Student Orientation, a programme that is required for all new and transfer students, will help you prepare for your transition into tertiary education as well as the expectations, challenges and opportunities that lie ahead. Students are highly encouraged to attend the Student Orientation programme so that you will be welcomed and introduced to NAA, learn about University resources and processes, and briefed on the Student Handbook. You will also receive an orientation pack comprising useful documents.

Students enrolled in NAA may seek academic counselling services from the University via NAA. Students may request assistance to schedule a consultation with the appropriate academic staff at the university to discuss and address any academic concerns. Where cases are deemed to require more than academic advice, such as professional counselling services, Student Services Team can advise the student on the available university or external resources. Please contact Student Services Team at studentservices@naa.edu.sg

The Student Services Department at NAA works hand in hand with the University and Professional Training Providers to bring to our students useful workshops on academic writing and study skills that will allow you to plan and carry out your coursework and assessments effectively, allowing you to realise your potential and to achieve academic success on your course during your time at NAA.

For more information on future workshops, please visit our NAA buzz here.

Student representatives (SRs) are nominated from the student body to participate in SSD Sessions. The SRs will provide feedback or suggestions received from their classmates and discuss issues of concern with our NAA Management team. These sessions will be held 2 – 3 times a year. Student representatives play an important role in contributing towards understanding and improving student experiences.

At Ngee Ann Academy we are committed to providing a quality learning environment. In order to provide necessary academic support and to maximise the student learning experience,  we maintain a well-balanced teacher-student ratio:
Tutorial and workshops – 1:50
Clinical Skills laboratory –  1:20
Lecture –  1:100

It is the policy of NAA that mobile phones are to be switched to “silent” mode before a class commences. This will ensure a quality teaching environment for all students. Any student who fails to comply with this policy and whose phone interrupts the class will be asked to leave the class immediately by the lecturer/tutor.

NAA has a closed-loop Dispute Resolution Policy that is aligned with the Dispute Resolution stipulated by CPE. NAA welcomes feedback and complaints from students, parents and guardians, staff, partner organisations, recruitment agents and the public at large.

NAA maintains the Dispute Resolution Policy as a managed platform for students to provide valuable feedback on their experience with NAA. The various ways of providing feedback is communicated to the students via the Student Orientation, Student Handbook and NAA website.

It is in NAA’s policy that each feedback is appropriately acknowledged and addressed. NAA is committed to ensuring that a complaint/grievance is resolved within twenty-one (21) working days upon receiving the complaint/grievance.

Where students are not satisfied with the outcome from NAA’s internal grievance process, they can seek redress via the CPE Mediation-Arbitration Scheme here. For assistance on Dispute Resolution, please approach the Student Services Team or email to studentservices@naa.edu.sg.

This Refund Policy governs the management of student refund. The Policy is reviewed as and when required, and at least annually.

1. Refund for withdrawal due to non-delivery of Programme.
NAA will notify the student within three (3) working days as a result of one or more of the following circumstances:

• NAA fails, for any reason, to commence the Programme on the Programme Commencement Date;
• NAA terminates the Programme, for any reason, before the Programme Commencement Date;
• NAA fails, for any reason, to complete the Programme by the Programme Completion Date;
• NAA terminates the Programme, for any reason, before the Programme Completion Date;
• NAA fails, for any reason, to ensure that the student meets the Programme entry or matriculation requirement as set by the organisation stated in Schedule A of the Student Contract, or within any stipulated timeline set by CPE; or
• The Student Pass application is rejected by the Immigration & Checkpoints Authority (ICA).

The student will be informed in writing of alternative study arrangements (if any), and also be entitled to a refund of 100% of the Programme Fees and Miscellaneous Fees already paid should the student decide to withdraw, within seven (7) working days of the above notice.

2. Refund for withdrawal due to other reasons
If the student withdraws from the Programme for any reason other than those stated in (1), NAA will, within seven (7) working days of receiving the student’s written notice of withdrawal, refund to the student an amount based on the Refund Table.

Refund Table

Definition of the term “Days” in the table above refer to working days.

3. Refund during cooling-off period
NAA will provide the student with a cooling-off period of seven (7) working days from the date that the Student Contract has been signed by both parties. The student will be refunded the highest percentage (stated in the Refund Table) of the fees already paid, if the student submits a written notice of withdrawal to NAA within the cooling-off period, regardless whether the student has started the Programme or not.

 The following are non-refundable :

Application Fee. However, in the circumstance where NAA has decided not to commence a programme on the Programme Commencement Date or terminates the Programme before the Programme Commencement Date, the application fee will be refunded within seven (7) working days after the student is notified, unless the student takes up alternative study arrangement with NAA.

The student will be briefed on the entry requirements and has to submit a new Application Form to apply for the new Programme. The University will review and confirm on the application. For successful programme transfer application, students will have to complete the university’s online process or withdrawal form to discontinue from the current programme. The original PEI-Student Contract will be terminated and the student is required to sign a new set of Letter of Acceptance and NAA PEI-Student Contract.

Students are required to complete the university’s online process or submit the withdrawal form to Student Services. Student below age of 18 must also submit a letter of approval from parents or legal guardians. Eligibility for refund is subjected to NAA’s approval in accordance to NAA’s Refund Policy.

Students may apply for a leave of absence from their programme for specified periods under certain circumstances. Students are required to complete the university’s online process or submit the leave of absence application form to Student Services before commencement of new term/trimester. Student below age of 18 must also submit a letter of approval from parents or legal guardians.

All professional staff, lecturers, and students are required to be familiar with emergency evacuation procedures and the designated evacuation areas. The emergency procedures and information are obtained from the Ngee Ann City Management Corporation and updated on a yearly basis. Should there be any occurrences of threat during the course of teaching and studying at NAA, lecturers will assume the leadership in class to ensure minimum panic and provide guidance appropriately.

The first aid box is available at the Student Services / Reception Counter at Level 25.
NAA Fire Warden – Ms Elena Yong – Tel: +65 6738 2910
NAA Assistant Fire Warden – Ms Germaine Goh – Tel: +65 6738 2910

NAA First Aider – Ms Nur Lydiawati Juraimi – Tel: +65 6738 2910
NAA First Aider – Mr Terence Chia – Tel: +65 6331 0763

Name of Company: The Management Corporation Strata, Title Plan No. 2929 (MCST 2929)
Address: 391 Orchard Road #08-05 Tower A, Ngee Ann City Singapore 238873
Security Control Room at Ngee Ann City (24 hours) : +65 6733 3915 / +65 6733 0337

Reporting a Communicable Disease Threat

Should you believe that one of your classmates has contracted a communicable disease, please avoid physical contact with the person and notify the NAA First Aider to provide appropriate assistance. In the event of an outbreak which affects the general student population, the Ngee Ann City Management Corporation and NAA will adopt the Singapore Ministry of Health’s Disease Outbreak response system to limit and control the spread of communicable diseases. Communicable diseases include SARS, Influenza A (H1N1) and COVID-19.

Responding to Earth Tremor Threat

When earth tremors happen, all tenants/occupants are advised to follow the emergency measures below:

1. Be calm.
2. Take cover under a table if you are inside the classroom. Keep away from any glass windows, items made of glass, any hanging objects, bookcases or tall cupboards.
3. Do not use the lift. If you are inside the lift, stay calm and exit immediately when the lift door opens.
4. Do not use any naked flame in case there is a gas leak.
5. Do not be alarmed if the electricity is cut or the fire alarm systems are activated.
6. If you are out in the open, stay there.
7. After the vibrations/tremors have stopped:
   • Keep away from any glass windows, made of glass, any hanging objects, and any bookcases or tall cupboards.
   • Help anyone injure
   • Call the Security Control Room (24 hours) at +65 6733 3915 / +65 6733 0337 or Police at 999
   • Report any incidents or issues of law and order to the Security Control or Police.
8. Stay at the assembly area and wait for further instructions from the Security Coordinator.
9. If cracks or other structural defects develop after the tremor, inform the Security Control Room immediately.

Earth Tremor Evacuation

1. Do not panic. Please evacuate in an orderly manner using the nearest staircase and proceed to the designated assembly area.
2. Do not use the lifts. Use only the stairway through the “Exit” signages.
3. Strictly follow the instructions given by any Security Officer/Police.
4. In times of emergency, leave all personal items and evacuate promptly.
5. Leave the lights on but disconnect all electrical apparatus.
6. Exit from the building and stay at the assembly area. Wait for further instructions from the Security Coordinator.