Service Commitment

We are committed to being a customer driven organisation and believe that you as our students have the right to expect services of the highest quality. We are here for one purpose only – to serve you – your needs are our business and we ensure that your needs are met with excellent service.

You can expect the following standards of customer service from all our staff:

Types of Requests & ServicesStandards
Written enquiriesAcknowledge within 2 working days, and if follow-up is required, reply within 5 working days from date of enquiry.
Feedback and complaintsAcknowledge within 2 working days, and if investigation is required, address within 21 working days from date of complaint / feedback.
Request for refundRefund within 7 days from date of request.
Request for transfer OR withdrawalReply within 7 working days from date of request.
Student leave applicationReply within 3 working days from date of application.
Examination resultsRelease within 3 months from date of examination.
Appeal of examination resultsRelease within 4 weeks from date of appeal.
New STP applicationRegister with ICA within 3 working days upon acceptance of offer of admission by applicant and completion of ICA requirements.
Renewal of STP applicationSubmit to ICA at least 14 working days prior to expiry of current STP.