CASETrust Guidelines
At-Sunrice is committed to the welfare of its students, and aims to provide good quality student welfare/protection practices and standards.

1. What is CASETrust for Education?
CASETrust is an accreditation given to businesses in Singapore that are committed towards maintaining a high level of good business and customer practice. Please visit www.case.org.sg for details and information.

2. What is Student Protection Scheme (SPS)?
At-Sunrice works with a CASE-endorsed insurance company to provide students with tuition fee insurance.  It is compulsory for international students and optional for local students. Please visit www.case.org.sg for details and information regarding SPS.

3. What is your refund policy?
The application fee is refundable if your application is unsuccessful. For withdrawal or expulsion from the academy, please refer to the following:

ACP / WSQ DCA / WSQ DIPB / WSQ Certificate Programmes
More than 45 days before programme commences, 75% refund of programme fee.
Within 45 days before programme commences, 25% refund of programme fee.
There is no refund after the commencement of class.

4. What is your Student Redress Policy?
The Student Redress Policy seeks to provide students with a channel for feedback and complaints.

A. Policy
At-Sunrice will establish, document and implement a feedback management and complaint resolution system.

B. Operations Procedure
i. Students feedback / complaints are to be documented using the Student Feedback / Complaint Form.  Documentation includes:
     Ÿ Student's name and contact
     Ÿ Nature of Complaint
     Ÿ Manner in which complaint was resolved
     Ÿ Time taken to resolve complaint

ii. Responsibilities of staff to ensure that Student Feedbacks / Complaints are properly handled and are defined in the Student Feedback / Complaint Form to ensure effectiveness in resolving the issues that were raised.

iii. Keep complainant informed of the status of the complaint investigation.

iv. Initial response to a complaint should be within 2 days of receipt.

v. Resolve complaints within a maximum of 21 days upon receipt of the complaint.  
     Ÿ Submit a Feedback / Complaint Investigation Report

vi. Monitor the initial response and final resolution of the feedback/complaint using the Student Feedback / Complaint Monitoring Form.

vii. In the event that the Student and At-Sunrice are unable to resolve the dispute in accordance with the grievance procedure above, the Student and At-Sunrice shall refer the dispute to the CASE Mediation Centre for mediation prior to instituting any legal action or proceedings.
     Ÿ The Student and At-Sunrice hereby agree to such procedures and to pay such fees as the CASE Mediation Centre may prescribe from time to time for the purpose of resolving their dispute.

Process Flow Chart for a Student Grievance

5. Is there a Student Welfare & Support Service?
Yes. We have dedicated departments to assist with student requests.

6. Is there a monthly instalment payment plan for programme fees?
(i) There are no instalment schemes for the 15-month WSQ DCA and WSQ DIPB programmes
(ii) Programme fees for WSQ DCA and WSQ DIPB programmes are due two months before the start of programmes
(iii) Programme fees for the 24-month ACP programme may be made in two instalments, with the first instalment due two months before the start of programme.

7. Besides online payment, what are the other available methods of payment?
We accept local cheques for local students, and bank draft and telegraphic transfers. The details are as follows:
Bank: United Overseas Bank Limited
Branch: South Bridge Road
Bank code: 7375
Branch Code: 343
Account No: 934-342-3442
SWIFT code: UOVBSGSG

8. How do I open a bank account in Singapore?
At the bank, you will need to produce your passport, student pass and letter of acceptance from the academy.

9. Will I need a laptop for my course work?
Yes, all students are required to be equipped with personal laptops at the start of the academic term.

Academia

10. I wish to transfer to another programme but my application has already been accepted. Can I do so?
No. There is strictly no transfer of programme once your application has been processed.

11. Are all the additional items for the start of diploma programmes necessary?
Yes. Knife sets, student uniforms, medical check-up, insurance, relevant books and stationery are compulsory items. The academy will arrange these for you. Payment for these items must be made together with your programme fees.

12. What is my study schedule?
As studies in At-Sunrice are full-time, students are assigned to study schedules according to class intakes. Classes may be scheduled in the mornings or afternoons. Students are not allowed to choose as classes are assigned.

13. What is the class size?
Class size may vary but is capped at maximum 25 students.

14. Are there any term breaks throughout my course?
(i) WSQ DCA & WSQ DIPB students
Yes, there are week-long term breaks every three months when students may take home leave if their apprenticeship site spermit.
(ii) ACP students
There are no term breaks throughout the duration of this programme. Students may not take home leave during their one-month study in At-Sunrice. Students may take home leave during their 3-month apprenticeship rotations if their apprenticeship sites permit.

15. How important is the completion of work rotations at apprenticeship sites?
Study and work is integral to the At-Sunrice education. If you are terminated from your apprenticeship site, you will be expelled from At-Sunrice.

16. When will my apprenticeship site be confirmed?
At-Sunrice will inform you of your apprenticeship site within two months from start of programme. During this window period, you are not entitled to any work allowance.

17. Can I choose my apprenticeship sites?
No, At-Sunrice will arrange all apprenticeships. Students are also not allowed to change sites as they are graded on their workplace performances.

18. Can I work part-time during my programme?
Students are not allowed to work anywhere else except at apprenticeship sites assigned by the academy.

19. Is there a minimum attendance for classes? What happens if my attendances fall below that?
All students are expected to report to class fully prepared and on time.  The minimum attendance for each term is strictly 90%.  Any absences beyond these are considered excessive and may result in reduction of your final grade, disciplinary action or expulsion from the programme.

20. What is your student-teacher ratio?
The student-teacher ratio is on average 25:1.

21. When will graduation be held?
At-Sunrice holds its annual graduation ceremony in June.

22. Will I be guaranteed graduate placement?
Graduate placement is not guaranteed although At-Sunrice will facilitate interviews for students through its signature TalentMatch^© culinary career fair. It still remains the students’ responsibility to find their own placement.