EduTrust Policies & Procedures

Entry into the Course is based on successful fulfilment of the following:

  1. Completion of Pre-Course Counselling
  2. Verification of applicants’ suitability for the course
  3. All course admission requirements
  1. Applicantss will first undergo Pre-Course Counselling to determine the suitability of the applicants.
  2. If the applicant is suitable, they will be guided to complete the Student Registration Form.

All Transfer and Withdrawal Request will be processed within 4 weeks.

All requests must be made through the Student Request Form.

Students under the age of 18 must have written parental consent.

The School’s refund policy shall apply for all qualified refunds.

Students are to refer to the School’s refund policy and the Standard Student Contract for further details.

Communication of the school’s transfer, withdrawal, deferment policies and procedures to all students will be through the following platforms:

    • Student Handbook
    • Orientation programme materials
    • School’s official website.

 

The definition of transfer is when a student changes the course or period of study (from full-time to part-time or vice versa) but remains as a student of the school. Conditions for granting the transfer:

  • All outstanding fees must be settled prior to request.

Student must fulfil the admission criteria of the new course and will be subjected to the School’s student selection and admission procedures.

For Student Pass holders, course transfer is subjected to ICA’s approval of the new Student’s Pass. ICA will be informed through the application of the new Student’s Pass.

A student who transfers within the School must have their existing contract terminated. A new Student Contract will be signed based on the procedures for executing student contracts.

 

The definition of withdrawal is when a student discontinues all courses with the School. Conditions for granting the withdrawal:

  • All outstanding fees must be settled prior to request.

ICA will be informed through the cancellation of the student’s pass.

Student’s pass holder is required to submit his/ her student’s pass to the school for cancellation of the student’s pass with ICA.

A student who withdraws will have their Student Contract terminated.

Students who would like to transfer, withdraw or defer, submits the Student Request Form to the Student Experience Ambassador for processing.

All request will be processed within 4 weeks.

Any supporting documentation that are required to process the request must be submitted along with the Student Request Form.

For eligible refund cases, the ‘Refund’ section of the Student Request Form will be completed as well.

Reasons for the request should also be documented in the Student Request Form.

The School’s refund policy and procedure are available to all students, including prospective ones, on the following platforms:

    • School’s website
    • Student handbook
    • Student contract
    • Orientation programme materials

The maximum processing time from the student’s withdrawal / refund request to the issuance of the refund shall not exceed 7 days.

SOMA 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 of the standard student contract within any stipulated timeline set by CPE; or
    • The Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).

If the Student withdraws from the Course for any reason other than those stated in Clause 2.1 of the standard student contract, 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 of the standard student contract.

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

Should a course be cancelled due to, but not limited to the conditions below, the School will decide on the status of the fees paid with the students’ interest in mind. Conditions where a course may be cancelled:

    • The intake does not meet a minimum enrolment of 4 students.
    • The teacher is suddenly hospitalised and a substitute teacher cannot be found.

 

Non-Refundable Fees:
Registration Fees Student Pass Processing Fee
Student Pass Issuance Fee Multiple Journey Visa Fee
Lost Student Pass Card Replacement Fee (1st replacement) Lost Student Pass Card Replacement Fee (2nd subsequent replacements)
Damaged/ Updating Student Pass Card Replacement Fee Course Transfer Fee
Course Deferment Fee Instalment Administration Fee
Late Payment Fee Re-examination Fee
Make-up Lesson Fee Re-module Fee
Examination Fees for Test Out  

All refund requests will be processed within 7 days.

Students who would like a refund, submit the Student Request Form to the Student Experience Ambassador for processing.

Any supporting documentations that are required to process the refund must be submitted along with the Student Request Form.

Reasons for refund must also be clearly documented in the Student Request Form.

Once approved, the Student Experience Ambassador is to contact the student to inform the on the refund status and collection of the refund payment

If the applicant does not meet the entry requirements of the course, SOMA will consider if the applicant meets the follwing areas:

  • Is eligible for bridging modules entry; or
  • Require further tests and information; or
  • Has other acceptable merits (e.g. working experience)

If the applicant is eligible for the bridging modules, the Student Experience Ambassador shall proceed with the application process.

If further tests or information are required, the Student Experience Ambassador is to request them from the applicant.

Should the applicant have other acceptable merits, the Student Experience Ambassador is to request for the CV/Resume and supporting documents, if any, from the applicant.

Student Experience Department will respond to respective students within 3 working days of receipt of any complaints received.

All feedbacks / complaints must be resolved within 14 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.

In the event that the School and the student cannot come to an agreement or the student does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

Students who wish to provide any official complaints to the School should adhere to the following procedure:

Students are to approach the Student Experience Ambassadors to request for a Feedback Form. Alternatively, students can fill up the Feedback Form and send it via email or via the School’s Cognito Forms link.

The Student Experience Department is to acknowledge the feedback / complaint received. This will be done within 3 working days.

Student Experience Department will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.

Relevant parties will then propose a solution for the issue raised and the Student Experience Department will explain it clearly to the student. This should be done within 7 working days upon receipt of the Complaint.

The student should acknowledge the situation, whether he / she accepts or is satisfied with the proposed solution.

If the student is not satisfied with the proposed solution, he / she can escalate the matter up to the CEO (for non-academic issues) or the Head of Academic (for academic issues). The respective person will investigate the case and take necessary actions to resolve it. This will be done within 14 working days upon receipt of the Complaint.

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 unless otherwise specified. Students need to be informed of the reason as to why it is so and justification needs to be provided by the School. Justifications need to be recorded on the Feedback Form under the Remarks section.

Student Support Services offered include the following:

    • Individual and personalized long-distance calls to parents / agents to inform them on arrival arrangements
    • Visa / Student Pass Application
    • Student Orientation Programme
    • Students’ Outings and Activities
    • For students below 18 years old, personalized updates to parents on admission matters / students’ progress which includes:
      Informing parents on student issues, including attendance rate, behaviour, academic performance, etc.
    • Student Progress Reports (Refer to Manual: Student Learning)
    • CEO – Student dialogue sessions
    • Activities to promote Student mental well-being: Open Mic Platform, Excursions to attend performances.

Other Student Matters

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.

For more information, please visit www.ssg.gov.sg

Should you have further queries on private education in Singapore, or require support for problems that you have encountered through the course of your study, please contact the SSG One Call Centre at:

SSG One Call Centre
Telephone (65) 6785 5785
Website https://portal.ssg-wsg.gov.sg/feedback
Opening Hours
Mondays – Fridays 8:30am – 5:30pm
Saturdays 8:30am – 1 pm
Sundays and Public Holidays CLOSED

Student Contract

SOMA adopts the standard CPE PEI-student contract for every enrolment. The contract spells out all the terms and conditions that bind the relationship between the student and the School, including detailed, breakdown of fees payable, payment schedule and the terms of refund.

It is the responsibility of the School to explain the following contents of the Student Contract in English or in the native language of the student, where applicable.

  1. Course information and Fees
  2. Fees Refund Policy, including Refunds for Withdrawal for Cause and Refunds for Withdrawal without Cause
  3. Fee Protection Scheme Insurance unless waiver declared
  4. Medical Insurance Scheme for full-time students
  5. Any other information as deemed necessary

All students are required to sign two original sets of Student Contract. One set will be given to the student and the other will be kept by the School.

If any amendment is made which will change the original intent of the student contract, both the student and course consultant must sign beside the amendment(s) on both sets of the original student contracts.

All fields must be completed in the student contract. Where it is not applicable, it must be indicated with “not applicable or N/A”.

A sample of the Standard PEI-Student Contract used by the School can be found here.

Cooling-Off Period

School of Music and the Arts Pte Ltd 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 School of Music and the Arts Pte Ltd within the cooling-off period, regardless of whether the Student has started the course or not.

The Fee Protection Scheme (FPS) serves to protect students’ unconsumed fees in the event that a PEI has to shut down, and has insufficient or no funds to pay the unconsumed fees.

Furthermore, the FPS protects the student if the PEI fails to pay penalties or return fees to the student arising from judgments made against it by the Singapore courts. FPS is compulsory for both local and international students taking courses unless a waiver is granted by CPE.

A copy of the School’s certificate of FPS Insurance Policy is available here.

Details of FPS are included in the PEI-standard student contract. Students should be aware of the clauses and details of the adopted FPS when signing the student contract and the advisory note. Students will also receive information of the FPS from the FPS Insurance Provider through email.

School of Music and the Arts Pte Ltd welcomes feedback / complaints from all students as this will help us to improve the learning environment and provide high quality education services.

You can email your feedback / complaints to [email protected].

All feedback and complaints will be responded to within 3 working days and resolved within 14 working days.

Miscellaneous Fees refer to any non-compulsory fees which the students pay only when applicable.
Such fees are normally collected by the SOMA when the need arises

A copy of the School’s Miscellaneous Fees is available here. 

For more information of the School’s Policy and Procedures, please find the complete Student Handbook for your own reference both as a download to keep on your computer or to print as a hardcopy.

A copy of the School’s Student Handbook is available here and its attachment can be found here

Students may email to [email protected] to learn about the Passing Rate, Graduation Rate and Expectations Met.