Page 1 of 24 OPS-DOC002-V9.0

STUDENT HANDBOOK

This document is a confidential document of Lithan Academy and its subsidiaries. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, whether electronic, mechanical, photocopying, recording or otherwise, without the written permission of Lithan Academy. This document includes confidential information related to Lithan Academy and shall not be distributed to any persons unless permitted by Lithan Academy.

Page 2 of 24 OPS-DOC002-V9.0

Table of Contents

1. MESSAGE FROM PRINCIPAL/CHAIRMAN ..................................................................................... 4

2. INTRODUCTION ......................................................................................................................... 6

2.1. CORPORATE PROFILE ......................................................................................................................... 6

2.2 OUR STRATEGIC INTENTION ............................................................................................................... 6

3. PARTNESHIPS AND GOVERNANCE .............................................................................................. 6

3.1 COUNCIL OF PRIVATE EDUCATION ..................................................................................................... 6

3.2 WORKFORCE DEVELOPMENT AGENCY ............................................................................................... 6

3.3 VICTORIA UNIVERSITY ........................................................................................................................ 7

3.4 INDUSTRY CERTIFICATION PARTNERS ................................................................................................ 7

4. COUNCIL OF PRIVATE EDUCATION ............................................................................................. 7

4.1 STUDENT CONTRACT .......................................................................................................................... 7

4.2 FEE PROTECTION SCHEME (FPS) ......................................................................................................... 7

4.3 MEDICAL INSURANCE ......................................................................................................................... 8

5. INSTITUTE & FACILITIES ............................................................................................................. 8

5.1 LOCATION: .......................................................................................................................................... 8

5.2 OCCUPATIONAL HEALTH AND SAFETY ............................................................................................... 9

5.3 EVACUATION PROCEDURES ................................................................................................................ 9

6. RULES AND REGULATION ........................................................................................................... 9

6.1 CODE OF CONDUCT ............................................................................................................................ 9

7. STUDENT RELATED INFORMATION .................................................................................................... 10

7.1 ENROLMENT ..................................................................................................................................... 10

7.2 DEFERMENT ...................................................................................................................................... 11

7.3 ATTENDANCE .................................................................................................................................... 11

7.3.1 ABSENCE FROM CLASS .................................................................................................................. 11

7.3.2 EARLY DISMISSED FROM CLASS ..................................................................................................... 12

7.4 UPDATE CONTACT DETAILS .............................................................................................................. 12

7.5 GRADUATION .................................................................................................................................... 12

7.6 CAREER SERVICES ............................................................................................................................. 12

7.7 STUDENT REQUEST FORMS .............................................................................................................. 12

7.8 STUDENT SURVEY ............................................................................................................................. 13

7.9 COMMUNICATION WITH YOUR LECTURERS AND STAFF ................................................................. 13

8.0 COMPLAINT AND DISPUTE RESOLUTION ................................................................................ 13

8.1 FEEDBACK AND COMPLAINT ............................................................................................................ 13

9.0 COURSE FEES AND REFUND POLICY ........................................................................................ 14

9.1 COURSE FEE ...................................................................................................................................... 14

9.2 REFUND POLICY ................................................................................................................................ 15

10. TRANSFER / WITHDRAWAL MATTER ...................................................................................... 16

10.1 TRANSER/WITHDRAWAL POLICY .................................................................................................... 16

10.2 TRANSFER/WITHDRAWAL PROCEDURE ......................................................................................... 16

11. ACADEMICS RELATED MATTER............................................................................................... 17

11.1 APPEAL PROCESS ............................................................................................................................ 17

11.2 HANDLING FAILURES ...................................................................................................................... 18

11.3 HANDLING CHEATING AND PLAGIARISM CASES ............................................................................ 18

Page 3 of 24 OPS-DOC002-V9.0

11.4 SATISFACTORY STUDENT PERFORMANCE ...................................................................................... 19

12. COURSE RELATED INFORMATION ........................................................................................... 20

12.1 LANGUAGE OF INSTRUCTION ......................................................................................................... 20

12.2 CERTIFICATIONS .............................................................................................................................. 20

13. STUDENT SUPPORT SERVICES ................................................................................................ 20

13.1 ORIENTATION ................................................................................................................................. 20

13.2 PASTORAL COUNSELLING ............................................................................................................... 20

13.3 STUDENT’S PASS MATTER .............................................................................................................. 21

13.4 OFF-SITE EDUCATIONAL AND/OR RECREATIONAL ACTIVITIES ....................................................... 21

13.5 EQUIPMENT FOR CLASS .................................................................................................................. 21

13.6 PRIVACY POLICY STATEMENT ......................................................................................................... 21

13.7 RESPONSIBILITY TO THE COMMUNITY AND ENVIRONMENT ......................................................... 22

14. CONTACT DETAILS ............................................................................................................................ 22

15. INFORMATION AND COMMON LAWS OF SINGAPORE .................................................................... 23

APPENDIX - ORIENTATION CHECKLIST .................................................................................................... 24

Page 4 of 24 OPS-DOC002-V9.0

1. MESSAGE FROM PRINCIPAL/CHAIRMAN

Dear Students,

In today’s rapidly changing economy, knowledge and skills can quickly become outdated. Ongoing professional development and continuous learning are keys to not only surviving, but also to thrive in the global market place.

It is against this backdrop that our Prime Minister announced the Continuing Education and Training (CET) Masterplan in February, 2008; The plan leading to programmes that form a lifelong learning system, which enables talents to stay relevant, find their niche, and seize opportunities in new growth sectors.

Today, we as a CET provider, and you, as an adult learner, are beneficiaries of this masterplan.

Being part of the working committee appointed by Singapore Infocomm Development Authority (IDA) and Workforce Development Agency (WDA) in 2005 to formulate manpower strategies for the ICT sector, I gained valuable insights on the challenges we are facing in Singapore. With the availability of a large pool of IT resources at lower costs from neighboring countries, it is clear that we will not be able to compete unless we differentiate ourselves by focusing on the development of IT professionals for high-value job roles. Fortunately, Singapore as a business hub, has a ready pool of experienced domain professionals familiar with international best practices across diverse industries. We can upgrade their skills to develop a pool of high-value multidisciplinary ICT professionals that could not be replicated easily elsewhere. The next question was whether we have an education model that would enable us to produce these “T”-shaped professionals in a fast and efficient manner. Unfortunately, neither the academic institutions, which impart generic knowledge within a chosen discipline, nor the industry training providers, which focus narrowly on specific technologies, could deliver the multidisciplinary skills required. In 2008, partly encouraged by the CET masterplan, I founded Lithan Academy. The mission was to deliver a “Cooperative Learning Model” that enables working professionals to “future-proof” their careers through the acquisition of multidisciplinary skills that are practical and relevant. Our model essentially comprised of three core elements: competency-based education, experiential learning and career transition support. Our training focused on delivering multidisciplinary competencies needed for specific job roles so that our students can become productive quickly on the job. To support this need, our education content has been developed and certified under the National Infocomm Competency Framework (NICF), which is administered by the WDA and IDA. Beyond classroom training, we deliver Cooperative Learning that includes project work or work integrated learning to ease our students’ transition into their target job roles.

Page 5 of 24 OPS-DOC002-V9.0

Also, beyond our role as an education provider, we closely engaged employers to take on the role of a career services provider as well. We assisted our students’ career transition by providing internships and job placements through our employer network. By seeing things through the eyes of employers, we became our students’ strategic partner for lifelong career growth. Over the last 4 years, Lithan Academy, in collaboration with WDA, has rolled out 5 NICF Diplomas and over 20 modular qualifications to train more than 2,300 high-value ICT job roles including ERP consultants, Business Intelligence specialists, Systems Administrators, Technopreneurs and Technology sales and marketing professionals. With that, Lithan Academy was awarded Continuing Education & Training (CET) Centre status by WDA. Recently, there has been an emerging trend towards the adoption of Massive Open Online Courses (MOOCs) and Just in Time (JIT) learning methodologies to cater to the changing needs of adult learners. We have therefore embarked on another transformation to innovate in the way education programmes are designed and delivered.

We call our new education model “Just in Time Skills Mastery for Tech Talents”. Through our education model, we deliver Competency-based curricula, Cooperative learning, and Just in time learning delivery.

Just in Time learning delivery will allow our students to experience learning in a flipped classroom environment, study anytime anywhere using any smart device, and access “bite-sized” content for personalized, targeted learning.

Sincerely,

Leslie Loh

Principal/Chairman

Lithan Academy

Page 6 of 24 OPS-DOC002-V9.0

2. INTRODUCTION

2.1. CORPORATE PROFILE

Lithan Academy is a 4-year Edutrust certified WDA-recognized CET Centre based in Singapore. We leverage on innovative technology and pedagogy to offer relevant, flexible, and affordable learning programmes. Our education model combines competency-based curriculum, cooperative learning, and just in time delivery to produce skilled professionals for enterprises.

2.2 OUR STRATEGIC INTENTION

Our Vision Our Vision is to be the Leading Adult Training Institution for Tech Talents in Asia.

Our Mission Our Mission is to Leverage on Innovative Technology and Pedagogy to Offer Relevant, Flexible, and Affordable Learning Programmes that Produce Skilled Professionals for Enterprises.

Our Values and Culture

3. PARTNESHIPS AND GOVERNANCE 3.1 COUNCIL OF PRIVATE EDUCATION

Lithan Academy is a registered Private Education Institution with Council of Private Education Singapore and had received maximum tenure for registration (4 years) as offered by CPE Singapore under Enhanced Registration Framework. Lithan Academy is also a recognised Continuous Education Training centre by the Singapore Workforce Development Agency.

For more information please refer to: http://www.cpe.gov.sg .

3.2 WORKFORCE DEVELOPMENT AGENCY

The Singapore Workforce Development Agency (WDA) aims to help workers advance in their careers and

lives by developing and strengthening skills-based training for adults.

WDA's current focus is to support sustainable and productivity-driven growth. In the push for inclusive

growth, WDA continues to help low-wage workers who require assistance to adapt to a fast changing

economy.

The agency has three main objectives:

keep training relevant

strengthen the Continuing Education and Training (CET) infrastructure

help workers find jobs For more information about WDA, visit www.wda.gov.sg .

Our Business - Customer First - Differentiate through Innovation

- Execution Counts

Our People - Passionate

- Team-oriented

- Learning and Growing

Our Environment - Open

- Trusting - Professional

- Professional

Page 7 of 24 OPS-DOC002-V9.0

3.3 VICTORIA UNIVERSITY Victoria University (VU) is one of the few Australian universities that is a multi-sector institution (higher education and TAFE). They offer short courses, apprenticeships, certificates, diplomas, degrees and postgraduate studies. They have over 50,000 students enrolled at the campuses, primarily located in the western region of Melbourne (Australia) and at international sites. Their teaching, training, research, scholarship and partnerships are locally relevant and globally significant. Victoria University provides articulation pathways to several courses conducted by the organisation. For more information about Victoria University, visit www.vu.edu.au

3.4 INDUSTRY CERTIFICATION PARTNERS

Lithan Certified Education Partners are as follows:

Lithan with the partners works in the delivery

of competency-based, experiential learning

programs for the SAP ERP and Systems

Management professional community.

4. COUNCIL OF PRIVATE EDUCATION

As Lithan Academy is registered under Council for Private Education Singapore, our policies and procedures are streamlined in tune with Edutrust requirements. This includes areas of Student Contract, Fee Protection Scheme (FPS) and Medical Insurance.

4.1 STUDENT CONTRACT

The CPE-Approved Student Contract is a legally binding contract between the school and students that includes the following mandatory requirements:

Clear definition of course details - course title, course duration and whether is full time or part time

Commencement date and end date of the course

Full names of the developer or proprietor of the course, and the person, organisation or institution conferring the award;

Dates of all examinations, and major assessments and assignments

Full disclosure of all fees payable by the student

Fee collection schedule, including any late fee payment policy; and

Clear definition of refund policies Note: * This insurance does not apply to Government funded courses.

4.2 FEE PROTECTION SCHEME (FPS)

Under Private Education Act, all Private Education Institutions are required to protect any course fees

paid in advance. All student must be covered by this scheme and Lithan Academy had appointed Lonpac

Insurance as the insurance provider. The premium is calculated based on the course fees payable. Lonpac

Insurance applies a low premium rate of 3% of the sum insured (plus GST). The insurance premium paid is

non-transferable. In the event of a change mid-way in course/package, the student will be required to

pay an administrative charge and the insurance premium for the new course/package.

Benefits The benefits under this insurance are payable upon the occurrence of any of the following events:

Insolvency or Regulatory Closure of PEI

PEI's failure to pay awarded sum by Singapore Courts to the Student

SAP MICROSOFT

IBM CISCO

PMI COMPTIA

Page 8 of 24 OPS-DOC002-V9.0

Student will be issued a Certificate of Insurance (COI) to confirm his/her coverage.

Period of FPS Insurance * The period of insurance will at least cover the entire duration of the course enrolled by the insured student. Please refer to Schedule A of the Student Contract. If a student is paying by instalment, refer to the instalment schedule for the amount and the duration between 1st and 2nd instalment and subsequently for the rest of the instalment.

Note: * This scheme does not apply to Government funded courses which is waived by CPE.

4.3 MEDICAL INSURANCE

Students holding student pass visa and local full-time students have to fulfil the medical insurance as mentioned below. Lithan Academy had appointed Liberty Insurance as the medical insurance partner. Students need to pay premium of SGD 96 plus GST for course conducted up to 1 year duration or SGD 192 plus GST for 2 years.

However, the above Medical insurance coverage is not compulsory for Singapore Citizens and Permanent Resident and non-STP international students. Students may choose to opt out of the medical insurance scheme and declare in the PEI-student by showing proof that they have their own medical insurance.

Minimum features/coverage for medical insurance includes: - Annual limit not less than S$20,000 per student - At least B2 ward (in government and restructured hospital) - 24 hours coverage in Singapore and overseas (if student is related to school related activities)

5. INSTITUTE & FACILITIES

5.1 LOCATION:

Lithan Academy is located at 11 Eunos Road 8, Lifelong Learning Institute #07-02 Singapore 408601, 5 minutes walking distance from the Paya Lebar MRT Station. The campus has facilities such as lecture rooms, computer laboratories and lounge area. It is fully air-conditioned and free wifi.

RECEPTION AREA

Page 9 of 24 OPS-DOC002-V9.0

CLASSROOM EQUIPPED WITH COMPUTERS

CLASSROOM

Campus hours Mondays – Fridays : 9am – 10pm Saturdays : 9am – 5pm Sundays and Public holidays : Closed Student Services hours Mondays – Fridays : 10am – 7.30pm Saturdays : Closed Sundays and Public holidays : Closed

5.2 OCCUPATIONAL HEALTH AND SAFETY Lithan Academy ensures that occupational health and safety is incorporated into all workplace and training activities so that the prevention of occupational illness and injury, and the promotion of psychological and physiological well-being becomes an integral part of our organizational culture.

5.3 EVACUATION PROCEDURES Throughout the year, it is possible that evacuation drills will occur. Please cooperate with your lecturers when evacuating the building as directed. Should you need any further information about the evacuation process and your responsibilities, a notice detailing procedures is located in every classroom. Please make sure that you make yourself familiar with these every time you enter a new classroom.

6. RULES AND REGULATION

6.1 CODE OF CONDUCT

BEHAVIOUR Interacting with customers and colleagues in a professional manner is essential career advancement and development. Students are expected to display good manners and respect for each other at all times. Lithan Academy regulates student behaviour in an informal manner whenever possible in recognition of an adult learning environment. For example, verbal counselling and warning letters will be the first actions taken. The formal disciplinary process will be applied if the matter is considered to be of a serious nature or where an informal process has not achieved the desired outcome. Actions may include re-enrolment, suspension, and termination/expulsion.

Page 10 of 24 OPS-DOC002-V9.0

This policy applies, but is not limited to, the following acts: 1) No smoking in and around the Lithan Academy premises. Under the Smoking Act, it is an offence

for a person below the age of 18 years to be in possession of any tobacco product. 2) No disrespectful behaviour and insubordination to lecturers and staffs of Lithan Academy. 3) Mobile or Electronic devices are not allowed and must be switched off during lessons and

assessments. 4) No food and drinks allowed in the classroom. Students should use the designated area at the

pantry and at the lounge room for dining. 5) Do not consume alcohol and drugs 6) No violent behaviour or acts of disturbance 7) No oral, written and/or deliberate physical intimidation, including stalking 8) No Theft of School property or personal property 9) No vandalism or inappropriate use of School’s or another’s personal property 10) No Forging School documents or academic records of submission of other fraudulent

documentation to the School 11) No violation to Computer Misuse and Cybersecurity Act 12) No violation to Intellectual Property Rights 13) For Student Pass holders, You shall abide by the conditions specified in regulations 14(1A) of the

Immigration Regulations, where applicable. You must not engage in any form of paid employment or in any business, profession or occupation in Singapore during the validity of your Student’s Pass unless you have a valid work pass issued under the Employment of Foreign Manpower Act (Cap. 91A).

ATTIRE Personal presentation is considered to be an essential attribute of professionalism. Following are the standard that provides clear guidelines about the requirement.

1) Student should wear proper attire at all times 2) Slippers are not allowed and shoes must be worn at all times. 3) Revealing clothing is strictly disallowed which includes all off shoulder and back baring clothing,

skirts/pants/shorts more than 5cm above knee level, jeans or skirt worn below hip, translucent and low cut clothing.

4) No hats or sunglasses are allowed in class.

7. STUDENT RELATED INFORMATION As a student of Lithan Academy, whether on-institute or off-institute, it is your responsibility to understand the Institute policies and be familiar with the associated rights and responsibilities. You will be required to endorse/sign that you have read and understood all of the information. If you require clarifications or have any queries, please communicate with Student Services.

7.1 ENROLMENT It is mandatory for students to be enrolled in each relevant unit prior to the commencement of the term. Enrolment without proper documentation and payment will not be processed. For Lithan Academy program, once you have enrolled to the program, you will be able to access units that they are enrolled in. It will include all details pertaining to Course materials, Assessment and Study unit. For external degree program, please refer to the University Handbook/Website for enrolment procedure.

Page 11 of 24 OPS-DOC002-V9.0

7.2 DEFERMENT Deferment is allowed for a maximum period of 6 months subject to school’s approval. Please refer to student contract for the deferment fee. A Student’s Pass needs to be cancelled in such cases. Students are required to contact the school 2 months before the term commencement in order to reapply the STP. Students is required to complete a Deferment Request Form and attached with supporting documents. The Deferment Form can be downloaded from http://www.lithan.com. Note: Deferment for government funded courses is subjected to approval.

7.3 ATTENDANCE Timetables may vary over the term and semester. Lithan Academy takes due consideration of festive periods and strives to have fixed dates for units, however due to business constraints it may not be possible to strictly adhere to such arrangements. It is your responsibility to ensure that you are aware of when and where your classes are occurring. Operation Executive will distribute the timetable before the start of the term. As and when there are revisions made to the timetable schedules, Operation Executive will provide the most updated timetable to the class. You need to keep yourself informed of when the classes are scheduled as failure to attend and participate could jeopardise your completion of the course and eligibility to graduate. It is assumed that you will not arrange outside activities during timetabled class times.

Minimum Attendance required

Courses under External

Degree program

Courses under WDA course

Place and Train Train Only

Local student 75% 95% 75%

International Student 90% NA

For Student’s Pass holders, failure to maintain the minimum attendance will resulted to cancellation of student pass visa by the Singapore Immigration & Checkpoints Authority (ICA). Attendance requirements are specific to regulations mentioned by Council for Private Education and Singapore Workforce Development Agency. Lateness is considered to be unprofessional and unacceptable. Stringent discipline is in place to ensure our students develop the same professionalism as practiced in the industry. If a student who arrives 30 minutes late for the class will be considerate as absent. Students need to be aware that class rolls / class attendance sheets will reflect the time that students arrive when late. Lithan Academy will provide periodic review of your attendance and inform students failing short of the attendance requirement. Student must review their work schedules and situations to ensure attendance requirements are met.

7.3.1 ABSENCE FROM CLASS

Leave has to be applied for and, based on approval from the school; the student can proceed for making necessary travel arrangements. Leave during the term is not encouraged and approved on a case by case basis. Approved Leave will be taken to consideration while calculating attendance percentage. The Leave of Absence Form (Absent from Class) can be downloaded from http://www.lithan.com. Students are required to fill up the Absence from Class form and all supporting documents such as Medical certificate, air tickets, Mindef letters etc.

Page 12 of 24 OPS-DOC002-V9.0

Students should check with the lecturer if any assessments will be due during this period. He/ she needs to seek alternative arrangement of assessment dates and secure an approval from the lecturer. Students are responsible for catching up on missed work, obtaining handouts, class notes and any other information before the next class. For Student’s Pass holders who are applying for Absence from Class for more than a month, please note that the Student’s pass will be cancelled as per ICA regulations. Students will need to re-apply for the Student’s Pass with the necessary payments a month prior to return.

7.3.2 EARLY DISMISSED FROM CLASS

Students need to seek permission from the Lecturer and inform Operation Executive accordingly. Students have the responsibility not to create any disruption in class, and are responsible to find out from the lecturer or classmate what material has been missed.

7.4 UPDATE CONTACT DETAILS It is the responsibility of the students to ensure that their contact details lodged with the school are correct and current. For any changes in contact details, please download the ‘Personal Details Amendment’ from http://www.lithan.com.

7.5 GRADUATION For Student taking the external degree program, upon completion of all the units successfully, he/she

should apply for the award through the online Portal. For graduations queries, please refer to University

Handbook/Website.

7.6 CAREER SERVICES

At Lithan Academy, we inform and empower our students and alumni by linking them to career information, employment and experiential learning opportunities. Hence, we encourage you to gain a competitive edge and enhance your credentials by taking advantage of the services offered by our Career Services Team. Our Career Service Team includes professionals from the industry who has years of experience being a recruiter. They are able to advice from the employer perspective and provide feedback what they look for. You can enjoy the many benefits of your status as student or alumni. Our Career Services can help you:

Review your profile and provide career advice on a suitable career path. You may take our assistance in selecting modules that would best match your profile and chosen career track

Review you CV and provide critical analysis. You may adopt such feedback and update your CV Train candidates through a comprehensive training program that prepare you for how to embark

on crafting your CV and prepare for interviews. If you are interested in making a request to meet the Career Service Team please fill in the "Career

Service Request Form".

7.7 STUDENT REQUEST FORMS

Students must submit their request using specific forms. These forms are available from the following sources:

- A set of forms are available at the reception - Download from website link http://www.lithan.com.

Page 13 of 24 OPS-DOC002-V9.0

7.8 STUDENT SURVEY

Lithan Academy views feedback as an important integral process to continual improvement to our teaching and learning delivery.

1. End of Unit Survey

This survey captures satisfaction of students on areas of Product, delivery and Student Support. This survey is conducted every term. Students enrolled for the term are encouraged to participate in this survey. Lithan Academy performs online or off line assessment based on Student Survey Form OPS-FR014.

2. End of Course Survey

This survey secures feedback from student about the course in totality. Survey is conducted upon withdrawal of students or ones proceeding for issuance of award. Students provide feedback on the career assistance provided by Lithan Academy and assistance provided to make students job ready. This survey caters to “Job Readiness” category of Employability Index.

3. Employer Satisfaction Survey

This survey is conducted after 3 months of placement with a company. Lithan Academy conducts this survey to identify gaps (if any) between competencies developed and industry standards. This survey checks on how the student is performing on the job.

4. Student Testimonials You may be selected to provide testimonials of your experience at Lithan Academy and/or your experience after graduating. While you may decline to provide testimonials, it would be to your great advantage to do so as testimonials will reach potential employers.

The evaluation will be administered in an open and transparent manner to give all students an opportunity to provide constructive feedback on teaching, learning and assessment strategies and other academic / non-academic matters. All feedback will be treated with the strictest confidentiality.

7.9 COMMUNICATION WITH YOUR LECTURERS AND STAFF At the beginning of each term, you will be register in the Learning Management System – Teamie. You are able to interact with your trainers and classmates with regard to the module/program. This is to enhance in cooperative learning.

8.0 Complaint and Dispute Resolution

8.1 FEEDBACK AND COMPLAINT Lithan Academy is committed to providing students with an education of the highest possible quality. However, at times, students may experience issues or have concerns which require clarification and redress.

Feedback may be undertaken via: i. Informal chat sessions with Lithan Academy Management (initiated by the management). ii. Emails to the Chief Operating Officer iii. Student Feedback & Support Form on the Lithan Academy website

Response time of complaint and feedback: Acknowledgement Reply: Within 24 hrs of the complaint date Official Reply: Within 7 working days of the complaint date Resolution Period: Within 21 working days

Page 14 of 24 OPS-DOC002-V9.0

Complaint Complaint may be lodged formally through the Operations Executive. If the issue(s) cannot be resolved, the matter shall be brought to the Operations Manager’s attention, finally escalating to the Chief Operating Officer, if necessary. Replies, written and/or verbal, shall be recorded and sent to the complainant for a formal closure of the issue(s).

8.2 DISPUTE RESOLUTION If all channel of complaints resolution fail, a third party mediation and arbitration will be recommended: Stage 1: Investigation Panel (Minimum 2 members) The members comprise of the Chief Operating Officer, Operations Manager and Academic Head Stage 2: Singapore Mediation Centre (SMC) If the settlement between the student and the education centre is reached at the mediation stage, a settlement agreement would be drawn up and endorsed by the respective parties, and the dispute is resolved. Stage 3: Singapore Institute of Arbitrators (SIArb) If the parties fail to reach a settlement through mediation, the student may escalate to arbitration for a resolution of their dispute.

9.0 COURSE FEES AND REFUND POLICY

9.1 COURSE FEE

Student must pay the first instalment after signing standard Student Contract. For future payments students must follow respective Student Contract for details about payment referred in Schedule B All fees are due and payable by the specified due date in the contract in Singapore dollars. Late payment will be imposed if payment is received after the due date. Please refer to the student contract for late payment charges. Students must directly pay to Lithan Academy via different modes as mentioned below:

- Credit Cards (Master or Visa), NETS, Cash, Cheque, Bank Transfers, Telegraphic Transfer Lithan Academy staff provides students with receipt of the amount and Certificate of Insurance (COI) from Lonpac Insurance Bhd (if applicable). Students MUST keep the Certificate of Insurance as evidence for fees being protected. In the case of violation, student needs to produce this document as evidence. Banking details for directly payment to; Name of account : LITHAN ACADEMY PTE LTD

Account no : 001-906-235-7

Bank Name : DBS

Bank Address : 12 Marina Boulevard, DBS Asia Central, Marina Bay Financial Centre Tower 3, Singapore 018982

Bank Code : 7171

Branch Code : 001

Surf code : DBSSSGSG

Page 15 of 24 OPS-DOC002-V9.0

Lithan Academy reserves the right to refuse attendance of a student if the required fees are not paid by the due date. Lithan Academy reserves the right to revise all fees, charges and prices from time to time and students will be notified of such changes accordingly.

9.2 REFUND POLICY The refund for paid tuition Fees is applicable based on Lithan Academy (LA) Student Contract.

% of [the amount of fees paid under Schedules B and C

If Student’s written notice of withdrawal is received:

100% more than [14] days before the Course Commencement Date

50% before, but not more than [14] days before the Course Commencement Date

0% after, but not more than [14] days after the Course Commencement Date

0% more than [14] days after the Course Commencement Date

Cooling off period

Lithan Academy provide the student with a cooling-off period of 7 working days after signing the student

contract. Within these 7 days, the Student can submit written notice of withdrawal to the Institute and

receive the Maximum Refund amount (less any Course Fees consumed by the Student if the withdrawal

date is later than the Course Commencement Date and the Student has started the Course, any

administrative charges which are stipulated in the Miscellaneous Fees and any applicable bank

administrative charges properly paid/payable under the Fee protection scheme). Please refer to LA

Standard Student Contract.

Refunds for “Withdrawal for Cause”

School shall arrange payment directly to student the following fees within Seven (7) working Days (from the withdrawal notifying date):

I. The entire amount of the Course fees (for unconsumed course fees only) II. FPS insurance (for unconsumed fees only)

III. Student’s Pass Processing Fee IV. Medical Insurance Fee

(Excluded GST and Course Processing Fee) Refund for “Withdrawal without Cause”

The School shall, subject to Standard Student Contract, as soon as practicable after receiving the student’s written notice of withdrawal (and in any event no more than seven(7) working days after receiving such notice) refund to the student the following sums less any applicable bank administrative charges properly paid/payable under Clause 3 in Standard Student Contract.

The following circumstances shall be applied. I. The student shall be charged for all modules consumed.

II. Discounts/Student Grant entitlement shall be forfeited. III. Processing fee is not refundable. IV. Refund will be paid in Singapore Dollars by cheque addressed to student.

Please refer to LA Standard Student Contract for the refund details. Student is required to fill up the request of refund form and submit to the Operation Executive. The operation executive will process and notifies the student once the cheque is ready for collection. For more information, please refer to http://lithan.com.

Page 16 of 24 OPS-DOC002-V9.0

10. TRANSFER / WITHDRAWAL MATTER

10.1 TRANSER/WITHDRAWAL POLICY

Operation Executive will assist student in the Transfer or withdrawal administration, such as retrieving loaned books or materials, settling of unpaid fees. The transfer/Withdrawal application is subject to the school’s approval. The time frame for assessing and replying to any request for transfer/withdrawal will not be more than 4 weeks. For students below the age of 18, the school must seek approval from the parents/ guardians before approving the withdrawal application. All request for course withdrawal should be in writing and be accompanied with the Course Transfer/Withdrawal form. Verbal requests for withdrawals will not be entertained. “Transfer” means a student changes from one course to another course but remains as a student of school. For an approved transfer request, the original student contract must be terminated and a new contract must be signed.

If a student transfers from an existing course to a new course within school, the tuition fees is transferable to the new module/unit (refer to Refund Table below)

A transfer to another school is regarded as withdrawal from Lithan Academy.

In the event that the fee for the transferred course is higher or lower, the student shall be refunded the surplus within seven (7) days of application date or the student needs to top-up additional amount respectively

“Withdrawal” means the student contract is terminated and the student is no longer a student of school

Status of student’s pass for international student (where applicable) will be terminated after withdrawing from the school.

Issuing past attendance records to students who are enrolling in another course in another school. Withdrawal for Cause Student shall be notified to withdraw from the course within 3 working days should the following circumstances occur subject to Force Majeure. i. School fails, for any reason, to commence the course on the commencement date. ii. School fails, for any reason, to complete the course by the completion date iii. School terminates the course, for any reason, prior to course commencement date. iv. School terminates the course, for any reason, prior to course completion date. v. The student’s Pass application is rejected by immigration and checkpoint authority (ICA) vi. Breach of its obligation under the student contract. Withdrawal without Cause

“Withdrawal without cause” refers to a student withdrawal due to reasons other than those set out in

“Withdrawal for Cause”.

10.2 TRANSFER/WITHDRAWAL PROCEDURE Transfer Procedures: Step 1: Student completes the Course Transfer/Withdrawal form, which can be downloaded from http://www.lithan.com Step 2: Lithan Academy will conduct exit interview and process the application Step 3: Calculate outstanding fees payable or refund (if Applicable) Step 4: Process with payment receipt or refund of the above amount Step 5: Cancel FPS for the student from the course (If applicable)

Page 17 of 24 OPS-DOC002-V9.0

Step 6: Follow procedure as new application/ enrolment to the new course (includes evaluation of application, Student pass, FPS and medical insurance requirement) Withdrawal Procedures: Step 1: Student completes the Course Transfer/Withdrawal form, which can be downloaded from http://www.lithan.com. Step 2: School process the application Step 3: Inform the student on the outcome Step 4: Process Refund (Please refer to the refund policy) Step 5: Student’s Pass holders, Student to fill up Student’s Pass Cancellation Form and hand in the Student’s Pass cards to school Step 6: School cancel the student pass via SOLARPLUS system (ICA) Step 7: School will cancel FPS Insurance via Lonpac System

11. ACADEMICS RELATED MATTER

11.1 APPEAL PROCESS

There are 2 separate processes depending on the type of appeal as listed below:

A) In class assessment

B) Final result

A) In Class Assessment

Upon notification of the mark awarded for an assessment item, a student who believes that their result is incorrect or unfair may submit an appeal against their mark. He/she may write to the Student Support Executive seeking an appeal of marks. The student should notify this within 7 days from issuance of assessment result of any assessment item.

The Academic Staff will respond within 7 days, by doing either one of two things. First they may agree with the concerns, and make a change to results so that the mistake or marking problem is changed upwards or downwards. Second, they may explain why the marks addition is not in error, or why the marks awarded are fair; in that case they would recommend no change be made to the marks.

In both cases the Academic Staff is to write their decision via email. Student may agree or wish to pursue by making a formal appeal. This is similar to the appeal made for Final Result. Please refer to the section below for details.

B) Final Result

If the appellant is dissatisfied with the outcome from the Informal Appeal of Result (above), they may apply for a formal appeal by completing an “Application for Appeal Form” (OPS-FR006). Applications must be submitted to Student Support Executive within 7 days of receiving feedback from the Informal Appeal of Result process.

In cases where students have been unable to undertake an Informal Appeal of Results, a student must provide evidence that they have made a serious attempt to contact their Lecturer, but were unable to do so.

The Formal Appeal will be reviewed by Academic Head or designate.

Where the appellant is unsatisfied with the outcome of Formal Appeal, can lodge a written appeal to Academic and Examination Board via Student Support Executive. This statement should be lodged within 7 days of receiving the written notification of the outcome from Formal Appeal. The appeal should include a copy of the Informal Appeal outcome and “Application for Appeal Form” (OPS-FR006).

Page 18 of 24 OPS-DOC002-V9.0

11.2 HANDLING FAILURES

Student failing one assessment item in a module is allowed to re-sit. For Internally developed program or WDA courses; Academic Head approves any re-sit cases. Student needs to pay any applicable fees to perform re-sit. For External Degree Program (EDP), please refer to the University policy.

For cases where student failed more than one assessment item in a module, he/she is required to re-module. Re-module fees are applicable in such cases.

Students are allowed two (2) re-module opportunities for the entire course. If the students fail more than two times, Lithan Academy reserves the right to put the student under Conditional Academic Status.

11.3 HANDLING CHEATING AND PLAGIARISM CASES

Academic Staffs (Educators) are responsible to report cases of cheating and plagiarism, if detected during

course of teaching where they may use plagiarism detection software program to detect plagiarism

works in assignments/projects.

For External Degree Program (EDP), students need to adhere to the rules and regulation practiced by

awarding institute. For Internally developed program or WDA Courses, Academic Staff (Educator) in

consultation with Academic Head may use following penalizing criteria for cheating and plagiarism:

Offence Details Penalty

Level I

(Low level )

Inadequate or misleading citing, referencing or

paraphrasing, arising mainly from a student’s

limited knowledge about plagiarism, or how to

conform to academic conventions, or from

carelessness or neglect rather than intention to

deceive. Level I plagiarism is not considered

academic misconduct, and although it is a

breach of academic integrity, will not be

treated as punishable.

A student will be offered

remedial advice and

allowed to correct and re-

submit their work.

Level II

(Intermediate)

More serious than Level I plagiarism and

includes misleading or fraudulent acts or work

arising from a student’s ignorance of academic

integrity or academic conventions (where

adequate knowledge would have been

expected), and where intention to deceive an

assessor or cheat by way of plagiarism is

apparent, but where the overall effect or

consequence of the plagiarism does not

significantly compromise the assessment

process.

For Non WDA courses,

student will be provided

with minimum passing

mark.

For WDA courses, students

will be asked to re-sit.

Note: Student is only

allowed to re-sit one

assessment item for a

module.

Page 19 of 24 OPS-DOC002-V9.0

Level III

(Highest)

More serious than Level II plagiarism, and

includes misleading or fraudulent acts arising

from clear intention to deceive an assessor or

premeditated cheating by way of plagiarism.

The effect of the plagiarism is to seriously

compromise the assessment process. Level III

plagiarism is considered academic misconduct

For Non WDA courses,

student will be marked

failed. He/she need to re-

enroll the module.

For WDA courses, students

will be asked to re-sit.

Note: Student is only

allowed to re-sit one

assessment item for a

module.

11.4 SATISFACTORY STUDENT PERFORMANCE Students who are not performing adequately in their academic requirements and whose success may be jeopardised, may be put on a contract or probation. For students whose behaviour disrupts classrooms, they will also be put on a contract or probation. If you have concerns about lecturer performance, you are encouraged in the first instance to speak directly to your lecturer. Any unresolved issues can be put in writing to the Academic Department. Academic and Examination Board reviews the performance of the students on periodic basis. Performance of the students is discussed and appropriate measures are taken to counsel students if needed. Special Consideration:

- Special consideration is provided when a student cannot complete an assessment due to exceptional and unforeseeable circumstances. These can include illness or any other medical circumstance, bereavement and accidents etc.

- If a student believes that he/she has sufficient reason to apply for special consideration, a written application must be submitted using the Special Consideration Form. You may obtain copies of the forms from the Operation Executive. The form is to be fully completed and attaching all supporting documents within 3 days after the scheduled Examination. Please be aware that an incomplete form cannot be processed due to lack of required information.

- If the application is based on medical grounds, please ensure your medical practitioner provides a medical certificate and it is securely attached to the Special Consideration Form. Providing a medical certificate will not guarantee the granting of special consideration. The panel reviewing the application reserve the right to consider other relevant aspects. Non-medical evidence to support an application for special consideration can include: statutory declarations, death notices, or a note from a qualified counsellor.

- Academic Department will deal with all applications for special consideration and student will then be contacted about the result of the application.

For external degree program, please refer to the University Handbook/Website.

Page 20 of 24 OPS-DOC002-V9.0

12. COURSE RELATED INFORMATION

The course related information can be found in the Lithan Academy website www.lithan.com

12.1 LANGUAGE OF INSTRUCTION All classes will be conducted in English.

12.2 CERTIFICATIONS Certifications can be found in the Lithan Academy website www.lithan.com. Grading system: Victoria University assigns the following grading.

Codes Details Marks

HD High Distinction 80-100%

D Distinction 70-79%

C Credit 60-69%

P Pass 50-59%

N Fail 0-49%

Additional Grades: Students may also find some grades on their result slip.

Codes Details

RO Result Outstanding SE Unit Exemption/Credit Transfer

WN Withdrew Failed WD Withdrew - Without Academic Penalty

L

Not yet assessed - Special Cause

(An L grade must be converted to a final result within one semester and prior to the commencement of the following academic year, otherwise the assessment automatically lapses to a Fail.)

UM Fail - unsatisfactory completion of mandatory component of assessment

CE Joint Course/Complimentary Enrolment (result issued by other institution)

13. STUDENT SUPPORT SERVICES

13.1 ORIENTATION Lithan Academy provides orientation programme for all newly-enrolled students on the first day of the term. During the student orientation, students are briefed on the following:

- Company and Academic Partner’s profiles - Details of teaching facilities to deliver the course, harnessing of resources and equipment to

achieve maximum Outcomes. E.g. external partner suggesting reading site and portal etc. - Process to take timely intervention for urgent information e.g. cancellation of class etc. - Student support services and facilities that provided by the school (e.g. study areas, academic

assistance to students etc.) - Course transfer/withdrawal policy and procedure - Refund matters - Dispute and resolution matters - Fee Protection Scheme (FPS) and Medical insurance scheme - Attendance Requirement - Implication of the status of student’s pass if international student withdraws/are forced to

withdraw from the school - Training on the Learning Management System

13.2 PASTORAL COUNSELLING Students, who experience emotional and personal difficulties during the course of studies, should contact the Operation executive, who will assist to arrange for counselling and support assistance.

Page 21 of 24 OPS-DOC002-V9.0

13.3 STUDENT’S PASS MATTER

It is the student’s responsibility to ensure that his/her Student’s Pass is renewed on time. Lithan Academy is not liable to compensate or be held responsible if the pass expires due to late renewal or if the renewal is rejected by Singapore Immigration and Checkpoints Authority (ICA) and/or other relevant authorities. Students are required to obtain the necessary forms of the relevant authorities from the School and to submit the duly completed and signed forms to the school at least 4 weeks before the expiry date of the Student’s Pass.

13.4 OFF-SITE EDUCATIONAL AND/OR RECREATIONAL ACTIVITIES The Institute/lecturer may at times organize off-site educational and/or recreational activities for students. The activities will be organised with the required duty of care, and hazards (if any) associated with the activity will be satisfactorily identified and controlled and appropriate communication and emergency arrangements will be put in place. Advance notice pertaining to the activities will be given.

13.5 EQUIPMENT FOR CLASS Students are expected to arrive for their classes ready to engage in the learning activities and to ensure that they can experience success in their studies. Lithan Academy exercise “Bring your own device” scheme thus student is required to bring your own laptop for learning. Within computer-based classes, students are reminded that they are to use the equipment in a respectful manner and access only appropriate and relevant Internet sites. If a student is found to be using the computer facilities in an inappropriate manner, they will be asked to leave the class and will have to complete the assignment on their own. Responsibilities of the School:

The staffs of Lithan Academy are committed to supporting the students and their appropriate use of technology while on institute. As such the school will:

- Promote appropriate use of computers and information technology - Promote proper care and storage of computers - Enhance curriculum with the use of computers and information technology - Enforce all rules regarding the use of computers on institute

NOTE: Lithan Academy is NOT responsible for the loss or theft of any student’s personal computer used on school.

13.6 PRIVACY POLICY STATEMENT

This Policy statement sets out Lithan Academy policies relating to your personal information. Lithan Academy endeavours to ensure the privacy of personal information by introducing appropriate practices and procedures in the Institute. All student information will be used for internal business and administrative purposes which include improving the website, the product and service offerings, and customer services.

Lithan Academy takes all reasonable precautions to keep personal information secured and to protect personal information from loss, misuse or alteration. Lithan Academy will not reveal any student information to any external organization unless required by law, or with consent from the student. Lithan Academy will not sell trade or rent your personal information to others.

Page 22 of 24 OPS-DOC002-V9.0

13.7 RESPONSIBILITY TO THE COMMUNITY AND ENVIRONMENT

At Lithan Academy, we aim to be a responsible and exemplary corporate citizen in all communities where we have a presence. Our efforts are focused on caring and contributing to the community and environment. As a student of Lithan Academy, you would have the opportunity to be involved in the various community and environment projects that the school embarks on.

14. CONTACT DETAILS

Academic Department Ms. Pushpa Rani, Academic Manager (Email Address: pushpa@lithan.com )

Operation Department

Ms. Ong Yi Ping, Operation Manager (Email Address: yiping@lithan.com) Ms. Claudie Perido Sarmiento, Operation Executive (Student Relation- EIT/PMP)( Email Address: audie@lithan.com) Ms. Jhenalyn Soquena, Operation Executive (Student Relation –NICF Bootcamps/NICF PDBI/PDSM/PDT) (Email Address: jhen@lithan.com ) Ms. Maryjane Regalado, Senior Executive (Student Relation- MERP/GDERP/GCERP/NICF PDERP/SAP)( Email Address: mj@lithan.com )

Career Service Ms Idhawati, Career Service Manager (Email Address: Idha@lithan.com )

Complaint and Feedback Centralised Complaint and Feedback Management System Mr Krishnamoorthy Ramoo, Chief Operating Officer Krishna.ramoo@lithan.com

Technical Support

Mr Salil Mahtre, Manager IT and Infrastructure (email: salil@lithan.com) Mr. Mervin Borabo, IT Support (email: mervin@lithan.com)

Contact Details: Lithan Academy Address: 11 Eunos Road 8, #07-02 Lifelong Learning Institute, Singapore 408601 Telephone: (65) 6324 9730 Fax: (65) 6324 1637 Enquiry Email: info@lithan.com Website: www.lithan.com Other Useful contacts: Immigration & Checkpoints Authority (ICA) 10 Kallang Road, ICA Building, Singapore 208718 (Next to Lavender MRT station) Telephone: (65) 6391 6100; Fax: (65) 6298 0843; (65) 6298 0837 Website: www.ica.gov.sg Email: ica_feedback@ica.gov.sg Council for Private Education (Student Service Centre) Telephone: (65) 6592 2108 Fax: (65) 6337 1584 Email: CPE_CONTACT@cpe.gov.sg

Page 23 of 24 OPS-DOC002-V9.0

Singapore Police Force Please check link http://www.spf.gov.sg/contactus/contactus_index.htm Hotline number: 999 (toll free) Singapore Civil Defence Force Please check link: http://www.scdf.gov.sg/content/scdf_internet/en/header-link/contact-info.html Ambulance and Fire Hotline number: 995 (toll free)

15. INFORMATION AND COMMON LAWS OF SINGAPORE

Singapore has efficient and effective system to provide guidance to people who live in Singapore on matters related to their daily lives. List of legislations and contents are published in the website: http://statutes.agc.gov.sg. Students are encourage to visit the site and be aware of the legislation that is relevant to their activities. In particular we recommend that students have a working knowledge of the requirements of the following Acts:

Immigration Act

Environment Public Health Act

Road traffic Act

Sale of drugs Act

Smoking (Prohibited in Certain Places) Act

The Private education Act 2009

Undesirable Publications Act

Vandalism Act

Imports and Exports Act (Chewing Gums)

Page 24 of 24 OPS-DOC002-V9.0

APPENDIX - ORIENTATION CHECKLIST

I ……………………………………………….., NRIC/ Student pass no. ……………………………………………………… have read and understood all the policies and procedure mentioned herein. Listed are the important policies, procedure and other information briefed during the orientation.

Orientation (Please tick (√) accordingly)

I have been clearly briefed by Lithan Academy and fully understand the following important features:

The details of the course delivery, such as course schedule, course learning outcome, course assessment mode, course syllabus, holidays, time table.

The details of teaching facilities to deliver the course, harnessing of resources and equipment to achieve maximum outcomes. e.g through the net links, external partner suggested reading site etc

Conducting of student survey and Feedback mechanism(Krishna.ramoo@lithanhall.com)

Process to take timely intervention for urgent information e.g. cancellation of class etc.

Student support services and facilities that provided by the school(e.g. Study areas, library, academic assistance to students etc)

Seeks cooperation for Updating of student information from time to time.

Q & A (related to general or specialist health services drug/alcohol abuse education, problem gambling, advice on accommodation for international student etc.)

Course Transfer/Withdrawal and Deferment Policy and Procedure

Refund Policy and Procedure

Dispute Resolution Procedure

Medical Insurance Scheme (If applicable)

Attendance Monitoring system

Relevant Singapore laws

Implication of the status of Student’s Pass if international student withdraws / are forced to withdraw from the school

Fee Protection Scheme (FPS) and Operational Details

CPE and Lithan Website

I have acknowledged the receipt of the following original documents and I have been advised by school to retain the original documents until my graduation:

PEI-Student Contract Letter of Offer Certificate of Insurance (COI)

Course Schedule Medical Insurance Policy Student Handbook

Advisory Note

Consent for the taking and publication of photographs, images and the use of the information supplied

I, _________________________________________________________ hereby give full permission to Lithan

Academy to use the photos, images and information I have supplied or have been taken by the Institute. I

understand that the use and reproduction of this information and the photographs, and images as part of this may

be used in Lithan Academy publications and for promotional and publicity purposes.

Copyright will rest with the management of Lithan Academy and there will be no charge for the appearance in the

photograph, video stream or interview. The Institute will not use or allow another party to use the images and

information for any further purpose without further approval.

_____________________ _________________

Signed by Student Date