Kaplan sets the policy for student attendance and monitors it as it is fundamental to successful learning. For this reason, Kaplan takes a serious view of truancy. The attendance policy is set where the minimum monthly attendance includes classroom-based, synchronous e-learning and asynchronous e-learning (Structured Learning) classes, where applicable.
Minimum attendance rate to be attained is 90% for Student’s Pass holders (based on the Immigration and Checkpoints Authority’s requirement) and 75% for non-Student’s Pass holders. Failure to meet the required attendance will result in disciplinary actions.
The attendance policy and procedures are included in Kaplan Student Handbook. They are also communicated to students during the Welcome Orientation (session and reiterated by Programme Management (PM) in the programme update sent via email and/or the Kaplan 360 app.
Students will receive their timetable and can access module study guides in the Learning Management System (LMS) prior to term commencement. The timetable clearly states all the student’s class dates and times, while the LMS houses the asynchronous learning materials assigned for each module. PM will monitor students’ class attendance and asynchronous learning, and regularly remind students of the importance of attending classes and engaging in asynchronous learning.
- Students are required to physically tap in and out with their Student Access Card (SAC) on the card reader located in every classroom for each lecture/tutorial session in the presence of the lecturer. The first tap should be within 15 minutes from the start of class, and the second at the end of class.
- Students who miss the first tap are considered late. Similarly, students who miss the second tap are considered as leaving early. It is the responsibility of students who did not bring their SAC to approach their lecturers to mark their attendance. The lecturers may conduct random attendance checks and report students who are frequently absent from classes to PM.
Synchronous E-Learning (Classes held online)
- Lecturers will mark students’ attendance in the ICATS. When necessary, students’ attendance will be checked against the login records to the online portal (eg. Zoom) where classes are conducted.
- LMS captures students’ access to the asynchronous online learning materials and PM will mark students’ attendance in the Kaplan Student System (KSS), where applicable.
If students are absent with valid reasons, students should apply for leave via the Kaplan 360 app prior to the class concerned or within 3 working days from the absence date, with supporting documents. Any leave submission which is made more than 3 working days after the absence date will be reviewed on a case-by-case basis.
All full-time students are encouraged to commit to engaging in study activities for a minimum of 3 hours per day, 5 days per week (Mon-Fri). In addition, Student’s Pass holders are required to comply with this by tapping twice for their attendance on-campus, once upon arrival to the campus and another after a minimum of 3 hours of study activities prior to leaving the campus. Various learning activities including lectures, tutorials, research, self-study (on campus or via the learning portal, whichever applicable) and group work/activities have been planned for different days.
- Weekly attendance tracking is implemented to intervene low attendance weekly based on its severity. For each class from which students are absent, they will receive a reminder. If full-time students’ weekly attendance falls below 90% (Student’s Pass holders) or 75% (non-Student’s Pass holders), intervention actions will be triggered.
- Students with attendance issues will receive reminders such as written notifications via email, SMS and the Kaplan360 mobile app, phone calls and/or face-to-face counselling sessions with their parents/guardians in certain cases, such as for students under 18 years of age.
- Students who are repeatedly absent are required to sign a Letter of Undertaking, etc. Where applicable, a police report will be made for Student’s Pass holders who are continually absent over a period of 7 days, etc.
- ICA will be notified if Student’s Pass holders do not meet a minimum of 90% for their monthly attendance. Students will also be informed of this reporting to ICA.
- To find out more about the intervention actions taken by PM at each severity level of low attendance and its corresponding tracking steps, click here.
- Holistic attendance monitoring takes the following into consideration – students’ academic performance, students’ personal circumstances and record of misconduct, if any, in the case of any disciplinary or termination action arising from the tracking of students’ class attendance.
- For Student’s Pass holders, Kaplan will request that the ICA cancel the Student’s Pass accordingly.
- Bi-weekly attendance tracking is implemented to intervene low attendance bi-weekly based on its severity. For each class from which students are absent, they will receive a reminder. If part-time students’ bi-weekly attendance falls below 75%, intervention actions will be triggered.
- Students with attendance issues will receive reminders such as written notifications via email, SMS and the Kaplan360 mobile app, phone calls and/or face-to-face counselling sessions with their parents/guardians in certain cases such as for students under 18 years of age.
- To find out more the intervention actions taken by PM at each severity level of low attendance and its corresponding tracking steps, click here.
- Holistic attendance monitoring takes the following into consideration – students’ academic performance, students’ personal circumstances and record of misconduct, if any, in the case of any disciplinary or termination action arising from the tracking of students’ class attendance.
- Academic advice will be given accordingly and if required, a formal academic intervention/review session will be scheduled for students and the academic-in-charge.
- For high-risk students who are receiving counselling support and do not meet the minimum attendance requirement concurrently, PM will seek advice from the school counsellor before engaging them for attendance intervention.
- Students will be reviewed for programme termination if their low attendance has been labelled as beyond Level 3. A face-to-face interview between the PM (and PM Head of Department (HOD) if necessary) and the student will be arranged to evaluate for termination. The termination decision will be reviewed by the PM HOD and is to be approved by the Non-Academic Disciplinary Committee (NADC) in consultation with the Dean(s) on a case-by-case basis, taking into consideration of the student’s overall attendance, academic results, any past academic intervention, and personal circumstances. Students may appeal to Non-Academic Appeals Committee (NAAC) regarding the circumstances leading to termination.
Leave of Absence
If a student is absent from class due to reasons stated below, he will need to submit a leave application, with supporting documents in English, via the Kaplan360 mobile app to the Programme Management Team within 3 working days from date of absence. If leave applications cannot be made via Kaplan360 for certain reasons, students may approach the Programme Management Team for assistance.
Kaplan will approve the leave application for the following reasons, if it is submitted within 3 working days from the last date of absence with official documented evidence. Other grounds for absence will be treated on a case-by-case basis. Approval of leave will be subject to case-by-case basis.
Reasons of Absence
- Compassionate leave for immediate family members
- Medical reason certified by approved General Practitioners
- Reservist ICT with official documents provided
- Work commitment with a company letter provided and signed by an immediate supervisor or Human Resource Department
International students who apply for overseas leave will need to submit the following as supporting documents.
- Medical Certificate from home country doctor (if applicable) with English translation
- Screenshot of the airline’s return e-ticket or picture of Boarding Pass
Note: Although Kaplan may approve the leave as set out above, students should check class participation/minimum attendance requirements, if any, for programmes/modules/units delivered by partner Universities, where applicable.
Early Intervention Policy
Kaplan Singapore has implemented the Early Intervention Policy to assist students in their academic progression through early detection and timely intervention. We closely monitor each student’s academic performance and have implemented various measures, including effective academic tutorials, group sessions, motivational talks, one-on-one sessions, and timely academic intervention reviews, to support their course advancement.
Definitions for transfer, withdrawal and deferment
This policy applies when a student changes the course of their study within the same entity. A student who discontinues his/her study at one Kaplan entity and transfers to another would not be considered a transfer student.
This policy applies when a student delays or postpones the programme (or module) and remains a student of Kaplan.
This policy applies when a student discontinues their study and ceases to be a student of Kaplan. This also applies to a student who changes the entity of the programme (from KHEA to KHEI or vice versa).
Automatic Withdrawal for Proprietary Programmes
A student is deemed to have withdrawn from the programme, if the student fails to do all of the following:
- Attend the classes, as evidenced by tapping for attendance in a term or study period
- Attempt any assessment items in a term or study period
- Make any required payments within 60 days after the payment due date
- Respond in writing to the email and/or letter sent by registered post to advise on his/her intention of continuing studies within 14 days after the date of the email/registered post
Or due to any of the following reasons:
- Exceeded the maximum programme duration stated in Student Handbook
- Exceeded the maximum deferment allowed
- Did not resume study after the approved deferment period has ended
Upon programme withdrawal or auto withdrawal, students who wish to resume their studies must re-apply as new students. Applications will be subject to terms and conditions of approval, including meeting the prevailing Minimum Entry Requirement (MER) and the approval of Student’s Pass application (if applicable).
Automatic Withdrawal for External Degree Programmes
Auto withdrawal may be recommended by Kaplan on the same conditions described for proprietary programmes but must be approved by university partners. Universities may have their own student progression monitoring system and may preclude students from non-engagement for a certain period.
Platforms to communicate transfer/withdrawal/deferment policy
The transfer, deferment and withdrawal policies shall be clearly communicated to all students via the Student Handbook on Kaplan’s website, during the Pre-Course Counselling and welcome orientation.
For proprietary programmes, these requests are subject to the approval of the Programme Manager HOD, while Diploma programmes also require approval from AO/Dean for advanced standings.
For external Degree programmes, these requests are subject to the University’s policies and approval.
Students are informed of the Transfer/Deferment Administrative Fees via the miscellaneous fee table in the Standard Student Contract and on Kaplan’s website. For withdrawal and deferment cases, students will need to pay outstanding fees (programme fees, resit/remodule fees and other miscellaneous fees), if applicable.
The programme transfer, deferment and withdrawal policies shall be clearly explained to all students and prospective students.
Maximum processing time of not more than 4 weeks from the point of the student’s request to informing the student of the outcome in writing
Kaplan will take no more than 4 weeks or within the University’s timeline, where applicable, from the point of the student’s request to inform the student of the outcome in writing (letter or email). The procedure is developed with a clear timeline for every step so that it does not exceed 4 weeks or the University’s timeline.
If the approval may take longer than 4 weeks due to the University’s approval schedule, Programme Management (PM) will advise students on the estimated approval date from the University when acknowledging receipt of their request.
Students who wish to transfer, defer or withdraw shall inform Kaplan in writing (form, email or letter) and state the reason(s). Verbal notice is not acceptable.
PM will inform the student in writing within 3 working days from the date the outcome is available and follow up with the necessary arrangements.
During the process, students must continue with their current programme, where applicable and stay in contact with PM. Failure to do so will be deemed as withdrawal from the respective programme.
Conditions for which a transfer or deferment application (stating the maximum deferment period) will be granted
The following are conditions for which a transfer and deferment application will be granted.
- Transfers will only be allowed if the student fulfils the academic and experience requirements according to the Academic/University Policy for the new programme.
- Students who transfer from the current programme to another programme shall be considered to have withdrawn from the current programme and refund policy shall apply as per the Standard Student Contract.
- Unconsumed fees that are approved for a refund will be transferred to the new programme. Students will need to pay the remaining balance of the programme fees for the new programme.
- Students who wish to transfer to other programme within Kaplan may be eligible to apply for exemptions according to the Academic/University Policy for the exemption policy, process and procedure.
- Students will not be able to receive any further exemptions unless approved by the University once their programme commences.
- Transfer request must be submitted before the respective term commencement. Submissions after term start date will apply to the next term instead of the current term.
- When transferred to new programme, tenure remains, ie. maximum period to complete programme is according to original programme start date (not applicable for transferring to another university).
- Transfer of Classes (Applicable to KHEA KF only)
- Transferring to the Same Module (Preparatory Course for the Association of Chartered Certified Accountants (ACCA) Examination / Preparatory Course for the Association of Chartered Certified Accountants (ACCA) Examination – Certified Accounting Technician (CAT) - to embed links
- Before the commencement of class, transfers are free of charge, subject to seat availability.
- After the commencement of class, an administrative fee will be imposed on each permanent transfer of class for the same module conducted by the same lecturer.
- KHEA KF does not encourage students to transfer to classes conducted by another lecturer. However, if the student has a valid reason to do so, an administrative fee is payable.
- Transferring to a Different Module
- There will be no refunds for students transferring to a lower-value module.
- Students need to pay the difference in course fees when transferring to a higher-value module.
- Students need to pay an administrative fee when transferring to a same-value module, regardless of whether it is conducted by same lecturer.
Students are permitted to defer based on the following grounds:
- Poor academic performance as advised by the Academic Board/University according to the Academic Policy/University Policy
- Illness supported by a medical certificate from a recognised clinic/hospital
- Compassionate or compelling circumstances beyond the control of the student such as bereavement or declared natural disaster, bankruptcy and overseas work commitment
The requests for deferment are not granted automatically unless approved by the PM Manager/University and approval of deferment does not guarantee the relevant programme/module(s) to be run upon the student’s return.
The maximum deferment period for proprietary programmes is 6 months. Students who need more than 6 months’ deferment and can complete their study within the programme tenure, may apply for an extension, subject to PM Manager’s approval. For external Degree programmes, it is subject to the Universities’ policies. Students who fail to report back to Programme Management after the deferment period shall be deemed as Automatic Withdrawal, which may not apply to some external Degree programmes.
Informing Immigration & Checkpoints Authority of Singapore (ICA) of any change of the status of the Student’s Pass, if applicable
Processes are in place to ensure that Kaplan will inform ICA of any change in students’ status that may affect the Student’s Pass issued.
Recruitment and PM teams shall clearly explain to students, the implication of the status of the Student’s Pass if international students withdraw from the school or are forced to withdraw from the school (eg. caught for breaking Singapore’s law).
International students who apply for deferment which is longer than 3 months (except for extenuating circumstances approved by PM Manager) or for transfer are required to cancel the Student’s Pass. For deferment, the Student’s Pass needs to be reapplied upon return; for transfer, the Student’s Pass under the new programme will need to be applied. In both cases, it is subject to ICA’s approval. Charges will be imposed by ICA and Kaplan for re-application/new application of Student’s Pass.
The ERO and PM will ensure that ICA is informed of any change in Student’s Pass status.
Obtaining the parent’s/legal guardian’s written consent if the student is under 18 years of age
It is clearly indicated on respective forms that students under 18 years of age require parent/legal guardian’s consent for the application of withdrawal, transfer, or deferment.
A student under 18 years of age must obtain their parent’s/legal guardian’s written consent via email or their signatures via the withdrawal, transfer, or deferment request form.
Signing a new contract or issuing an addendum to the existing contract when a programme deferment or transfer request has been approved
To ensure this, the signing of a new Student Contract is part of the process upon the resumption from a programme deferment or approved transfer request. Programme fees of the new programme will apply. For deferment cases, students will only sign a new contract when they report back to resume studies and are subject to the programme fees of the new intake.
Maximum processing time of not more than 7 working days from the student’s refund request for the issuing of refund
Request for refund and relevant supporting documents must be submitted in writing to Kaplan. Incomplete or inaccurate information will be rejected. Refund is subjected to approval by Kaplan Management and successful bank settlement of student’s invoice payment that was made by cheque/telegraphic transfer/SAM/Flywire, where applicable. Student will be notified by email of the outcome, amount of refund and mode of refund, if applicable within 7 workings days from the submission of duly completed refund request. For cheque refund, written receipt acknowledgement from students will be required.
Terms and Conditions
Refund for Withdrawal Due to Non-Delivery of Programme
Kaplan will notify the student within 3 working days upon knowledge of any of the following:
- It does not commence the programme on the programme commencement date
- It terminates the programme before the programme commencement date
- It does not complete the programme by the programme completion date
- It terminates the programme before the programme completion date
- It has not ensured that the student meets the programme entry or matriculation requirement as set by the organisation stated in Schedule A within any stipulated timeline set by SSG/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 be entitled to a refund of the entire Programme Fees and Miscellaneous Fees already paid should the student decide to withdraw, within 7 working days of the above notice.
Refunds for Withdrawal Due to Other Reasons
If the student withdraws from the programme for any reason other than those stated above, Kaplan will, within 7 working days of receiving the student’s written notice of withdrawal with complete documentation as required, refund to the student an amount based on the table in Schedule D, Standard Student Contract.
Refund During Cooling-off Period
Kaplan will provide the student with a cooling-off period of 7 working days after the date that the contract has been signed by both parties. The student will be refunded the highest percentage (stated in Schedule D) of the fees already paid if the student submits a written notice of withdrawal to the PEI within the cooling-off period, regardless of whether the student has started the programme.
Kaplan Higher Education Academy and Kaplan Higher Education Institute Programmes (Implemented from 30 September 2022)
- If a student’s written notice of withdrawal is received more than sixty  days before the programme commencement date, the student will receive 80% of the amount of fees paid under Schedules B and C.
- If a student’s written notice of withdrawal is received before, but not more than sixty  days before the programme commencement date, the student will receive 60% of the amount of fees paid under Schedules B and C.
- If a student’s written notice of withdrawal is received before, but not more than twenty-nine  days before the programme commencement date, the student will receive 50% of the amount of fees paid under Schedules B and C.
- If a student’s written notice of withdrawal is received on or after the programme commencement date, the student will receive 0% of the amount of fees paid under Schedules B and C.
This is clearly communicated to students under the Platforms to communicate refund policy to prospective and existing students.
- KHEA & KHEI Programme Application Fee is non-refundable under any circumstances. The Programme Application Fee refers to the fee that the student pays to Kaplan for the sole purpose of processing the application form submitted, so that Kaplan can process the application in the system.
- KHEA International Student Administration Fee is non-refundable after commencement of classes, except under the circumstance when students’ Student’s Pass application is rejected by the ICA. The fee includes application for the Kaplan student access card, Student’s Pass, Student’s Pass issuance fee, Fee Protection Scheme and Medical Insurance. This fee is payable upon the approval of programme application by the respective approving institutions.
- Computer-based Examination Fee is non-refundable unless there is a Non-Delivery of Course as described under the Refund for Withdrawal Due to Non-Delivery of Programme above. It is the fee students pay for the computer-based exam.
Request for Refund
Student can request for refund by submitting the refund form or via email. Examples of reason for refund include the following:
- Excess payment
- Company sponsorship
- Transfer of programme or pathway
- Transfer to Onshore
Platforms to communicate refund policy to prospective and existing students
The refund policy shall be clearly communicated to all students via Kaplan’s website, Standard Student Contract and online student handbook, as well as during the welcome orientation.
The refund policy shall be clearly explained to all students and prospective students. This is part of the Pre-Course Counselling process.
Students are also made aware that they are required to abide by the refund policy clearly specified on the programme application form and Standard Student Contract. It is part of the Student Contract execution process that the refund policy be explained to students.
Communicate to students on the computation of the refund amount
Students will be informed on the computation of the refund amount in writing.
- If the refund request is approved, PM/Recruitment Team (for Instalment 1 only) will process the refund through Finance. Students will be informed of the computation of the refund amount in writing.
- If the refund request is rejected, PM/Recruitment Team (for Instalment 1 only) will inform the student of the decision in writing.
Student Disciplinary Policy
Students who fail to abide by the regulations and guidelines of the Kaplan’s Student Code of Conduct may be subjected to disciplinary action.
Kaplan’s Non-Academic Disciplinary Committee (NADC) shall convene to hear and rule on any non-academic offence referred to it. In determining any appropriate disciplinary action, the Committee shall take its guidance from the Kaplan Non-Academic Misconduct Matrix to address the matter objectively.
Examples of standard outcomes to committee hearings may, non-exclusively, include:
- Issuance of a formal warning or reprimand letter
- Requiring a student to sign a letter of undertaking regarding future conduct while remaining a student of Kaplan
- Requiring a student to issue a formal letter of apology
- Requiring a student to pay for damage and/or costs incurred directly and/or indirectly due to the student’s misconduct
- Suspension from studies for a specified amount of time – Should a student be required to be suspended from their studies during a term the student shall be permitted to complete the term before being suspended. In cases of criminal misconduct, students may be immediately suspended/expelled from their current course of study bearing full financial and academic penalties
- Expulsion from the institution – For misconduct involving Degree students, the University will be informed of the misconduct and Kaplan’s recommendation. Should the student be expelled from Kaplan but not the University programme the student will still be eligible to pursue the Degree in question on the home campus or other affiliated institutions at their discretion.
- Referral to relevant authorities for criminal/legal action – For example, a student may be referred to the Singapore Police Force if the student is involved in a criminal act.
Students whose studies are delayed or terminated because of disciplinary action will not be eligible for any refund of programme and other fees paid.
All reasonable care will be taken to protect the student’s legal rights and freedom, and to ensure that the student’s parent/legal guardian is informed as soon as reasonably practicable after it becomes clear that the student may face formal disciplinary action. This applies to students below the age of 18 and, if necessary, students aged 18 years old and above.
Students who are not satisfied with the decision made may submit a written appeal to the Non-Academic Appeals Committee (NAAC) through their Programme Manager within 14 working days of receiving notification of the disciplinary action. The NAAC has the authority to uphold, modify or impose a harsher judgement than that issued by the NADC based on their independent assessment and consideration of the case. The student will be notified of the decision of the NAAC within 14 working days from the date of submission or hearing (where necessary), whichever is later.
Where the student is still dissatisfied with the result of the appeal, reference can be made from the Dispute Resolution Policy for the next course of possible action.
Academic Misconduct Policy
Academic Misconduct and Penalties
In order for the integrity of reported academic achievements of students to be upheld, Kaplan takes a serious and interested view of occurrences of academic misconduct. Over and above cheating during the examinations, academic misconduct refers to any form of dishonesty committed by a student in relation to summative assessment. It includes the following offences:
In essence, plagiarism is the theft of someone else’s ideas and work. Copying work or written text from a student, the Internet, or any document without giving due credit to the source of the information is plagiarism regardless of whether a student copies verbatim or rephrases the idea.
Paraphrasing the information taken from sources without referencing is insufficient. In the preparation of work submitted to meet module requirements, whether a draft or a final version of a paper or project, students must take great care to distinguish their own original work from ideas, language, and information derived from other sources. Sources include published primary and secondary materials, electronic media, and information and opinions gathered directly from other people or self.
Submitting the same assignment for more than one class without enhancing and refining the assignment, and without first receiving instructor permission constitutes self-plagiarism. In cases where previous assignments are allowed to be submitted for another class, it is the responsibility of the student to enhance the assignment with additional research such that it is a sufficiently new piece of work. Findings of plagiarism will remain on a student’s record permanently.
Plagiarism is a serious offence and may result in the following sanctions:
- 1st Offence – No Academic Offence will be recorded
Student will receive notification letter that plagiarism has been committed. Student should study the Writing & Referencing guides and online resources made available for them.
- 2nd Offence – Warning Letter
The student is required to attend a Writing and Referencing Session (WRS). The student will be allowed to resubmit the paper after appropriate intervention. Re-submission paper marks will be capped at Pass grade. Re-module is required, if the student failed to attend the WRS.
- 3rd Offence – Failure of the module in which the action occurred
The student is required to re-module.
- 4th Offence – Termination of enrolment
For Student’s Pass holders, ICA will be notified to terminate the Student’s Pass.
Students must assume that collaboration in the completion of written assignments is prohibited unless explicitly permitted by the instructor. Students must acknowledge any collaboration and its extent in all submitted assignments. Students are subject to disciplinary action if they:
- submit as their own work via a paper purchased from a term paper company, an individual or multiple individuals or download from the Internet
- submit an assignment that was partially or wholly completed by another individual or other individuals
- assist another student wherein the other student intends to commit any act of academic dishonesty. This offence would include, but is not limited to, providing an assignment to another student to submit as his or her own work or allowing another student to copy answers to any test, examination, or assignment.
Collusion is a serious offence and may result in the following sanctions:
- 1st Offence
Failure in the assessment item in which the offence occurred and student is required to re-module.
- 2nd Offence
Kaplan in Singapore will issue a written statement to notify the student that his or her attendance has been terminated for violation of the academic policy; i.e. the student will be expelled from Kaplan, with notification to the ICA for Student’s Pass holders.
- Invigilator reports exam misconduct case through the Exam Incident Report and submit to Exams Office for investigation and warning letter preparation.
- The warning letter is prepared according to the academic policy and to submit to HOD or nominated academic staff for approval before sending to student.
Examination misconduct is a serious offence and may result in the following sanctions:
- 1st Offence
Failure in the assessment item in which the offence occurred and student is required to re-module; or Suspension/Expulsion for serious academic misconduct determined by Examination Board, such as impersonation of another student.
Kaplan will issue a written statement to notify the student that his or her attendance has been terminated for violation of the academic policy; i.e. the student will be expelled from Kaplan, with notification to the ICA for student pass holders.
The appeal procedure will apply if student wishes to appeal on the penalty or determination. Findings of academic misconduct will remain on a student’s record permanently.
University Partner Programmes
Penalties for university partner programmes on academic misconduct offences will be in accordance to the university partners’ respective policies.
Dispute and Grievance Resolution Policy
A dispute or grievance may arise from any aspect of a student’s educational experience at Kaplan Singapore. This may be related to academic or non-academic (administrative or customer service) areas.
Where the matter involves students’ discipline and academic matters (e.g. appeal against results, expulsion etc.), the related University’s or Kaplan’s Student Code of Conduct and procedures in place for dealing with these matters will take precedence over this Dispute and Grievance Resolution Policy and Procedure.
Students must provide their full name, Student ID, contact details, intake code and course title in all their correspondences. Anonymous complaints will not be entertained.
Step 1 – In the event of a dispute or grievance, students are encouraged to resolve the grievance by discussing the issue with the person responsible for the matter. Students may also wish to approach their res pective Kaplan Programme Management (PM) staff for assistance. Contacts for the PM Heads of Department can be found below.
Foundation, Language and O-Level Preparatory Programmes
Ms Evelyn Wu (DID: 6309 5759 | [email protected])
- Programme Director
Diploma, Bachelor’s & Master’s Programmes
Ms Cheng Siew Kiong (DID: 6496 5650 | [email protected])
- Senior Director, Student Services
Kaplan Financial Courses
Ms Lorelle Koh (DID: 6309 5715 | [email protected])
- Director, Programme Management
The PM staff may request for a meeting. In most instances, grievances can be resolved at this level.
Step 2 – Alternatively, students may write to [email protected]. Feedback sent to this email address will be directed to the appropriate department/s. Kaplan Singapore aims to resolve all disputes or complaints within 7 working days. In order to ensure a fair and equitable outcome is achieved, complex issues involving multiple parties may take longer than 7 days to resolve. This involves issues that may require escalation to Vice-President Academic/Operations levels.
Step 3 – In the event that the student and Kaplan Singapore are unable to resolve a dispute or grievance satisfactorily after going through the steps above, either party may approach the Committee for Private Education (CPE), SkillsFuture Singapore (SSG/CPE). SSG/CPE may refer either party to resolve the issue via the CPE Mediation-Arbitration Scheme; the Small Claims Tribunals (SCT) or through their own legal counsel.
SSG/CPE Contact Details
Telephone: +65 6785 5785
Bad Financial Standing Policy
Bad Financial Standing (BFS) is imposed if students have any outstanding fee or charges. When it occurs, BFS is automatically applied to the student’s record. If the student is in BFS, they will not be able to enrol for classes/examinations, access to LMS and self-services (e.g. Kaplan360 mobile app) will also be discontinued and they will not be eligible for graduation and provision of results/academic transcript.
If students discontinue their unit/module enrolment, unit/module re-enrolment and/or re-admission will be refused until the outstanding balance, including late charges, have been paid in full. The PM Director may terminate a student’s enrolment during the teaching period, on the grounds that the student has not paid the outstanding balance of fees or charges. A student whose enrolment has been terminated may be reinstated if the student pays in full the total outstanding fees and charges due.
Student IT Acceptable Use Policy
This policy broadly outlines your obligations whenever information technology resources are used, in order to protect individual personal data, the systems which store and process it, and ensure that Kaplan can meet its obligations to provide quality, timely resources to support the successful execution and completion of academic programmes and examinations.
Students acting in accordance with this policy can use official Kaplan apps, use Kaplan-provided electronic data storage, and communicate electronically via tools such as email, chat, text or video conferencing.
- Kaplan reserves the right to amend any stipulation of this policy in whole or in part at any time.
- The rules and obligations described in this policy apply to all students of Kaplan Singapore IT resources. The use of Kaplan Singapore IT Resources has been made available for the purpose of supporting teaching, learning, research, professional development and administration within Kaplan Singapore. It is everyone’s responsibility to ensure that Kaplan’s information technology resources are availed responsibly, professionally, ethically, lawfully and to conduct their activities accordingly.
- Use of Kaplan IT resources is a privilege, not a right. Violations of this policy can result in immediate withdrawal or suspension of information technology resource privileges and disciplinary action may be taken in accordance with relevant Kaplan policies and procedures. If a criminal offense has been committed, Kaplan reserves the right to advise law enforcement agencies.
General Use of Computer, Network and Applications
- All usage of campus computers, network (including WiFi) and applications must be for Kaplan programme-related or examination-related purposes only. Do not attempt to gain unauthorized access to Kaplan IT resources.
- All data residing on Kaplan IT infrastructure is subject to backup at the sole discretion of Kaplan.
- Don’t harass or intentionally deny or degrade another person’s legitimate access to computer, network and application services. Do not delete, alter or otherwise tamper with other students’ files or electronic media.
- Don’t develop, introduce or use any software or hardware device that is designed to avoid or override security settings, proxies, system logs or utility programmes; bypass copyright, licensing, or other legal restrictions; or mask online identity and activity.
- Files and electronic media provided in support of official coursework are the property of Kaplan. Do not make alterations to these files/media unless instructed or required to do so in the context of your expected coursework.
- Don’t allow third parties to access Kaplan IT resources without written consent from the IT department head.
Don’t use campus computing resources (desktops, laptops, notebooks, net books, servers, network devices, tablets, PDAs, etc.) to participate in any activity that adversely affects other students, the reputation of Kaplan, or that poses a security threat either to the campus or to external entities.
Such threats include, but are not limited to:
- password cracking
- port scanning
- DOS (Denial of Service) attacks
- introducing or propagating malware
- access to “dark web” sites, dubious “business” dealing, “flaming”, etc.
- This also includes violations of copyright law (such as Copyright Act (Chapter 63) and national security laws (such as Cybersecurity Act 2018 and Sedition Act (Chapter 290).
- You are responsible for ensuring that no copyrighted material (including music, film, podcasts, books, games and/or software) is downloaded using, published on, or distributed from Kaplan Singapore’s network without the copyright holder’s permission. Note that in some instances and depending on the type of contents, your usage may be subjected to the laws of a foreign jurisdiction.
- In the event that a computer system connected to Kaplan’s network is suspected of abnormal behaviour (for example, spreading of computer viruses or generating unusual amount of traffic), the device will be disconnected from Kaplan’s network immediately. The IT Department reserves the right to execute the network disconnection without prior notice. This is to isolate and prevent the infected system from propagating throughout the whole network.
- You are not to tamper with, remove, install or intentionally damage cabling or other components relating to Kaplan IT or telephone infrastructure.
- Failure to observe any aspects of this policy may result in Kaplan being involved with claims and/or suffering damages, files or other losses and You will indemnify Kaplan and its officers from such claims, damages, losses and expenses resulting from intentional failure to observe policies. You must understand that Kaplan will cooperate with any official investigations resulting from a breach of policy, and many decide to furnish relevant information to the relevant authorities/parties. Your consent to any such disclosure will be made by your acceptance of this policy.
- Kaplan also accepts no responsibility for any damage to or loss of data, hardware or software arising directly or indirectly from the use of its IT resources, or for any consequential loss or Kaplan makes no warranty, express or implied, regarding facilities offered or their fitness for any particular purpose.
- Understand that Kaplan disclaims any liability that may arise as a result of the unlawful use of Kaplan’s information technology resources. Students shall also understand that any alleged violations of this policy will be thoroughly investigated and if proven conclusive, will result in disciplinary actions being taken against the person(s) involved by the appropriate authority.
- When restrictions in the policy interfere with the educational, research or service missions of Kaplan, you may request for a written waiver from the IT department head or his designee.
- Anonymous access to Kaplan IT resources is not allowed. Kaplan has the right to request that users produce valid Kaplan-issued identification or other evidence for authorised use.
- You are not to store personal confidential information on Kaplan IT resources.
- Data stored on Kaplan IT resources may be disclosed if required in the context of disciplinary proceedings, court order, law enforcement, government regulation, or other official mandate.
- Deletion of electronic data does not necessarily render it untraceable or unrecoverable.
- No Expectation of Privacy. While personal data is afforded certain protection under the Personal Data Protection Act 2012 (PDPA), you should have no expectation of privacy in anything created, stored, sent or received via Kaplan’s IT Systems. Login credentials for accounts relating to self- service applications should not be publicised nor shared with others. You are responsible for ensuring that the collection, use and disclosure of personal data are in compliance with Singapore’s Personal Data Protection Act 2012 (PDPA). Generally, you should obtain valid consent before you collect, use or disclose personal data, unless any exception applies.
- Use may be monitored. Kaplan’s Divisional IT and Management have access to and may review any information that you create, store, send or receive via Kaplan’s IT Systems, including e-mails and instant messages and communicate such information to authorised personnel. Deleting e-mails and instant messages does not remove such information from the IT Systems Kaplan may monitor its students for any reason within its sole discretion, including but not limited to preventing or investigating allegations of abuse, assuring compliance with intellectual property laws, conducting technology audits or complying with legal or regulatory requests.
Use of Kaplan Furnished Computer System
- This refers to equipment in labs, Synergy Pods, library, and other areas that students and/or lecturers commonly access.
- Do not attempt to change system settings on equipment provided by Kaplan.
- Do not install any additional software unless directed to do so in the context of coursework or exams.
- Do not use Kaplan equipment to engage in illegal activity.
- Do not steal, misappropriate, vandalise, or cause any other intentional loss or damage to any Kaplan IT equipment.
Use of Non-Kaplan Furnished Computer System
- Personal IT equipment, such as smartphones, tablets, portable storage devices and laptops owned by students should not be left unattended. Kaplan is not responsible for the loss, theft, vandalism, or unauthorised use of personal IT equipment.
- Personal IT equipment should be kept up to date with the latest anti-malware protection, system patches and so forth.
- The IT helpdesk does not provide support to personal computer systems, however it can assist with certain requests for password resets to existing Kaplan-based account access.
Use of Kaplan’s Internet Service
- Do not use the Internet service for any unlawful purpose.
- Do not transmit any material to the Internet that is in violation of Singapore’s laws and regulations. This includes but is not limited to threatening or obscene material or material protected by intellectual property rights or trade secrets.
- Do not access or download materials from the internet which are inappropriate, offensive, illegal, or which jeopardize security.
- Do not use instant messaging for any unlawful purpose.
- Exercise caution when downloading information and files from the internet to safeguard against both malicious code and inappropriate material.
- Understand that any commercial transactions for purchases over the internet are carried out at your own risk. Kaplan will not be held accountable for any unauthorised or failed commercial transactions, or any complications arising out of any such commercial transactions.
Use of Kaplan’s Network and Server
- Do not use the campus network – including WiFi – to gain unauthorized access to any other computer systems, nor to gain access to information that you are not authorised to know, read, or possess.
- Do not perform network scanning of any devices (e.g. computer systems, servers, network switches etc.) in the network.
- Do not attempt to establish a network connection to other students’ computer systems without the prior approval of the student(s) concerned.
- Do not use the campus network – including WiFi – to engage in any other illegal and/or malicious cyber activities.
- Do not use or install pirated software on Kaplan’s IT network. University licensed software, third-party services and subscriptions must be used in the context of their intended purpose. Limitations associated with such software and services must not be overridden.
- Use of TOR (or any similar anonymous browsing tool or platform) and access to “dark web” sites are strictly prohibited.
- Do not intentionally introduce computer viruses, worms, Trojan horses, “phishing” links, or any other malware into any computer or the network. Do not deliberately try to cause damage or degradation of performance to Kaplan IT resources in any way.
- Do not distribute “chain letters” or other dubious or nuisance emails.
- If you are connected to the campus network and your device is found or suspected to be infected, it must be disconnected immediately.
Student Account and Password
- Do not use a computer system account that you aren’t authorised to use.
- Protect your login credentials, and do not disclose them to another person. Otherwise, you may be held accountable for any actions that may arise which are associated with your account. Do not allow other people to use your account.
Computer Security Incident Reporting
- Report all IT security incidents. Immediately report any confirmed or suspected security incidents through your programme manager. Security incidents that must be reported include, but are not limited to, any disclosure of Confidential or Highly Sensitive Information, suspected hacking, malware, unauthorised use of the Kaplan IT Systems, loss or theft of any computer equipment.
Reporting paths. You may report such incidents through your programme manager. Please clearly identify that you are reporting a suspected breach of information security. Be prepared to give the time and date of the incident, who is involved, and a detailed description of the events.
- Dedicated Email Address. Alternatively, please send an e-mail message to [email protected].
- If you are unable to use e-mail to communicate, you may call 6496-5699 and leave a message.
- “Computer System” refers to workstations, desktops, laptops, notebooks, netbooks, network computers, tablets and personal digital assistants (PDAs).
- “Student” refers to all Kaplan students using a computer system to create, store, process or accessing Kaplan’s resources.
- “Kaplan Resources” refers to all information data, hardware or software implemented for internal use by the Kaplan.
- “Malware” refers to software codes that can cause harm and damage to computing resources. Examples include computer viruses, worms, Trojan Horses, root-kits, bots, spyware.
- “Portable Storage Devices (PSDs)” The term “storage devices” covers any medium that is capable of storing computerised data. The term “portable” means the medium may be connected to a different computer where data may be transferred, copied, read, amended or deleted. Examples of PSDs are: USB flash memory drives, USB removable hard disk drives, memory cards, smart phones with storage capabilities etc.