The document is a customer charter that outlines the policies and procedures for students of the British Council in Singapore. Some key points include: - Payment methods accepted include cash, cheque, credit cards and bank transfers. Late payments are subject to a $100 fee. - Personal data is collected and protected according to UK law and only used for maintaining student records, financial records, and contacting students. - Refund policies depend on the timing and reason for withdrawal, with earlier withdrawals eligible for higher refund amounts. Transfers between courses may be allowed depending on availability. - Attendance requirements must be met, especially for students on a student pass, to avoid warnings, expulsion or student pass cancellation.

1. CUSTOMER
CHARTER

2. OUR VISIONis that the future for the UK depends on
people of all cultures living and working
together on foundations of education,
mutual understanding, respect and trust.
OUR MISSIONis to create international opportunities for
the people of the UK and other countries
and build trust between them worldwide.
By creating more opportunity and trust, we develop stronger long-term relationships
for the UK and share and enrich its assets in English, the arts, education and society.
In Singapore, the work of the British Council includes teaching English to adults and
young learners aged from nursery to primary and secondary; teacher and corporate
training, as well as a pre-school.
Our work also includes IELTS and other Exams; providing the latest information about
studying in the UK and on UK qualifications in Singapore; promoting British education
and training; and demonstrating the innovation, creativity and excellence of British arts,
literature and design.Updated as of June 2015

3. 32
REGISTRATION
INFORMATION
A. Payment
We accept payment in cash or by cheque, NETS, inter-bank transfer, VISA, MasterCard or by
interest-free instalments with POSB/DBS, UOB and Citibank credit cards.
Payment for our Professional Development Centre workshops is by cash, NETS, VISA, MasterCard,
cheque or inter-bank transfer only.
Payment should be completed before course commencement or late fees will be applied. British
Council (Singapore) Limited considers a late payment fee to be a fee paid 14 days after course
commencement and a fee of $100 will be applied to any late payment.
B. Protecting your data
Under the terms of the United Kingdom’s Data Protection Act 1998, British Council (Singapore)
Limited is required by law to manage any personal data given to us securely and only for the
purposes we have specified.
These are to:
• maintain integral academic and educational records on our students
• keep accurate financial records
• cater for any special needs our students may have
• protect the safety and well-being of the individual
• provide academic records to students’ sponsors, where applicable
• contact students to make them aware of our services or events
• register students as members of the British Council (Singapore) Limited community
• inform our students about UK events and activities in Singapore
• comply with any legal or regulatory requirements
A full copy of our data protection policy is available on request.
C. Accuracy of information
If any of your contact details change, please inform our Customer Service staff. Should we need
to contact you urgently we will do so by phone, email or sms. By signing the registration form/
contract you automatically agree to British Council (Singapore) Limited contacting you through
these methods.
D. Student contracts
All students are required to sign a student contract. You can find sample copies of our contracts
at http://bit.ly/studentcontracts
E. Fee Protection Scheme (FPS)
British Council (Singapore) Limited has put in place an insurance arrangement with Lonpac
Insurance Bhd to provide our Full-time students with a Fee Protection Scheme (FPS). This FPS is
compulsory for all Full-time and CELTA/Young Learner Extension to CELTA students and Full-
time Pre-School students. The fee required for the FPS will depend on the overall course cost.
The FPS protects students’ fees in the event that British Council (Singapore) Limited is unable to
continue operations due to insolvency and/or regulatory closure. It also protects the student if
British Council (Singapore) Limited fails to pay penalties or return fees to students arising from
judgments in the Singapore courts.
F. Medical insurance
British Council (Singapore) Limited has put in place medical insurance under which all Full-time
students will be insured by our appointed legal insurance provider. This medical insurance
scheme has an annual coverage limit of S$20,000 per student. It covers hospitalisation in B2
wards in government and restructured hospitals, as well as 24-hour medical care in Singapore
and overseas for the duration of the course.

4. 54
Singaporeans/PRs and non-student’s pass international students who are already covered by
their own medical insurance plan (with an annual limit of not less than S$20,000) may
choose to opt-out of this medical insurance plan. We will need the student to present their
existing medical insurance policy that clearly shows an annual coverage limit of not less than
S$20,000 to be eligible to opt-out.
G. Student’s Pass applications
Full-time students who are coming from other countries to study in Singapore need to apply for
a Student’s Pass from the Singapore Immigration and Checkpoints Authority. You can find full
details at http://bit.ly/studentpassapplication
H. Your feedback
We always welcome your feedback. If you would like to make a suggestion or have a
compliment, please send your feedback to us using the online enquiry form on our website:
www.britishcouncil.sg/about/contact/message
We will get back to you within three working days. We ask for formal feedback from students
through our customer satisfaction surveys and focus groups.
If you have a concern about a specific aspect of our service, normally the first person to talk to
is your teacher. If you prefer to talk to a Senior Teacher, please let one of our Customer Service
staff know or write to us. Some problems are very quick to resolve while others take a little
longer, but we will reach a final decision within 21 working days.
You can refer to the Council for Private Education (CPE) if you feel you need additional
help with mediation.
https://www.cpe.gov.sg/read-all-about/cpe-student-services-centre/dispute-resolution
A. Discounts
We offer the following discounts for all our courses, except courses delivered by the Teacher
Development Centre (TDC):
1. Family discount
When two or more immediate family members (parents, children and siblings) are studying
with us, all family members enjoy a discount on courses of 30 hours or more.
2. Existing part-time adult students joining their next course
(re-registration discount)
Students who have attended courses in the previous term are offered a S$100 discount
on courses of 40 or more hours of tuition within a year. Infill students are not eligible for
this discount.
3. Full-time students’ discount
Students studying full-time are offered discount packages at the start of their course, but
they must pay in full to be eligible for these discounts.
4. 1:1 discounts
Bookings of 1:1 40 hour blocks or more receive a 10% discount on published hourly rate.
5. Company discount – part-time and full-time courses
Companies who sponsor ten or more students a term receive a 5% discount on courses.
6. Company discount – Professional Development Centre workshops
Registered companies pre-booking guaranteed number of participants receive the
following discounts:
participants 6 to 10 11 to 20 21 to 80 81 and above
DISCOUNT 5% 10% 15% 20%
OUR
POLICIES

5. 76
Conditions Refund Amount
On the condition that British Council (Singapore)
Limited:
WITHDRAWAL
DUE TO
NON-DELIVERY
OF COURSE
1. does not commence the course on the
course commencement date
100% Refund
of Course and
Miscellaneous
Fees
2. terminates the course before the course
commencement date
3. does not complete the course before the
course completion date
4. terminates the course before the course
completion date
5. has not ensured that the student meets
the course entry or matriculation
requirements as set by British Council
(Singapore) Limited or the student’s pass
application is rejected by the Immigration
& Checkpoints Authority (ICA)
COOLING-
OFF PERIOD /
BEFORE COURSE
COMMENCEMENT
DATE
1. Request is made within seven working
days from the date of signing the student
contract.
100% Refund
of Course and
Miscellaneous
Fees
2. Request is made more than 60 days
before the start of course
Request is made less than 60 days before the
start of course
75% Refund*
B. Withdrawal and Refund Policy
All requests for refunds must be submitted in writing, together with the required documentation,
where applicable. All refund requests should be accompanied by a copy of the student’s latest
bank statement header (not more than 3 months old) showing the name of the bank, bank
account name, account number and bank/branch codes. Refunds cannot be processed without
this information.
Course fee refunds will be considered in the following circumstances
*FPS and Student’s Pass processing fees are non-refundable.
*Medical insurance fees will be refunded only if the refund request is made before the course commencement date.
The refund approval process will take no more than seven working days (Monday to Friday),
provided we have received all required documentation and information. Once approved, the
refund will be made by direct bank transfer or cheque. The cheque should be banked within six
months of the issuance date. We do not issue replacement cheques.
Conditions Refund Amount
AFTER COURSE
COMMENCEMENT
DATE
Request is made with supporting documentation
for the following reasons:
75% Refund of
Unconsumed
Fees*
a) Permanent move to another country
b) Extended overseas work commitment
c) Extended medical leave
d) Severe illness or death of a close family
member
e) Compulsory activity in the student’s
primary place of study (e.g. an MOE
school)
Request is made without supporting
documentation or supporting documents are
not submitted within 7 working days from the
date of request.
or
Request is made for one of the following
course types: 0% Refund
• Cambridge CELTA
• CELTA YLX
• One-to-One contracts
• PDC courses and workshops
• TDC courses and workshops
• myClass

6. 98
Additional information
myClass courses
• myClass students are required to book their lessons online via the Online Booking System
(OBS).
• Cancellations or changes to bookings must be made at least 24 hours before the lesson
start time.
• Lesson credit is forfeited if cancellations or changes to bookings are made less than
24 hours before the lesson start time.
• Credit is non-transferrable and non-refundable.
• There is no refund upon expiry of credit. Unused credit can be carried over with the
purchase of a new package.
• Credit may be reinstated if a valid medical certificate can be produced within 7 working days
Professional Development Centre workshops
Withdrawal/deferment from workshops is permitted as following, provided we are informed
in writing:
Withdrawal/deferment notification Administrative Fee
More than 14 days before the workshop 0% of total fees
Less than 14 days before the workshop 20% of total fees
Less than 24 hours before the workshop 50% of total fees
On or after commencement date 100% of total fees
C. Transfers / deferrals
The British Council (Singapore) Limited will assess and respond to all cases of transfer/
deferral within 28 days.
1. Transfer out of British Council (Singapore) Limited to another Private Education
Institution Policy
• If a Full-time student at British Council (Singapore) Limited wishes to transfer to another
school before or after the commencement of the course, their request shall be deemed
to be a withdrawal case and subjected to the British Council (Singapore) Limited’s
Withdrawal and Refund Policy
• All outstanding course fees must be paid before a transfer or withdrawal request can be
processed
• Please refer to the British Council (Singapore) Limited’s Withdrawal and Refund
Policy for refund conditions and amounts
• Transfer requests must be made in writing and submitted before the start of the course
and will be subject to the terms and conditions stipulated in the British Council (Singapore)
Limited’s Withdrawal and Refund Policy
• International students who receive withdrawal approval are required to cancel their
Student’s Pass according to ICA regulations. Our Student Welfare Officer will assist you
with the cancellation of the Student’s Pass.
2. Transfer into British Council (Singapore) Limited from another Private Education
Institution Policy
• A student from another institution who would like to be transferred to British Council
(Singapore) Limited must follow the eligibility to full-time registration criteria (age,
placement test, student’s pass etc.). Such cases will be deemed as a new registration.
• Based on the ICA policy, all students with a student’s pass will need to attend at least 90%
of their lessons.
3. Transfer (of courses) or deferrals within British Council (Singapore) Limited
Transfer and credits are available in the following circumstances:
• Students may ask to credit the value of the remaining fees to the following term in
preference to any refund outlined in the Withdrawal and Refund Policy. Only one deferral
is permitted. This is subject to approval by British Council (Singapore) Limited. Credit
validity will be for 6 months from the date of approval.
• Subject to availability, students with school or work activities that clash with their British
Council (Singapore) Limited course can transfer to a parallel course in the same term
provided there are places available. Only one transfer is allowed per course. Additional
charges may apply for more expensive courses. No refund is given for moving to a less
expensive course

7. 1110
Full-time courses: 90%
Cambridge CELTA/CELTA YLX: 100%
• Students may transfer to another course in the same term by agreement with a Senior
Teacher. This transfer is possible if there are places available. If not, the student will be
offered a credit for the next term or, in exceptional circumstances, a refund. Only one
transfer is permitted
• Students holding a student pass with the British Council who wish to defer their course for
overseas travel are required to submit a written request for leave at least 4 weeks before
the commencement of their course. If approved, this deferment will be for a maximum of
4 weeks. The student will be required to sign an addendum to their student contract for
each course affected by this deferment and a Student’s Pass extension will be arranged
for the student. Additional FPS and Student’s Pass charges will apply
• Full-time students can defer for a maximum of 4 weeks. If the break is more than 4 weeks,
it is treated as a withdrawal
• Part-time students are only allowed to transfer their credit to the following term.
D. Public holidays and missed classes
1. Lessons missed because they fall on public holidays are not made up (except sessions
on Teaching Awards modules). If a student loses 10% or more of a course due to public
holidays, the course fee will be pro-rated. Details can be found on course schedules.
2. No refunds or make up classes are given for absences from the class by the student.
This includes:
a. Absences with medical certificates
b. Absence due to school activities
c. Long term illness
Students may request to withdraw from the course with supporting documents and will
be subjected to British Council (Singapore) Limited’s Withdrawal/Refund Policy
3. We do not open on official public holidays. A list of our closure dates for the year is available
on the website and upon request from customer service.
E. Attendance requirement
Attendance requirements are as below:
• If a student holding a student pass with the British Council misses two classes without any
valid reasons, British Council (Singapore) Limited will verbally warn the student.
• Once their attendance falls below 90% without a valid reason, British Council (Singapore)
Limited will issue a warning letter and report the occurrence to ICA. Students may be
expelled and their student’s pass will be cancelled if they do not fulfil the conditions given in
the warning letter.
• For details of the British Council (Singapore) Limited Expulsion Policy, please refer to the
Full-time Adult Student Handbook on our website.
• Part-time adult students (not myClass) will be issued an attendance certificate if they have
attended 75% of their course.
F. Teacher-student ratio
In exceptional circumstances British Council (Singapore) Limited reserves the right to
increase class capacity.
Courses Maximum Average
Adult Classes (Full-time and Part-time) 1:16 1:14
Primary and Secondary Classes 1:18 1:15
Pre-school Classes (N2, enrichment) 1:12 1:10
Pre-school Classes (K1 and K2, enrichment) 1:16 1:14
Full-time Pre-school Classes (N2) 1:7 Not applicable
Full-time Pre-school Classes (K1 and K2) 1:8 Not applicable
Teach English Classes 1:16 1:12
Certificate in Teaching English to Speakers of Other
Languages (CELTA) (Full-time and Part-time)
3:18 2:12
Young Learner Extension to CELTA (Full-time and
Part-time)
2:10 1:5

8. 1312
G. British Council (Singapore) Limited management
• British Council (Singapore) Limited reserves the right to assign any teacher to any class.
• British Council (Singapore) Limited reserves the right to change the terms and conditions
of this charter, as it deems necessary, without advance notification.
H. Additional policies
a. Child protection policy
British Council (Singapore) Limited takes child protection seriously and we aim to provide a
safe environment for children to study in. A child is defined by the United Nations Charter on
the Rights of the Child as anyone below 18 years old.
The following articles are agreed upon signing a British Council (Singapore) Limited contract:
1. Adherence to British Council (Singapore) Limited’s positive behaviour policy
2. Agreement with British Council (Singapore) Limited’s discipline procedures
3. Issues of racial discrimination, bullying, cyber-bullying or other issues deemed
inappropriate by the management will be dealt with by centre management and their
decision is final
4. An understanding that children under the age of 10 should not come to or leave British
Council (Singapore) Limited premises without supervision from a designated, responsible
person 14 years or above in age
5. An understanding that British Council (Singapore) Limited is not responsible for the
safety or well-being of children between the ages of 4-10 who leave the premises
without appropriate supervision
6. An understanding that parents/guardians should not leave children between 4 and 10
years of age unsupervised on British Council (Singapore) Limited’s premises
7. British Council (Singapore) Limited reserves the right to call parents to provide
information in instances where we have concerns about a child’s welfare e.g. lack of
supervision, behavioural issues, emotional issues and study issues
8. The British Council reserves the right to remove students from classes where we have
concerns about the child’s welfare, behavioural issues, emotional issues and/or study
issues or where the child demonstrates behaviour that is detrimental to the welfare or
safety of classmates
9. An understanding that tablets, computers and other British Council (Singapore) Limited
technology will be used for educational purposes and that social media, gaming and
other inappropriate uses of IT are deemed unacceptable.
b. Voluntary medical / Learning needs disclosure
British Council (Singapore) Limited is an inclusive organisation that welcomes students with
learning difficulties or medical conditions. To help us choose teaching methods that will
better suit you/your child, you may wish to provide us information on your child’s learning
needs. The information will only be shared with staff who will be working directly with your
child. Please ask the customer service staff for a disclosure form and more information.
c. Inclusion and Diversity Policy
British Council (Singapore) Limited is an inclusive organisation that attempts to offer classes
to students of all backgrounds. However, we acknowledge that at times it is impossible to
effectively support some students with specific needs in their studies. In these instances
we are unable to offer classes. We will arrange a trial period for any student we feel has
the potential to study with us. The outcome is at the discretion of the centre manager. The
following terms and conditions apply:
Students should meet the entry requirements of this course. To best meet and support the
student’s needs whilst on the course, we need close dialogue between him/her (and parents
if appropriate) and teacher so that we can support their learning in the best possible way.
Participation is monitored to determine if we are able to provide the appropriate level of
support.
Sometimes it is not possible to offer the student a place because they do not meet the
entry requirements e.g. literacy skills do not correspond with what is needed for students
undertaking this level of study. The decision is based on a student’s English language level
and learning needs.
It may not be possible to offer the student a place because the student (and where
relevant the parent) and SENCO in consultation with the teacher and other Teaching Centre
Management colleagues agree that the Teaching Centre cannot accommodate the student’s
requirements as identified. This conclusion is not formed lightly and final decisions rest with
the Teaching Centre Manager.

9. 1514
d. Privacy, Personal Data Protection Policy and Fair Collection Notice
British Council (Singapore) Limited is committed to preserving the confidentiality of
students’ personal information and undertakes not to divulge any of the students’ personal
information to any third party without the prior consent of the student. Our privacy policy
can be found on our website.
The following statements outline British Council (Singapore) Limited’s compliance with
Singapore’s Personal Data Protection Act 2012 (PDPA) and the Do Not Call (DNC) provisions
under the PDPA.
e. Your Personal Data
We will safeguard the privacy of your personal data, whether you interact with us personally,
by telephone, mail, over the Internet or via other electronic media. We hold personal data
in secure computer storage facilities as well as paper based files and other records and
take steps to protect the personal data we hold from misuse, loss, unauthorised access,
modification or disclosure. Where we hold personal data or have particulars or information
which may identify individuals we will destroy that information when no longer required. We
are required by law to manage any personal data securely and only for specified purposes.
DNC Provisions
The DNC Provisions, which became effective on 2 January 2014, introduce certain changes
to the way in which we may send you promotional and marketing messages and call you
via your Singapore telephone number(s). Marketing messages are those sent to individuals
with the intention of advertising, promoting or offering to provide goods or services. These
changes will not affect sending other types of messages via your Singapore telephone
number(s), such as informational and service related messages, messages that are for
business to business marketing, market survey or research or which promote charitable or
religious causes, and personal messages sent by individuals.
Contacting you
British Council (Singapore) Limited aims to comply with the requirements of the PDPA and
respects your choices.
• If you have registered your telephone number with the Do Not Call (DNC) Registry, we
will not send you promotional and marketing messages. However, if you have previously
given consent allowing us to send you such messages via your telephone number, we
will continue to do so until you withdraw your consent.
• Also, if you currently have an existing, ongoing relationship with us, depending on the
nature of that relationship, we may continue to send you promotional or marketing
messages via SMS or fax about products and services which are related to that ongoing
relationship (exempt messages) notwithstanding your registration with the DNC Registry,
unless you opt-out of receiving these exempt messages.
• British Council (Singapore) Limited will use the information that you are providing for the
administration of your English course in Singapore. We may want to use your information
to send you details of our activities, services and events (including social events) which
you might find of interest. If you do not wish us to contact you regarding these services
please contact +65 6473 1111 or speak to a member of customer service.

10. 16
Amendments

11. Adult Courses
Schools Courses
Teacher Development Courses
Schools Courses
Schools Courses
Full-Time Preschool Courses
Adult Courses
Schools Courses
Teacher Development Courses
Professional Development Courses
Preschool Courses
Off-site contracts
One-to-One courses
Napier Road Centre
30 Napier Road
Singapore 258509
+65 6473 1111
+65 6472 1010
Marsiling Centre
1 Woodlands Street 31
#04-01 Fuchun Community Club
Singapore 738581
+65 6368 1225
+65 6368 4643
Tampines Centre
11 Tampines Concourse
#01-02/03/04
Singapore 528729
+65 6783 9209
+65 6783 4509
Toa Payoh Centre
480 Lorong 6 Toa Payoh
#09-01 HDB Hub, East Wing
Singapore 310480
+65 6397 2022
+65 6397 2242
Katong Centre
112 East Coast Road
#03-06 I12 Katong
Singapore 428802
+65 6443 0486
+65 6443 0229
Contracts
+65 9179 9413 / 9111 7116
Our centres
www.britishcouncil.sg