We are committed to being a customer driven organisation and believe that you as our students have the right to expect services of the highest quality. We are here for one purpose only - to serve you - your needs are our business and we ensure that your needs are met with excellent service.
You can expect the following standards of customer service from all our staff:
Types of Requests / Services
Standards
Written enquiries
Acknowledge within 2 working days, and if follow-up is required, reply within 5 working days from date of enquiry.
Feedback and complaints
Acknowledge within 2 working days, and if investigation is required, address within 21 working days from date of complaint / feedback.
Request for refund
Refund within 7 days from date of request.
Request for transfer / withdrawal
Reply within 14 working days from date of request.
Student leave application
Reply within 3 working days from date of application.
CTH external examination results
Release within 3 months from date of examination.
Appeal of examination results
Release within 4 weeks from date of appeal.
New STP application
Submit to ICA within 3 working days upon acceptance of offer of admission by applicant.
Renewal of STP application
Submit to ICA at least 14 working days prior to expiry of current STP.
