on the form and the case will be considered closed.
Procedure Step 3
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
There may be things or situations that
Education (CPE) Mediation-Arbitration Scheme for mediation/arbitration process to resolve the dispute.
concern you or with which you are not
(https://www.ssg.gov.sg/cpe/pei.html). The entire process should not take more than 21 working days.
satisfied. Please do not hesitate to come
and speak to us. We are here to help and
we aim to make your stay at EF a
memorable one.
28 www.ef.sg 29SECTION 9 // APPEAL PROCEDURE
Any students wishing to appeal the results or
marking of their tests or exams need to follow the
following stages:
> Report: The details of the complaint should
be taken by the relevant teacher. The teacher
should then complete the Feedback Form,
and present to the Director of Studies - who
will review the appeal.
The appeal must be done within 7 working
days after receiving of results.
> Meeting (Within 48 Hours): The Director of
Appeal Studies will then meet with the student to
discuss the appeal within 48 hours of their
appeal being lodged. The student is free to
Procedure involve another individual/ friend/ classmate in
the meeting for translating purposes or moral
support. This is to be documented in Elektra
Logs.
There may be things or situations that
concern you or with which you are not
Proposed Solutions: Within 48 hours of
satisfied. Please do not hesitate to come and
Step 2, the Director of Studies will present
speak to us. We are here to help and we aim
solutions to address or resolve the appeal. If
to make your stay at EF a memorable one.
the student feels satisfied with the proposed
solution, then they will sign the Feedback
Form. However, if the student feels the
dispute is not being addressed in a
satisfactory manner the student may then
request further review by the School Director.
The final outcome will be released within 48
Hours upon review.
www.ef.sg 31SECTION 10 // EF POLICES
Transfer, Withdrawal and Duration Timeframe for assessing and
SECTION X // LOREM IPSIM
Change Policy Statement processing transfer / withdrawal
> A student who requests for an internal
/duration change cases
course transfer must have their existing The entire transfer / withdrawal / duration change process,
contract terminated. The student will from point of application to the final outcome (including
need to sign a new contract with EF. All internal appeals), should not be more than 4 weeks. If
outstanding fees must be settled prior the final outcome is not in favor of the applicant,
to request for transfer/ withdraw/ respective staffs are to handle each situation
duration change according to the School’s Feedback and
Complaints Policy and Procedure.
> A student who transfers from his/her
current course to another course within Conditions for Deferment Course
the School shall be deemed to have Deferment
withdrawn from the course and the The School does not practice course deferment as
Refund Policy shall apply unless as a student can cancel and rebook a new course for
otherwise agreed between the School a different duration or a different course start date
EF Policies and the student.
> The student must also fulfil all the
admissions criteria of the new course
prior to arrival. In this case the FPS is simply
cancelled and repurchased. When an in-school
student decides to end their course before the
and will be subjected to the School’s expected end date, they are considered to be
In this section you find more detailed student selection and admission terminating/withdrawing from their course.
information about specific EF Policies procedures.
to help you if you need to make any > For students that are under 18 years of Transfer/Withdrawal/Duration Change
changes to your course. age, written consent from the parent / Procedure
legal guardian must be obtained. > Students who are seeking a withdrawal/
shortening of course is to meet up with the
> Students who wish to withdraw from
School Director / Director of Studies to
their course must meet up with the
establish the reason for withdrawal/ change.
School Director or Director of Studies to
establish reasons for a course transfer/ > For transfer and course duration change -
withdrawal/ course duration change Student is to meet up with a member of the
Corporate Services Department to establish
> Student to fill in eBCN (Electronic
reason for transfer and duration change.
Booking Change Notification), including
submission of any supporting > The student will be informed on the conditions for
documents (if necessary) transfer/withdrawal/duration change.
> Up-to-date transfer, withdrawal and > Once the student confirms to proceed, an
course duration change records will be eBCN Form will be generated and the
kept by the Student Pass Coordinator. student is to sign and acknowledge it. Any
supporting documents (if necessary) is to be
Student Pass Status submitted along with the eBCN Form.
> Course Transfer is subjected to ICA’s > If the student is under 18, the eBCN will
approval. Student is required to cancel have to be sent to Sales office to get the
his current Student’s Pass within 7 parent’s signature as confirmation after the
days in the event application is student and school director signs in
rejected. Singapore
> For withdrawal, student pass holder is
> A letter to effect or reject the transfer/
required to return his/ her student pass
withdrawal/duration change request will be issued
for cancellation. to the student.
32 www.ef.sg 33SECTION 10 // EF POLICES SECTION 10 // EF POLICES
> ICA will be informed on the change in Refund procedure
Student Pass Status and FPS will be > The School Director informs student on the
cancelled/ repurchased upon conditions for refund based on the refund Conditions for Refund Shall follow the procedures outlined
acceptance of course policy stated on the signed PEI- Student in the PEI Student contract and the School’s Refund Policy
transfer/withdrawal Contract
> For transfers: A new Student Contract > In the event of any refunds that is to be made,
will be prepared and a Pre-course students are to sign on the eBCN Form and % of [the amount of fees paid] If Student’s written notice of
counselling will be carried out for the withdrawal is received:
hand it to the School Director for further
new course. processing.
100%
> The eBCN will then be directed to respective [Except for Registration, FPS insurance and the More than [45] days before the Course
Sales Office located overseas/ Finance optional Cancellation Insurance fees] Commencement Date
Refund Policies Manager (for walk-in). If there is a refund
> The School shall ensure a fair and amount, the Sales Office/ Finance Manager
reasonable refund policy is detailed for any will process the refund for students.
payments made. 60% [16] to [45] days before the Course
> Refund will be made by Finance Manager [Except for Registration, FPS insurance and the Commencement Date
> Time taken to process all refund requests will optional Cancellation Insurance fees]
within 7 working days of receiving eBCN.
be done within 7 working days of the
> The school will establish if a refund is to be
student’s written notice of withdrawal (eBCN)
made to the students based on the PEI
to the refund to the student.
Student Contract.
> The School adopts the Refund Policy as per
10% Before but not more than [15] days before the
the PEI Student Contract as set out by CPE. [Except for Registration, FPS insurance and the Course Commencement Date
This policy will act as a framework in guiding optional Cancellation Insurance fees]
the implementation of detailed refund
processes and procedures in the following
After the Course Commencement Date
areas: - 0%
• Refund for Withdrawal Due to Non-
Delivery of Course
• Refund for Withdrawal Due to Other
Reasons
• Cooling off Period Refund During Cooling-Off Period:
EF 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 in the PEI Student Contract) of the fees
already paid if the Student submits a written notice of withdrawal (eBCN) to EF within the cooling-off period,
regardless of whether the Student has started the course or not.
For full details on the refund policy, please visit www.ef.sg.
34 www.ef.sg 35SECTION X // LOREM IPSIM SECTION 11 // STUDENT SUPPORT SERVICES
List of Student Support > Student Pass Support: Application &
Arrangement for Medical Screening
Services Available
> Policies: ex. Dispute Resolution Policy & Anti-
Bullying Policy
> Student Orientation Program & neighborhood
> Staff are given training to identify students with
town walk. learning disabilities (such as dyslexia).
> Student Handbook to orientate students on
important information of EF and to inform
them of their rights
Fee Protection Scheme (FPS)
> A Corporate Services department that handles
all student requests as well as The Fee Protection Scheme (FPS) protects the
accommodation support services. students’ fees in the event the school is unable to
> Staff are regularly trained to deal with these continue operations due to insolvency, and/or
Student
special learning and dietary needs regulatory closure.
communicated to the school by students.
Furthermore, the FPS protects the student if the
> Certified Counselor to provide counselling to school fails to pay penalties or return fees to the
Support students who require it.
> Additional academic support for underperforming
students. Remedial sessions may be arranged if
student arising from judgments made against it by
the Singapore courts.
FPS is compulsory for both local and international
necessary. students taking courses at the School except for
> Ambassador and EF Buddy programs for short courses (1-4 weeks). The following are ways
To ensure that you experience a smooth students to support potential students wanting to for students to be ensured that their fees are well-
transition to Singapore, EF will provide you study at EF and new students to the school protected.
with a full range of support services. > Pastoral counselling through the mentoring
program and welfare talks > A copy of EF’s certificate of FPS Insurance
> Career and further education guidance Policy is available upon request.
> Self-access library with graded readers > Students will be made aware of the FPS during
> Online Student Portal: Campus Connect pre-course counselling and before signing the
Advisory Note and Student Contract.
> Regular student progress review through
tutorials, attendance checks and Progress > Fee Protection Company:
Reports Lonpac Insurance BHD
> 24 hour EF Emergency Number Policy Number: Z/20/BM00/000889
Period of Insurance: 27 January 2021 to 16
> Social & Cultural Activities December 2022.
> Volunteering and Community involvement
programs
> Wellness programs to promote healthy and
active lifestyle
> Several study and recreational areas in the
school
> Vending Machines and Ice-Cream Point
> Wireless internet and computers
> Student feedback platforms: Student Council,
Evaluations, Surveys and Feedback Forms
36 www.ef.sg 37SECTION 11 // STUDENT SUPPORT SERVICES SECTION 11 // STUDENT SUPPORT SERVICES
Student Assessment Graduation Requirement
Medical Insurance
All students are informed of the graduation
EF provides medical insurance for all enrolled
EF schedules and communicates the various requirements by the EF sales office in their home
students who hold the student identity card. assessments to all the eligible students
Insurance Company: NTUC Income Insurance during orientation and thereafter on their country at the time of booking, at the school during
Co-operative Limited. Exemption for weekly schedule on Campus Connect no orientation and throughout their course through
later than 1 week before the assessment.
Singaporean/PR if they are already covered mentoring sessions, tutorials and during class.
by their own medical insurance plan (proof Types of Assessments
must be shown to the School to be able to > Placement Test is to be done on Campus
> For Language Courses: The graduation requirement
opt-out). Connect before arrival at the EF destination.
is a course attendance rate of 90%. Students are
Students are informed of such test by the EF
Summary of Terms sales office in their home country at the time issued with EF Course Certificate, Course Report,
> Annual coverage limit of SGD20,000 covering of booking. Language Assessment and EFSET Certificate (English
treatment in B1 wards in Singapore > Oral Placement Test is conducted on the course only).
Government / Restructured Hospitals; student first day at school to verify student’s > Students who do not meet the graduation requirement,
has to seek medical treatment within 24 hours. language level following the online attendance rate of less than 90%, shall be issued with
Placement Test. Students are notified of this
only the Course Report, Language Assessments and
Claiming Methods by the EF sales office at the time of booking
EFSET Certificate (English course only).
> This is a refund insurance plan, in other words, and reminded of this pre-departure by the
the insured student has to pay for the medical Director of Studies. > For Foundation Year Program: The award criteria is
fees by him/herself when he/she is hospitalised > Weekly Unit Tests (Quiz) are conducted to achieve at least 40% for the overall program,
> The student has to submit a claim form weekly to test students’ understanding of a minimum attendance of 90% and an overall IELTS
with the assistance of EF’s Corporate material covered. Students are notified of score of at least 6.0.
Services Department. this during orientation on their first day at Upon receiving the final module assessment results
school and weekly in class by their teachers. and course award information from EF HQ, the
> EF will submit the claim on behalf of the
student and upon confirmation from the > Progress Test: This takes place at the end Foundation Year Coordinator shall prepare such
medical insurance provider, EF will inform the of each syllabus level (usually every six
information for Examination Board Approval. The
student of the claim outcome. weeks). Students are notified of this during
Foundation Certificate and Transcript shall be printed
orientation on their first day at school, in
class by their teachers and through their for students meeting the graduation requirement.
Notes
schedules on Campus Connect at least 1
> Interpretation of this medical insurance policy
week in advance.
is based on the original contract provided by
the insurance company in English. > Graduation EFSET Test: Graduation tests
are conducted weekly on any day in the
> The student may wish to increase coverage
student’s final week of course. Students are
and can purchase additional insurance
notified of this during orientation on their
coverage by themselves or with the assistance
first day at school, in class by their teachers
of EF.
and through their schedules on Campus
Connect at least 1 week in advance.
> Module Exams for Foundation Year
Students take place each term. . Students
are notified of this during orientation on their
first day at school, in class by their teachers
and through their schedules on Campus
Connect at least 1 week in advance.
38 www.ef.sg 39SECTION 11 // STUDENT SUPPORT SERVICES
EF International Language Schools - Organizational Chart
as per 6th of April 2022
EF staff are always on hand to help students with any questions, below you will find the school’s
organizational chart detailing the different departments and staff you can find at EF in Singapore.
40 www.ef.sg 41NOTES NOTES
www.ef.sg 43EF ADDRESS AND CONTACT:
EF Singapore
15 Carpenter Street
Singapore, 059904
Tel: +65 6834 4610
EF Emergency Number: +65 9113 3467
www.facebook.com/Singapore www.youtube.com/EFYou can also read
