POLICIES & DISCLOSURES

All students local (*) or international are covered under medical insurance with benefits mentioned below. MAGES has appointed Prudential Assurance Company Singapore (Pte) Limited as official its Medical Insurance provider. Our Group Policy No. is 00104207. Minimum features/coverage for our medical insurance are:

• Annual Limit not less than S$20,000.00 per student;
• At least B2 ward (in government and restructured hospitals); &
• 24 hours coverage in Singapore and overseas (if student is involved in school-related activities).

(*) Local students already having similar insurance policy may be choose to opt out.

Release of results: Results of all course assessment and examinations (project) shall be finalized by the Examination Board. Original result slip will be issued 3 months after the last assessment of the subject.

Students are given a period of 7 working days to appeal should they feel dissatisfied with the results.

If a student feels there are grounds for appeal, they can approach the SSA for the
necessary Grade Appeal Form stating:

a. Their name and student number

b. The Course, assessment number, and date of assessment

c. The course lecturer

d. Reason for appeal

SSA will release appeal results within four weeks (for in-house courses) and not later than
eight weeks (for courses administered by partner organization) from the date of appeal.

A Review of Grade will incur a fee of S$50.00. The fee will only be refundable to the participant for a successful review

Academic Calendar:

Click Here to download the Academic Calendar for 2020.

The student who wishes to withdraw from MAGES voluntarily, post-enrollment of course has to complete and submit the Student Withdrawal/ Course Deferment/ Transfer Form and should adhere to the process stated in the Withdrawal Procedure.

For Student’s Pass holder, his/her Student’s Pass with ICA will be canceled by MAGES.

Withdrawal Procedure

The student has to complete and submit the Student Withdrawal/ Course Deferment/ Transfer Form, including submission of any supporting documents.

For Students below the age of 18 years, the Student Withdrawal/ Course Deferment/ Transfer Form should include the student’s parent/guardian s approval.

Requests for withdrawal will be processed only for those students who do not have any outstanding payments due to the MAGES Institute of Excellence.

The outcome of requests for withdrawal of course will be processed and notified within 4 weeks of the date of the Student Withdrawal/ Course Deferment/ Transfer Form submitted by the student. The student will be notified by a formal letter stating the outcome of the withdrawal request.

Upon approval of the withdrawal, the student contract will be considered void.

Refund Policy shall apply for all qualified refunds.

Late Request for Post-Enrolment Withdrawal: Students who submit their request for discontinuance/termination of study after the start of module/unit for a particular semester/trimester will not be entitled to a refund of their fees paid (refer to Refund Policy). Special approval may be granted on a case-by-case basis.

All transfer requests will be processed within 4 weeks by MAGES.

Transfer to a different course/of Study Mode

If you wish to transfer to another course /study mode for study, you should adhere to the following procedures:

• You must complete the Student Withdrawal/ Course Deferment/ Transfer Form and submit it to our Student Services Office at least 14 working days prior to the commencement date of the module/level.
• Parent’s/legal guardian’s formal letter of consent to the transfer and to absolve MAGES Institute of Excellence’s responsibilities for any disruption to your study in Singapore is required if you are below the age of 18.
• Transfer requests will only be processed for those who have no outstanding payments towards MAGES.
• An appointment will be arranged for you to meet with the Academic Director for assessment session. With advice from the Academic Director, you need to decide on whether to continue with your current study or proceed with the transfer request.
• MAGES Institute of Excellence shall put it in writing to inform you on the outcome of the request.
• If the request is approved: you must approach our Student Services Office as soon as possible to complete formalities with MAGES Institute of Excellence for the transfer request.
• For an approved transfer request, the original student contract must be terminated, and a new student contract be signed.
• Fee Refund: Fee treatment will be done as per section Refund Policy.
  1. Local student – the student proceeds to signal. New contract for the new course/study mode and makes payment.
  2. International Student – The existing Student’s Pass is cancelled and a Transfer of Course application is keyed into SOLAR+ (ICA website). Upon arrival of the Student’s pass for the new course / study mode, the student proceeds to sign. New contract for the new course and makes payment.

Transfer to another School – Deemed Withdrawal

If you wish to transfer to another School, you should adhere to the following procedures:

• You must complete the Student Withdrawal/ Deferment/ Transfer Form and submit it along with your Student’s Pass to our Student Services Office.
• Parent’s/legal guardian’s formal letter of consent to the transfer of School and withdrawal from MAGES Institute of Excellence, and to absolve MAGES Institute of Excellence’s responsibilities for any disruption to your study in Singapore is required if you are below the age of 18.
• An appointment will be arranged for you to meet with the Academic Director for counselling session. With advice from the Academic Director, you will decide on whether to continue with your current study or proceed with the withdrawal/transfer.
• Should you decide to continue with the transfer, the Student ‘s pass will be cancelled via SOLAR+ within 3 working days for International Students. A copy of the visit pass after cancellation is given to you once you return the Student Pass card to the SSA.
• All transfer requests will be processed only for students who don’t have any outstanding payments with MAGES.
• MAGES Institute of Excellence reserves the right to reject a request for transfer if the student has failed to comply with the terms and conditions of their enrolment at MAGES Institute of Excellence or ICA.
• For an approved transfer request, the original student contract must be terminated.
• Fee Refund: Fee treatment will be done as per section Refund Policy.

Note: SSA ensures that all Transfer requests are processed within 4 Weeks.

Student has to complete and submit the Student Withdrawal/ Course Deferment/ Transfer Form, including submission of any supporting documents.

All requests for transfer of course are treated as withdrawal from the current course and a new application for the applied course. Student should meet the entry criteria of the new applied course.

For Students below the age of 18 years, the Student Withdrawal/ Course Deferment/ Transfer Form should include the student’s parent/guardian s approval.

Requests for transfer will be processed only for those students who do not have any outstanding payments due to MAGES Institute of Excellence.

Outcome of requests for transfer of course will be processed and notified within 4 weeks of the date of Student Withdrawal/ Course Deferment/ Transfer Form submission by the student. Student will be notified by a formal letter stating the outcome of the transfer request.

Upon approval, the transfer fee of $100 would be applicable for the transfer case and the previous contract will be considered as void and a new contract for the new course will be signed.

Refund Policy shall apply for all qualified refunds.

MAGES shall ensure a fair and reasonable refund policy is detailed for any payments made.
Processing time for all refund requests will be within 7 working days.

Refund Policy Table:

Refund for Short courses and WSQ Courses at MAGES
If the participant subsequently cancels or postpones a confirmed booking, then the refund will be as follows:

• More than 2 weeks before class commencement – 100 % of the course fee before funding
• Less than 2 weeks before class commencement – 50% of the course fee before funding
• Less than 1 week before class commencement – No refund

Application Fee is non-refundable.

MAGES shall communicate the Refund Policy and Procedures to all students and prospective students by effective means of communication e.g. website, student handbook etc.

MAGES shall communicate the computation of refund amount on occurrence of refund need.

• Student has to fill up the Refund Form and submit to MAGES
• MAGES will work out the refund amount if eligible.
• Any refund amounts will be subjected to the MAGES Management approval.
• MAGES will inform you of the outcome of the refund request in writing.
• Should you be eligible for refund, the school will inform you when to collect the refund.
• The whole refund process will not take more than 7 working days from date of application.

The School adopts the Refund Policy as per the Standard Student Contract as set out by CPE. This Policy will act as a framework in guiding the implementation of detailed refund processes and procedures in the following areas:-

Refund for Withdrawal Due to Non-Delivery of Course:

MAGES will notify the Student within three (3) working days upon knowledge of any of the following:

• It does not commence the Course on the Course Commencement Date;
• It terminates the Course before the Course Commencement Date;
• It does not complete the Course by the Course Completion Date;
• It has not ensured that the Student meets the course entry or matriculation requirement as set by the organization stated in Schedule A of student contract within any stipulated timeline set by CPE; or
• The Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).

The Student should be informed in writing of alternative study arrangements (if any), and also be entitled to a refund of the entire Course Fees and Miscellaneous Fees already paid should the Student decide to withdraw, within seven (7) working days of the above notice.

Refund for Withdrawal Due to Other Reasons:

Where the Student withdraws from the Course for any reason other than those set out in Refund Policy or Force Majeure in Student Contract, MAGES subject to the No Double claim clause, 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 sum as per the Refund policy table in Schedule D of the Standard Student Contract/ (less any applicable bank administrative charges properly paid/payable under Clause 4 )

Refund during Cooling off Period:

MAGES shall provide the Student with a cooling-off period of [7] working days after signing the student contract. Within these [7] days and regardless whether the Course Commencement Date has passed, the Student can submit written notice of withdrawal to MAGES and receive the Maximum Refund amount as stated in Schedule D of the Standard Student Contract (less any applicable bank administrative charges properly paid/payable under Clause 4)

MAGES Institute of Excellence is committed to maintaining the confidentiality of our student’s personal information and undertakes not to divulge such information to any unauthorized third party (except to government authorities) without the prior consent of the student.

MAGES Institute of Excellence respects the privacy of individuals and recognizes the importance of the personal data you have entrusted us with and believe that it is our responsibility to properly manage, protect, process and disclose your personal data. We are also committed to adhering to the provisions and principles of the Personal Data Protection Act 2012. As such, this policy is to ensure that individuals’ personal data is safeguarded against misuse by regulating the processing and management of personal data and to assist you in understanding how we collect, use and/or disclose your personal data.

Student Redress / Dispute Resolution Procedure

• Students may provide feedback or complaints to MAGES through emails to feedback@mages.edu.sg, letters to Compliance Director or Accad Manager or SSA, feedback forms through SSA or phone calls to Compliance Director or Accad Manager or SSA, writing a note into Complaint/ Feedback log (Register available at the front desk).
• SSA records the matter into the complaint/feedback log (register) and acknowledges the matter by writing his/ her comments in the register with the date of complaint logged.
• SSA forwards the critical complaint or complaint beyond her facilitation boundaries to Compliance Director.
• SSA ensures that the matter is resolved within 21 working days from the date of the complaint log.
• In the event that the Student and MAGES are unable to resolve a dispute, the Student and MAGES shall refer the dispute to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre for mediation prior to instituting any legal action or proceedings. The Student and MAGES hereby agree to such procedures and to pay such fees as the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) may prescribe from time to time for the purpose of resolving their dispute.
• Our dedicated team of Student Services staff serves as the forefront contact point for students’ queries/feedbacks and provides assistance to students whenever necessary within its means.

Should you have any student-related issues for which you wish to give feedback to MAGES you may contact us at:

MAGES Institute of Excellence Pte. Ltd,
2, Orchard Link,
#05-08 SCAPE,
Singapore 237978
Telephone: (65) 65926733/34/36
Student Services Email: feedback@mages.edu.sg
Student Services opening hours:
Mondays to Fridays: 9.30 am to 7 pm
Saturdays: 9.30 am to 1 pm
Sundays & Public Holidays: Closed

Deferment of Course

The student is allowed to defer only ONCE and up to a maximum period of ONE year, failing which he/she will be deemed to have withdrawn from the program. He/ She would have to re-apply as a fresh applicant if he/she is interested to pursue the course.

Deferment of a course will only be considered BEFORE the commencement of the course, whereas deferment of a module (subject) will only be considered BEFORE the commencement of that particular module.

The student must settle all overdue payments prior to approval for deferment. All subsequent installment(s) would follow the payment schedule of the new class the student is deferring into

It is the student’s responsibility to write into the institute to resume their course. Please note that failure to do so will result in an automatic withdrawal from the program.

The student is also allowed to defer module(s) but with a minimum of 2 weeks before the commencement of the module, the request must be submitted

Only under exceptional circumstances would deferment be considered during the term. For such cases, the following must be noted:

• Upon approval, students are required to pay a fee before the commencement of deferment.

• Upon resuming the course, students are expected to start the term afresh. This is regardless of the fact that they had already attended the first few lessons previously before their deferment.

The student seeking deferment fills in the Student Withdrawal/ Course Deferment/ Transfer
Form.

For students below the age of 18years, a Parent’s/legal guardian’s approval is required before approving the deferment application.

The student will meet the Academic Director for counseling and based on the advice of the Academic Director, the student will decide to proceed or not to proceed with the Deferment request.

The student will be notified in writing of the outcome of the Deferment request.

For international students- the Student’s pass will be canceled vis SOLAR+ (ICA website).

Deferment of Subject

1. A student who is unable to undertake any subject(s) according to the recommended class schedule and wishes to defer the subject(s) must notify MAGES in advance, in writing. Application for deferment of the subject must be within the course’s eligibility period, one week before commencement of the new subject, with a deferment fee of S$100 (subject to GST).
2. Students who wish to defer from a paid subject before the new subject commences will not be allowed a refund of the course fee. However, the course fee paid will be transferred to the commencement of the following subject(s). The maximum duration for deferment with course fees detainment shall be for a period of one year from the date of deferment approval. Thereafter, students will need to re-register and pay the necessary course fees for continuation. Students will not be allowed to defer from a subject and a refund of the course fee paid for any other reasons after the class commencement.

Late Request for Deferment of Course

Students who submit their request for deferment upon or after the start of the module/unit will not be able to carry forward his/her paid fees for the particular module to a later period unless otherwise approved by the MAGES Institute of Excellence.

Note: SSA ensures that all deferment requests are processed within 4 Weeks.

Physical Facilities

Airport Transfer Facility

For overseas study trips and intake into affiliated degree programs

Campus Orientation

• Briefing about the Institution and its various policies
• Briefing about Singapore infrastructure
• Providing Hands-on experience to the international students by facilitating a city tour for them under the guidance of a trained supervisor
• Disseminate and reiterate important course information and other information
• Inform students of their rights (this shall include internal and external grievance and dispute resolution procedures, fee protection scheme, reference to CPE’s official website, etc.)
• Inform students of course deferment/extension criteria and procedures, suspension and expulsion conditions; and
• Give details of the organization awarding the certificate (if and when applicable)

Library Facilities and Study Areas

In order to give the students a motivating environment and help them get a holistic learning experience MAGES Institute of Excellence would be providing library facilities and Study Areas to support our students’ learning process. MAGES Institute of Excellence would provide online e-journals database access to the students for research and project work.

Wireless Internet Connection

MAGES Institute of Excellence would provide a Wireless Internet facility to the students for research and project work.

Financial Assistance

The Institution would be giving bursary awards and scholarships to deserving students in order to encourage them to go further and perform better, thus upholding the Core Values of the MAGES Institute of Excellence.

Academic Assistance

The Institution would be conducting Language Programmes and extra classes (outside the normal study hours where applicable) for students who require coaching in English Language and Maths, as these subjects form the foundation of the various courses to be taught.

Computer Labs

MAGES Institute of Excellence would provide Students with access to computers for use in practicals and training.

Medical Care & Injuries

In a medical emergency, MAGES may authorize a qualified medical examination or emergency treatment for you, as may be necessary. The school will contact the student’s parents or legal guardian to obtain further authorization when time and situation permits.

Other Facilities

Field Trips, Sports and Events

This will expose students to the multicultural and creative aspects of studying in Singapore while providing a variety of experiences for the students. Active students can also opt to participate in competitions and sports events to enhance their physical well-being.

Counseling and Pastoral Care services

Internal counselors and appointed healthcare professionals will be engaged to assist students who are facing difficulties or requires support. Our Counselors will ensure that students are coping well during their stay and have easy access to a person they can speak to for advice.

Health Promotion Programmes

MAGES Institute of Excellence would organize Health Promotion Programmes for the students as and when required.

Mentorship and Electives

Students can opt to join in our scheduled industry visits and gain valuable advice from industry mentors. Optional Electives will also give students an all-rounded education and give strategies to excel in studies and career developments.

Feedback Channels

MAGES provides a comprehensive framework for students to provide feedback to the management. Students can email to our Management direct through our website, arrange for sharing sessions, give their inputs to the Academic Director, and also contact CPE for resolutions to complaints.

We aim to achieve:

• 100% in our Service Quality Commitment to provide qualified lecturers that are existing practitioners or have practical experience in the Media, Animation, Gaming, and Entertainment industry.
• 100% in our Service Quality Commitment to a low 9:1 Student-to-Lecturer ratio to facilitate learning and ensure that a high level of individual attention is given to every student.
• 90% in our Service Quality Commitment to keep abreast of technology developments and emerging trends and utilize such knowledge and findings in our Academic programs.
• 100% in our Service Quality Commitment to provide complimentary Lecture Notes hand-outs, Supplementary Reading Materials, and Library access for all our classes.
• 90% in our Service Quality Commitment to utilizing the latest resources, commercial level hardware /software, and techniques in our curriculum delivery.
• 90% in our Service Quality Commitment to give our students a holistic education experience with field trips, site visits, media exposure, and extra-curricular activities to stimulate learning.
• 95% in our Service Quality Commitment to respect and recognize every individual point-of-view, creativity, and pace of learning.
• 90% in our Service Quality Commitment to ensuring that all graduating students are equipped with the essential skills for further education and to excel in their careers.
• 95% in our Service Quality Commitment to nurture all students to succeed, connect with, and serve society.
• 100% in our Service Quality Commitment to strive for excellence in all that we do and impart quality education with a global perspective.
• 90% in our Service Quality Commitment to ensuring that the refund process is followed as per the MAGES policy.
• 90% in our Service Quality Commitment to ensuring that the transfer and withdrawal process is followed as per the MAGES policy. The timeframe for assessing and replying to any request for transfer/withdrawal will not be more than 4 weeks.

Environmental Management Goals

MAGES implements a set of processes and practices that enable the institute to reduce its environmental impacts and increase its operational efficiency. MAGES aims to increase compliance and reduce waste by implementing continuous improvement with respect to air, water, noise, and light pollution from our premises on the environment and the local community.

Top Management is committed:

• To assess the environmental impact of any new processes or products that we intend to introduce in advance;
• To ensure that all employees understand our environmental policy and conform to the set standards;
• To address complaints about any breach of our Environmental Policy promptly and to the satisfaction of all concerned;
• To ensure that this policy is available to all the stakeholders;
• To achieve the objective of sustainable environmental performance;
• To update our Environmental Policy annually in consultation with staff, key stakeholders and customers;

EMS @ MAGES covers these areas:

1. Clean & Green Environment – Think Green – Reduce, Reuse and Recycle
2. Healthy Environment – First-aid facilities and Health talks
3. Safe Environment – Fire-drill exercises
4. Secure Environment – Security system

MAGES Student Handbook contains essential information for new and current students, including details of academic support services and activities. The Student Handbook aims to provide information about the policies, procedures, rules, and regulations of MAGES that are essential to know.

Students are required to read every section of the handbook and familiarize themselves with the content.

Information in the handbook is accurate at the time of upload. MAGES reserves the right to withdraw or revise any information contained in the handbook without prior notice.

Click here to download the Student Handbook.

Course Assessment

MAGES will communicate the following course assessment information to all students before course commencement:

• Final and continual assessment frequency and schedule
• Assessment modes
• Modules Timetables and Examinations dates
• Methods of Assessment
• Criteria for grading and awards and
• Assessment weighting as part of the final grades

Assessment Process

MAGES will clearly communicate all necessary examination information (where applicable) in a timely manner to all students:

• Exam timetable
• Exam venues and
• Exam duration/ Project presentation time
• Exam rules and regulations

All major (end of course or end of a module) assessment papers will be approved by the examination board.

MAGES will have a process to ensure the validity, reliability, and fairness of all assessment papers.

All grades would be moderated and issued by the Examination Board. The grades of the award are indicated as follows:

Important Note:

Where a student has failed a module because an essential component (module Project) for the module has not met the minimum requirement but the aggregate score for the assessment is greater than or equal to 50 %(or) a student has a mark that falls in the range of 45 – 49 % the student will be given a REFER score and FAIL Grade in the Transcript. Students with an aggregate score of 44 and below will be given a REMODULE score and FAIL Grade in Transcript.

Students with REFER Score will be automatically included in the supplementary exam. Students with REMODULE are required to re-module that unit (i.e. pay the course fees, attend classes, submit assignment(s), and sit for the test(s)/exam). The student will not be given a Supplementary exam after the course completion date.

Re-Assessment – after failing a module/level

A student will be required to repeat (re-module) the module/level of study should he/she fails a particular unit. The course fee will be charged to the student for the re-module. He / She will not be allowed to graduate from the course and may not progress to the next module/level should the module/level failed to be a prerequisite to the latter.

To register for re-module, a student should adhere to the following procedures:

• You must submit a request letter for re-module and pay the re-module fee to our Student Services Office at least 7 working days prior to the commencement date of the module/level.
• You will be informed of the schedule for the module/level by our Student Services Office once the formalities with the MAGES Institute of Excellence for the re-module are completed.

TRANSFER CREDITS

The Student applying for Transfer Credits have to fill in the Student Credit Transfer Form and submit it along with a copy of the qualification certificate/ degree, copy of the transcript along with the syllabus of the course to the Sales Team for the Academic Manager’s review and approval. Academic Director approves or rejects the Transfer Credit Request based on the MAGES Transfer Credit Policy. Management Committee approval is required before the student is communicated the final decision. Academic Director issues a letter on the outcome of the request. The Sales team communicates with the student on the outcome. The process takes not more than 10 working days.