The Committee for Private Education (CPE) was appointed by SkillsFuture Singapore (SSG) Board in October 2016 to carry out its functions and powers relating to private education under the Private Education Act. The CPE is supported by a team of dedicated staff from SSG to regulate the sector, provide student services, consumer education, and facilitate capability development efforts to uplift standards in the local private education industry.

Standard Pei-Student Contract

Under the CPE requirements, it is a mandatory that all students, both local and international, sign the Standard PEI – Student Contract with Toni International College prior to the commencement of the course. The contract is waived for students enrolling in courses with duration less than 50 hours or 30 days.

Student should ensure that the following information has been included in the contract and is accurate:

  • The duration of the course, and whether it is offered or provided on a full-time and part-time basis;
  • The commencement date and end date of the course;
  • The scheduled holidays, if any;
  • The dates of all examinations, major assessments and assignments;
  • The expected date of the release of the results of the final examination, which should not be more than three months after the completion of the final examination unless otherwise permitted by the Council for Private Education;
  • The expected date of conferment of the award;
  • The full names of the developer or proprietor of the course, and the person or organisation or institution conferring the award;
  • The components of all fees payable by the student;
  • The fee collection schedule, including any late fee payment policy; and
  • The fee refund policy of the private school.

Private schools are not allowed to include clauses in the Private Education Institution-Student Contract which would allow them to make unilateral changes to the terms and conditions, or enable them to collect fees from students who have withdrawn from the course for the semesters or modules of the course which have not yet commenced.

All students are required to sign the Standard PEI – Student Contract before making any course fee payment.

The sample contract can be downloaded from the TPG webpage under point 8a. Please find a Sample of Student Contract here.

Fee Protection Scheme

The Fee Protection Scheme (FPS) serves to protect students’ fees in the event a private education institution is unable to continue operating due to insolvency, and/or regulatory closure. The Fee Protection Scheme also protects students if the private education institution fails to pay penalties or return fees to the students arising from judgement made against it by the Singapore courts.

EduTrust-certified private education institutions are required to adopt the Fee Protection Scheme to provide full protection to all fees paid by their students. All fees refer to all monies paid by the students to be enrolled in a private education institution, excluding the course application fee, agent commission fee (if applicable), miscellaneous fees (non-compulsory and non-standard fee paid only when necessary or where applicable, for example, the re-exam fee or charges for credit card payment etc,) and GST.

Toni International College has appointed Liberty Insurance Pte Ltd to be the FPS providers for our students. The insurance coverage will be for the entire course fee and any course fees arising from an extension of the study period longer than the initially planned study period (if applicable).


Dispute Resolution Policy and Procedure

Policy Statements

Handling of Feedback and Complaints

  1. The School accepts feedback through multiple channels, both written (emails / letters / Feedback Forms) and verbal communications (meetings / telephone correspondences) for ease of providing feedback.
  2. The School is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.
  3. All feedbacks and complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the School and the student must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.
  4. In the event of any appeals for retention, suspension, expulsion and awards, the School’s Dispute Policy and Process shall follow.
  5. It is the responsibility of the Operations Department to notify relevant departments of any feedbacks and complaints.
  6. Students must be kept informed of the status of their feedback / complaints.
  7. The Operations Department is to acknowledge the feedback / complaint received within 3 working days.
  8. The Operations Department will inform the student of the solution within 14 working days from date of complain.
  9. All feedback and complaints will be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.
  10. All feedback and complaints are to be evaluated, and improvements to be made in response to them. Such improvements are to be documented for re-evaluation after its implementation, and the complainant/person giving feedback will be informed.

Dispute Resolution Procedure 

  • Student is to submit a Feedback Form (or via Email / Telephone) to the Course Administrator / Education Executive
  • An acknowledgement of the feedback / complaint will be given within 3 working days.
    Course Administrator/ Education Executive will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.
  • Course Administrator/Education Executive is to inform the student of the solution within 14 working days from date of complain.
  • Should the student be unsatisfied with the proposed solution they may escalate it to the School’s Management. The respective person will liaise with the student within 7 working days.
  • 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).
  • The entire process should not take more than 21 working days.

Transfer Policy

  • All requests for Transfer must be made in writing and submitted together with duly completed “Change of Student Status Form” and with support documentary evidence.
  • Request for transfer will only be considered if made at least 3 days before the commencement of the course.
  • Any student who transfers from the course to another course with the school shall be deemed to have withdrawn from the course, and the provisions of clause 8.4 (Refund Policy) of the Student Handbook shall apply.
  • Request for transfer is subject to approval by the school.

Withdraw Policy

  • All requests for Withdrawal must be made in writing and submitted together with duly completed “Change of Student Status Form” and with support documentary evidence.
  • For student who pays the fees in installment, withdrawal from the course is allowed by giving one month notice to the school.
  • For student who pays the fees in full in the beginning, withdrawal from the course is allowed and the refund is based on the Refund Policy.

Deferment of Policy

  • Request for deferment must be made in writing and submitted together with duly completed “Change of Student Status Form” and with supporting documentary evidence.
  • All requests for deferment of course will only be considered if made at least 3 days before the commencement of the course.
  • Deferment of the course is allowed only ONCE to the next available commencement date within a maximum period of ONE year
  • Request for deferment is subjected to approval by the school.

Refund Policy

Refund for Withdrawal Due to Non-Delivery of Course:

The PEI will notify the Student within three (3) working days upon knowledge of any of the following:

  • It does not commence the Course on the Course Commencement Date;
  • It terminates the Course before the Course Commencement Date;
  • It does not complete the Course by the Course Completion Date;
  • It terminates the Course before the Course Completion Date;
  • It has not ensured that the Student meets the course entry or matriculation requirement as set by the organisation stated in Schedule A within any stipulated timeline set by CPE

 The Student should be informed in writing of alternative study arrangements (if any), and also be entitled to a refund of the entire Course Fees and Miscellaneous Fees already paid should the Student decide to withdraw, within seven (7) working days of the above notice.

Refund for Withdrawal Due to Non-Delivery of Course:

If the Student withdraws from the Course for any reason other than those stated in Clause 2.1, the PEI will, within seven (7) working days of receiving the Student’s written notice of withdrawal, refund to the Student an amount based on the table in Schedule D.

Refund During Cooling-Off Period:

The PEI 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) of the fees already paid if the Student submits a written notice of withdrawal to the PEI within the cooling-off period, regardless of whether the Student has started the course or not.

Confidentiality Policy

The school observes strict confidentiality standards for safeguarding students’ information. We will not disclose students’ information to external parties unless we have the student’s consent or are required by law.

Course Deferment / Extension Policy and Procedures

Deferment Definition

The definition of deferment is when a student delays or postpones the course (or module).

Deferment Policy

Conditions for deferment / extension:

  • Pregnancy, medical reasons certified by a doctor, overseas posting certified by the company
  • All other applications for course deferment and course extension will be on a case-by-case basis approved by the School Principal
  • The period of deferment / extension will be on a case-by-case basis depending on the reason of the deferment. If the deferment / extension period exceeds 1 year, the school reserves the right to change the course for the student is the course is no longer available. Student will be informed accordingly during the application for deferment / extension.
  • If the student contract is still valid, an addendum would be signed to reflect the deferment. For terminated student contracts, a new student contract will be signed based on the procedures for executing student contracts.

Deferment Procedures

  • Upon receipt of any Student Withdrawal, Deferment and Extension Form (including supporting documents if any), Course Administrator is to meet up with the student within 2 days of receiving the request.
  • Course Administrator is to inform student on the following (where applicable) : –
    – Their student pass will be cancelled upon withdrawal/deferment from the School
    – Approval of deferment is subjected to availability of the course / modules offered.
  • Course Administrator will seek possible solutions for student to avoid withdrawal/deferment. Details for the discussion are to be documented in the Student Withdrawal, Deferment and Extension Form.
  • An official letter / email to effect or reject the Course Withdrawal / Deferment / Extension request would be issued to the students. This would be done upon the approval by the management.
  • A Letter / Email to effect Course Withdrawal / Deferment / Extension Request will be given to the students.

Timeframe for Assessing and Processing Deferment / Extension Cases

  • The entire deferment process, from point of application to the final outcome, will be completed within 4 weeks from date of application.
  • If the final outcome is not in favor of the applicant, respective staffs are to handle each situation according to the School’s dispute resolution policy and procedure.

Useful Contacts/Links

Committee for Private Education (CPE)
1 Paya Lebar Link #08-08, Paya Lebar Quarter 2 Singapore 408533
General Enquiry: (65) 67855785
Website: www.ssg.gov.sg

Feedback Portal: https://portal.ssg-wsg.gov.sg/feedback

For More Information: https://www.tpgateway.gov.sg/resources/information-for-private-education-institutions-(peis) https://www.skillsfuture.gov.sg/pei

SkillsFuture Singapore (SSG)
1 Paya Lebar Link #08-08, Paya Lebar Quarter 2 Singapore 408533
General Enquiry: 6785 5785
Fax: (65) 6328 1878
Website: www.skillsfuture.sg

Lonpac Insurance Bhd
100, Beach Road #19-00
Shaw Tower Singapore 189702
General Enquiry: (65) 6250 7388
Fax: (65) 6296 3767
Email: [email protected]
Website: www.lonpac.com

Tel: +44 (0) 23 8068 4500
Email: [email protected]
Website: www.itecworld.co.uk

× Whatsapp Us