Student Support

Student support services at ISL for all its students include the following:
• Orientation programme for all newly-enrolled students to:
• 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 insurance.
• Inform students of course deferment/extension criteria and procedures, suspension and expulsion conditions.
• Library: Students are encouraged to use the library as frequently as possible. We have a well-stocked library of graded readers and classics books in English language. We have graded readers and general books from fiction to history. You can borrow books after class or during break times Monday-Friday. You just have to sign out your book and please make sure you return it at the front reception counter. Opening hours are from Monday to Friday: 7:20am to 5:00pm.
• Wireless Internet Connection: all ISL students are allowed to use the wireless internet which is available on the ground floor. Please ask the student service team at the front counter.
ISL Policy on Complaints
ISL has a clear complaint process for students to follow if they become dissatisfied with a school procedure, the performance of a school employee, or if the student has a grade complaint. We regard complaints as an effective improvement mechanism as they provide us with direct feedback on our areas of deficiency. ISLhas a comprehensive system of managing customer complaints. There are three stages in addressing student complaints. The first two steps are internal to the school and the final step involves bringing the issue to the attention of an external third party as stipulated in your PEI-student contract.

Student Complaint Procedure
What is a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, however made, about standard or delivery of service, the actions or lack of action by ISL which affects an individual service user or group of users, or a policy we adhere to. We have developed procedures on corrective and prevention action which are integral to managing, and learning from, complaints and customer feedback.

How can complaints be made?
In the first instance a complaint can be made in person, over the phone, in writing, email, complaint form located at front counter. A complaint might also be represented by a third party (for example a friend or relative) who will assist the student in the completion of the complaint process. The student may waive the right to a third party advocate.

Complaint Procedure
Stage1- On receiving the complaint the relevant customer service staff will inform the relevant manager who will schedule a confidential interview with the student within two working days in order to understand the nature of the complaint and how the complaint can be resolved. On meeting with the student/student's advocate the relevant manager shall ensure the complaint form is completed and acknowledged by both parties as a formal record of the proceedings.
The manager shall inform the student/advocate regarding the schools response to the complaint in writing within 10 working days from the date the original complaint was lodged. If the written response does not resolve the complaint to the satisfaction of the student, it will be escalated to stage two.

Stage2- the manager refers the complaint to the CEO for investigation. The CEO must respond within 20 working days from the complaint being first submitted. If the student/student's advocate is not satisfied with the recommendations of the CEO, the CEO shall inform the complaint of the next stage in the process.

Stage3- in the event that the student is unable to resolve a dispute in accordance with the grievance procedure referred to in the first two stages.
Appeal policy: on occasion, a student may disagree with the academic decision of a member of the academic staff or the examination board. The center provides an appeals process for the student to request reconsideration of an academic decision if that decision has resulted in the student failing a test or course. Purpose of Appeal: to allow students the opportunity to appeal for failing a test.
Requirements:
  • No payment is required for appeals
  • Only one appeal can be lodged
  • No re-appeals are permitted
  • No appeals will be accepted for the re-grading of a test paper in which a student has passed
  • The appeal must be submitted within five working days of the student receiving their result
    Procedure:
  • Appeal forms are made available in the students' classroom and can be obtained from ISL staff at the reception counter during office hours
  • The appeal form must be duly completed and submitted to ISL staff at the reception counter with supporting documents (if any)
  • The examination board will notify the student regarding the outcome in writing of the appeal within five working days of receiving the appeal
  • Students should not assume that their appeal is successful unless informed in writing by the examination board.
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