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 A.6.2.   Course Fees & Refund Policy

  • The course fee covers all training materials and the final assessment. The WSQ courses offered are eligible for SDF grant (eligibility criteria apply).

  • The Withdrawal, Refund and Cancellation Policy will be published on the website, course registration form and course agreement.

Withdrawal Policy

  • Learners/organisations who wish to withdraw from an enrolled course must submit their withdrawal request to the Course Administration Officer via email. No other mode of notification will be accepted.

  • Registered learners who do not show up for the course will be considered as “Withdrawal without notice” and will be charged a penalty of 100% of the course fees.

 

Refund Policy

  • Upon receiving the notice of withdrawal, course fees will be refunded as follows:

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  • No refund will be provided in the following cases:

    • Learner does not show up for the course (i.e. “Withdrawal without notice”).

    • Learner ceases to attend the course after commencement.

    • Learner does not complete the assessment.

    • Learner is not successful in the assessment.

  • There will be no carry-forward of unused course fees for any of the TP’s course modules.

  • No refund of course fees will be issued if course materials have been collected (physical or online materials).

  • Refunds, where applicable, will be within 7 working days from the student's written withdrawal/refund request, subject to verification and approval in accordance with the refund policy and signed student contract.

 

Postponement and Cancellation Policy

  • Postponement or deferment of course will be allowed only on medical or compassionate grounds. Rescheduled course dates subjected to availability of seats and must be within 3 months of original course start date. Rescheduling of course dates can only be done once. Course fees will be forfeited if the learner does not show up for the rescheduled course dates.

  • The TP reserves the right to reschedule or cancel any courses. Learners/organisations will be duly notified and where applicable, 100% of the course fee will be refunded.

  • Refunds, where applicable, will be made within 7 working days from the decision to cancel/postpone the course.

 

Failure to Complete a Module or Programme

  • Trainees who fail to complete a module (or modules, as the case may be) after the commencement of the module(s) shall be liable to pay the full fees for the consumed portion of that module(s).

  • Failure to complete a module(s) includes, but is not limited to, the following circumstances:

    • Trainees withdraw of their own accord less than 9 days prior to the course start date or are terminated by the Approved Training Organisation after the commencement of the module(s).

    • Trainees fail to achieve 75% attendance for the module(s).

    • Trainees fail to be assessed for the module(s).

    • Trainees are assessed but fail to meet the requirements for the module(s).

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A.6.2.1 Refund Processing Timeline and Controls

Refund requests shall be logged by the Course Administration Officer on the date of receipt and forwarded to the Principal and Finance Officer on the same business day.

 

The PEI shall process, and issue all approved refunds within a maximum of 7 working days from the date the student's written withdrawal or refund request is received.

For avoidance of doubt, 'issue of refund' means that the refund payment has been released by the PEI through the approved payment mode and the student has been informed in writing of the refund amount, computation basis, and payment reference.

 

The refund computation shall be based on the applicable refund policy stated in the signed student contract, together with any approved non-refundable fees expressly stated in the contract.

 

Where a refund is not payable, the PEI shall notify the student in writing of the reason, with reference to the applicable contract clause and supporting records.

All refund cases shall be supported by complete records, including the written request, refund computation, approval, proof of payment, and communication to the student.

 

The Finance Officer shall maintain an up-to-date Refund Register capturing at minimum: student name, course, request date, reason, refundable amount, non-refundable amount, approval date, refund issue date, payment mode, and responsible staff.

 

The Principal shall review refund processing timeliness and exceptions at least annually to identify trends, root causes, and corrective actions.

 

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​​​A.6.3.    Course Schedule

Diploma are offered 1-3 cohort per quarter. Modular courses are offered 1-2 classes per month. Each class is limited to 1 trainer to 20 learners. The primary physical training venue is at 18 Arumugam Road #02-01, Antioch@Macpherson, Singapore 409962.

 

A.6.4.    Registration for Course

 

Registration through The Leadership Institute’s Website or Skilleto Page

Step 1:    Learners are to visit The Leadership Institute’s website (www.leadershipinstitute.sg) or Skilleto page (www.skilleto.sg/trainee/en/courses-alias?tp=LEADINS) to view course synopsis and course dates.

Step 2:    Upon selecting the desired class and clicking on the Registration / Register Now button, learners will be directed the Skilleto website, where they will complete and submit the online registration form.

Step 3:    Registration for Diploma Course Exemptions

Learners registering for the Diploma course who have previously completed any of the modules in the programme may submit their e-Certificate and/or Statement of Attainment (SOA) to register@leadershipinstitute.sg to request for exemption. The PEI will process their registration and verify all necessary documents. Learners will be notified of the outcome of their exemption requests via email.

Step 4:    Once the registration is processed, an acceptance email will be sent, and a tax invoice will be made available for download in Skilleto. Learners are required make full payment before the course starts.

Step 5:    Upon verification of full payment, the enrolment process will be considered completed and the class is confirmed for the learner. A class confirmation email will be sent, and the learner will be informed of the Zoom Orientation briefing dates.

 

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For additional enquiries, learners may contact the training centre through the following communication channels. Responses to enquiries will be provided within 24 hours.

 

A.6.5.    Attendance

 

The attendance policy and the disciplinary consequences for falsified attendance, non-compliance with attendance verification, persistent lateness, and unauthorised absence shall be communicated to all learners before course commencement and during orientation

 

The Trainer is responsible of monitoring daily training attendance. He/she is required to conduct a headcount before and after each course session. Should there be any absentee or missing learners, he/she shall inform the Principal / Course Administrator Officer after 30 minutes from start of class.

 

Learners must attain 75% attendance in the course before they are allowed to take the Final Assessment. A candidate who falls ill on his/her Final Assessment date and provides a medical certificate will be rescheduled to take the Final Assessment on another day.

 

Refer to Annex A4 for Late / Absent Learner Follow-up

 

A.6.5.1 Student Conduct and Disciplinary Management

             

All students shall comply with the PEI's standards of conduct during classes, assessments, online learning sessions, communications with staff, and use of PEI resources and platforms.

 

Disciplinary issues include, but are not limited to: disruptive behaviour, abusive or threatening conduct, harassment, academic dishonesty, impersonation, falsification of records, refusal to comply with attendance verification requirements, misuse of PEI systems or property, and any conduct that compromises safety, assessment integrity, or the learning environment.

The PEI shall communicate the student disciplinary policy and attendance policy to all students at pre-course advisory, enrolment, orientation, and through the website or learner information pack.

 

Any disciplinary incident shall be documented promptly by the observing staff member and escalated to the Principal or appointed management representative for review.

 

Depending on the severity and circumstances of the case, intervention measures may include counselling, warning, written undertaking, temporary suspension from class or assessment, requirement for parent or guardian engagement where applicable, or course withdrawal / termination in accordance with contract terms and applicable regulations.

 

Students shall be given an opportunity to present their explanation before a final disciplinary decision is made, except where urgent interim action is necessary to protect safety, assessment security, or orderly operations.

 

For students with poor attendance, repeated lateness, or non-participation, the Course Administration Officer and Trainer shall implement timely intervention, including contact with the student, counselling on attendance requirements, make-up arrangements where applicable, and escalation to the Principal where the issue persists.

 

All disciplinary and attendance interventions shall be recorded, monitored for outcome, and reviewed for effectiveness.

 

The PEI shall review student disciplinary cases, attendance trends, and intervention outcomes at least annually to improve the effectiveness of student conduct and attendance controls.

 

A.6.6.    Monitoring of Learning

During training, there are multiple checkpoints (e.g. at the end of each topic) where the Trainer will ask the learners to recap what they have learned and/or complete learning activities.

 

If the Trainer notices that any learner is not participating or is having problems catching up, the Trainer shall speak to the learner during an appropriate interval, such as during breaks or lunchtime, to find out what difficulties he/she is facing. The Trainer shall pay close attention to the learner so that he/she does not fall behind. If necessary, the Trainer shall enlist an Assistant Trainer to assist the learner.

 

A.6.7.    Final Assessment

Candidates will be informed of their Final Assessment (FA) schedule on the last day of training. Should any candidate be unable to attend the FA on the assigned date and/or time (for a valid reason), he/she should, in the first instance, inform the Trainer. The Trainer will then arrange a swap of the FA date/time with another candidate and inform the Principal accordingly.

 

A.6.8     Feedback, Complaints and Grievances

Any learner, persons or organisation with a complaint or grievance regarding the TP’s diploma, courses or experience with any member of the Team may contact the Principal via email to detail the matter and/or arrange for a meeting to express the issue/s.

 

Where appropriate, the Principal may direct the QA-A to conduct an inquiry/investigation into the complaint or grievance.

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A.6.9.    Appeal Against Assessment Outcome or Request for Reassessment

Candidates who received a “Not Yet Competent” (NYC) result have the right to:

  1. Appeal the assessment outcome, or

  2. Request a reassessment.

 

To initiate either process, the Candidate must submit a Letter of Appeal or Request for Reassessment via email within 1 week of the assessment date.

 

For further details on the appeal process, refer to Section A.9 Assessment Appeal Process.

 

 

A.7.       Attendance Submission

Singpass e-Attendance and in-house attendance records are required to ensure comprehensive tracking of learner participation across all training sessions.

 

A.7.1     Singpass e-Attendance Requirement

  • It is compulsory to adopt e-Attendance taking via Singpass for all WSQ course sessions conducted via the following training modes:

  • Classroom-facilitated training; and

  • Synchronous e-learning.

  • e-Attendance taking via Singpass is optional but encouraged by SSG for other modes of training.

 

A.7.2     Process for Submitting E-Attendance Via Singpass

  • During Classroom-Facilitated Training Courses:

    • Trainers will set up QR Code kiosks (designated laptops/tablets).

    • Learners are to scan the QR code to submit their attendance via their Singpass App at the kiosks for each session.

  • During Synchronous e-Learning Courses:

    • Trainer will share the attendance-taking link and course run code with learners at the start of class.

    • Learners will generate their own QR Code for each session and scan it to submit their attendance via their Singpass App.

  • After scanning, learners are required to provide consent for their info to be shared via Singpass to complete the attendance submission.

  • The Trainer will check that the learners’ attendance has been recorded on the corresponding SSG Class Attendance webpage. If any attendance was not captured, the Trainer will remind learners that they have until end of the session to submit their attendance.

 

A.7.3     e-Attendance Submission Issues

  • In the event that Singpass e-attendance cannot be taken due to technical issues with Singpass, network, or the SSG attendance taking page, an error screenshot must be taken, and the following manual attendance-taking process will be required.

  1. Sign the In-House Attendance sheet

  2. Time-stamped class photographs (for Synchronous e-learning courses)

  • The TP will submit an appeal to SSG to add the missing attendance, providing the reasons, details and supporting documents within 14 days from the course run session date.

 

A.7.4     In-House Attendance Records

In addition to SSG e-Attendance, learners are required to complete in-house attendance records for all courses.

  • During Classroom-Facilitated Training Courses:

    • Learners will physically sign an attendance sheet provided by the Trainer for each day of training.

  • During Synchronous e-Learning Courses:

    • The Course Administration Officer will email the link to the online attendance to the learners.

    • Learners will digitally sign the online attendance sheet, confirming their participation for the day.

 

 

A.8.       Pre-course and Post-course Advisory Service

The Course Administration Officer, acting as Course Advisor, serves as the primary point of contact for enquiries and engagement with potential learners, enrolled learners, and corporate clients. In this role, the Course Advisor provides comprehensive support, including detailed course information, financial advisory, career guidance, and tailored advice to address the unique needs of learners and clients.

 

A.8.1.    Pre-course Advisory Services

  • The Course Administration Officer, supported by the relevant Trainers where necessary, will provide detailed information on course content, coverage, and technical aspects of training and assessment. (Annex A9-A  Pre-Course Advisory Template)

  • Prospective learners will receive accurate pre-course information, including:

    • Course content and relevance

    • Admission requirements

    • Attendance and completion requirements

    • Fee payment details (e.g. course fee, grants and payment modes)

    • Policies for appeal, complaint and grievance, withdrawal and refund, and cancellation

  • Appropriate guidance and advice on the suitability of available courses will be provided to prospective learners based on their learning needs.

  • Prospective learners can also access course information or request marketing materials through the following channels:

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A.8.2.    Information for Enrolled Learners

After enrolment, the Course Administration Officer will provide enrolled learners with essential course information:

  • Course dates, times, venue, and logistics.

  • Course materials, technical hardware/software requirements, and assessment information (if applicable).

 

A.8.3.    Post-course Advisory Services

  • The Course Administration Officer will conduct follow-ups with learners and corporate clients via email or phone within 20 business days of course completion. (Annex A9-B  Post-Course Advisory Template)

  • The objectives of the follow-up are to:

    • Address feedback or concerns about the completed course.

    • Inform learners of relevant incentives such as the CET Qualification Award (CQA), Mid-Career Enhanced Subsidy, and SkillsFuture Credit scheme.

    • Discuss additional courses or progression opportunities.

  • Post-course advisory services include:

    • Guidance on the appeal process and refund process, as outlined on the website.

    • Information about skill-upgrading opportunities, relevant job roles, market trends, and other post-training resources.

    • Provision of a printed e-certificate upon request following successful course completion.

  • Learners with further questions related to the course after course completion (e.g. course progression, career guidance) can also write in via email, call or walk in.

 

Post-Course Advisory Process

Process

Responsible Party

Remarks

Follow-up with learner/client after course completion.

Course Administration Officer

Communication via email/phone, initiated within 20 business days of course end date

Ascertain if learner/client requires:

  1. Follow-up support for the course attended

  2. Information on other courses

Course Administration Officer

Trainer engagement for (a), if required

Provide career advisory and identify gaps in learning for the learner’s intended career pathways

Course Administration Officer

Career advisory to reinforce information provided during pre-course advisory on career pathways

Present other course offerings and latest incentive schemes

Course Administration Officer

 

Follow-up with Pre-Course Advisory (if necessary)

Course Administration Officer

 

Offer placement support to learner/client

Course Administration Officer

Brochures and resources on placement support will be distributed on the last day of in-class training.

Placement support directs learner/client to industry career portals and MySkillsFuture portal for jobs and vacancies in the relevant industry.

 

 

 

A.8.4.    Monitor Advisory Service Delivery

  • All Course Advisors must be trained and familiar with the administration and training processes.

  • New Course Advisors will observe a course advisory session conducted by a senior Course Advisor. Thereafter, he/she will conduct a course advisory session under supervision.

  • A senior Course Advisor will observe using an observation checklist to evaluate the new staff’s performance and determine if he/she is ready to manage the course advisory session on his/her own or require further training.

  • All Course Advisors will undergo regular observations on an annual basis or as needed to evaluate their performance and ensure continuous improvement.

 

Refer to Annex A10 for the Course Advisor Observation Checklist.

 

 

A.9.       Assessment Appeal Process

 

A.9.1.    Overview of the Appeal Panel

The Appeal Panel is responsible for reviewing and making decisions on appeals against a "Not Yet Competent" (NYC) award.

 

Refer to Annex A11-A for the Review of Assessment Appeal Case Form.

 

A.9.2.    Appeal Submission Process

Candidates must submit a Letter of Appeal or Request for Reassessment via email within 1 week of the assessment date, clearly stating the grounds for their appeal and providing any supporting evidence. The appeal process is free-of-charge to ensure fairness.

 

Grounds for appeal may include the following:

  • Evidence of an error in determining competency.

  • Evidence that the assessment did not comply with criteria in the relevant Competency Standard.

  • Evidence that the course content taught/trained did not meet the requirements of the Competency Standard.

  • Evidence of bias in determining competency.

 

A.9.3.    Documents Required

              The following documents are mandatory for the appeal review:

  • Letter of Appeal submitted by the Candidate

  • Assessment Record Forms completed by the Assessor

 

A.9.4.    Possible Outcomes of the Appeal

              The Appeal Panel may decide as follows:

  1. No Change:

    • The "Not Yet Competent" outcome remains unchanged.

    • The Candidate must sign the Assessment Record Summary acknowledging the decision.

  2. Recommendation for Reassessment:

    • The Candidate is to undergo a reassessment, to be conducted within 30 business days of receiving the appeal.

    • Outcomes of the reassessment:

  • The result remains as “Not Yet Competent”.

  • The result is reversed to “Competent”, with reasons documented.

 

Refer to Annex A11-B for the Assessment Appeal Procedure.

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