Support is already inside your fee. Speak to support staff at the admissions office, or write to us. This page says what it buys, how fast we reply, and what happens when the answer is not good enough.
- Where
- The admissions office, level three
- studentcare@cairnhill.edu.sg
- Office hours
- Monday to Friday, 9am to 6pm
- Reply target
- Two working days
A reply target is a commitment, not an aspiration. It is published here so you can hold us to it.
What it covers
Four things, and they are specific.
Academic
The 75% attendance rule before it becomes a problem. Deadlines, resubmission, deferral, and what happens if you fail a module.
Administrative
Contract, fee schedule, receipts, transfer and withdrawal, letters for an employer or agency, and the immersion paperwork.
Practical
The student rate at Hotel Royal, fitting a schedule around shift work, and being the channel to the hotel when something needs raising by an institution rather than by you alone.
Wellbeing
Cairnhill does not employ a counsellor and will not pretend otherwise. It will listen, help you find a professional service, and move what the Academic and Examination Board can move. Ask early: a deadline is easier to shift than a fail is to undo.
When something is wrong
Four steps, and none of them are informal.
In person, by email, or at the counter. Starting this does not affect your standing on the programme.
- 01Raise it with student services. Most things end here, and they end faster in writing than in a corridor.
- 02You receive a written acknowledgement and a response within the published reply target. If it needs longer, you are told why and when.
- 03If the answer does not resolve it, escalate to the Principal and Management Representative, in writing. Academic matters go to the Academic and Examination Board.
- 04If it is still unresolved, the dispute resolution avenues set out in the standard PEI-Student Contract are open to you, and Cairnhill will not treat using them as a hostile act.
Before launchName the external dispute resolution bodies here exactly as they appear in the executed PEI-Student Contract, and no more loosely than that.
Common questions
Asked before they matter.
The questions students bring to the counter most often, answered in advance.
Tell us early. Support will listen, help you find a professional service, and move what the Academic and Examination Board can move. Novena is the medical district, so a referral is short. A deadline is far easier to shift than a fail is to undo.
Graduation requires Minimum 75% attendance for each module, so attendance is tracked from week one and you will hear from us before it becomes a problem rather than after. If work or travel is going to collide with the timetable, say so in advance and we will look at what can be rescheduled.
Yes, and each route is set out in the transfer and withdrawal policy and in your student contract. Start the conversation at the counter: the outcome usually depends on timing, and timing is the one part you can still control.
Any pass is decided by the Immigration and Checkpoints Authority, not by an institution, and no fee paid to Cairnhill buys an outcome there. Cairnhill's position on student pass eligibility for this programme is confirming, and will be stated here plainly once it is settled.
There is an arrangement with Hotel Royal for students who want to stay in the building. Rooms are limited and availability sits with the hotel, so ask early. Details on the campus page, or contact the school.
Your personal dataAnything you tell student services is handled under the Personal Data Protection Act 2012, and a complaint is shared only with the people needed to resolve it. If you want something kept between you and one person, say so first: you will be told honestly whether that is possible.
Ask us anything, early.
Easier before a deadline than after one.