FAQ

Frequently Asked Questions

Here you will find answers to the most frequently asked questions regarding training and administrative procedures at KnowledgeTree. 


Registration Matters

Q: I have registered for the course on the website. How do I know my registration application is confirmed?

A: You will receive a confirmation email from us once your registration has been confirmed within 3 working days.

Q: I want to cancel my registration. Can I get a refund for my course?

A: Please note that if you decide to withdraw from the class, you will have to inform us at least 3 working days before the course start date.

Subsequently, requests for course fee refunds also must be made at least 3 working days before the course start date. Any requests received less than 3 working days before the course starts will be subjected to approval on a case-by-case basis.

 Once you have attended the course for at least one full day, course fees are non-refundable.


Funding and Payment Matters

Q: How do I go about making payment for my course?

A: You are encouraged to come down to our center at least 2 working days before class start date to make the necessary payment as well as to show documentary evidence if you are applying for SSG funding.

Q: What payment modes does KnowledgeTree accept?

A: Currently, we only accept payment by SkillsFuture Credit or cash.

Q: How do I know what kind of funding am I eligible for?

A: Singapore Citizens and Singapore Permanent residents are eligible to receive training subsidies by SkillsFuture Singapore depending on your age and income level.

For self-sponsored individuals, you may find out more on the schemes available for you here: http://www.ssg.gov.sg/programmes-and-initiatives/training-grants/self-sponsored-training-for-individuals.html

For company-sponsored training, please refer to: http://www.ssg.gov.sg/programmes-and-initiatives/funding/funding-for-employer-based-training.html


Course and Class Matters

Q: Can I defer my class to a later date if I am unable to come for my scheduled class? 

A: You may send in an email request to registration@ktree.com.sg or come down to our training centre in person at least 3 working days before the class start date to inform us of your deferment. The new date for your class is subject to availability of seats of our scheduled classes.

Q: I have a night shift the day before class starts. Can I come in to class late?

A: Learners are expected to report punctually for classes at 8.30am.

Latecomers may be asked to attend the class at a later date if they are found to be late with no valid reason. Only medical emergencies involving the learner or the learner’s immediate family will be considered as a valid reason for late coming. In such a case, documentary evidence is required to be submitted.

Latecomers will not be allowed to sit for the assessment if they do not clock a minimum 75% of the required training hours.

Q: I want to join the security industry as a Security Officer. What courses do I need to take and are there any basic requirements to meet?

A: There are no specific requirements for new entrants to the security industry. Interested applicants should be able to converse and write in English.

Singapore Citizens and Singapore PRs should not have existing criminal records and should not be declared a bankrupt. Malaysians must apply for the Certificate of Good Conduct before being eligible to apply for a security license.

All interested applicants must apply for a license with the Singapore Police Force here: https://www.police.gov.sg/e-services/apply/licenses-and-permits/private-security-industry/security-officer-licence/application-matters

Once your license application has been approved, you will have to clear 2 modules before you can obtain your security license card. The 2 modules, to be completed in order, are as per below:

  1. WSQ SE-SO-103C-0 - Provide Guard and Patrol Services
  2. WSQ SE-SO-102C-1 - Handle Security Incidents and Services

Q: What courses do I need to take to become a Senior Security Officer (SSO)?

A: You have to clear the following two compulsory modules:

1. WSQ SE-SO-108E-1 - Manage Disorderly Conduct and Threatening Behaviour

2. WSQ SE-SO-114E-1 - Operate Basic Security Equipment

Q: What courses do I need to take to become a Security Supervisor (SS)?

A: You will have to clear a total of three compulsory modules:

1. WSQ SE-SO-301C-0 - SUPERVISE SECURITY OFFICERS (Mandatory to be completed)

and any two of the following courses:

2. WSQ SE-SO-302C-1- Assess and Address Security RisksAssess and Address Security Risks
3. WSQ SE-SO-305C-0 - Induct Security Personnel
4. WSQ Perform Supervisory Duties Within Legal Framework


Assessment Matters

Q: I am not ready to sit for the assessment. Am I allowed to postpone my assessment to a later date?

A: Yes, you may postpone your assessment depending on the class and assessment slot availability. You may postpone your assesment up to a maximum of 4 weeks later. Charges may apply should you wish to continue taking the assessment beyond 4 weeks after you have completed your training. Exceptions may be considered on a case-by-case basis. In such a case, you must inform us and submit a request in writing.

If you decide to postpone your assessment, we strongly encourage you to attend the full duration of the course again as a refresher training at no additional cost. Otherwise, you must attend on the last day of an existing class for us to allow you to sit for the assessment. You will not be registered for the assessment if you fail to do so.

Q: I missed my assessment as I fell sick on the day of assessment. Can I take the assessment on a different date?

A: If you miss your assessment due to illness or a medical condition, you must send a copy of your MC or doctor’s letter to us that clearly states that you were unwell on the day of the assessment. All documents must be submitted to registration@ktree.com.sg within 3 working days of your original assessment date. Otherwise, you will be charged $75 or $140 to retake your assessments depending on the course that you registered for.

Similar to a postponed assessment, we strongly encourage you to attend the full duration of the course again as a refresher training at no additional cost. Otherwise, you must attend on the last day of an existing class for us to allow you to sit for the assessment. You will not be registered for the assessment if you fail to do so.

Q: I have successfuly completed and passed my assessment at KnowledgeTree. When will I receive my Statement of Attainment (SOA) certification?

A: You will be notified by SkillsFuture Singapore (SSG) , either via email or SMS, within 14 days of completing your assessment successfully that your E-certificate is ready for printing. You may print the first copy of your certificate at our centre at no cost once you have received SSG's notification. Subsequent reprints may be charged accordingly.

Q: What do I do if I want to appeal against my "Not Yet Competent" result after an assessment?

A: For assessments conducted by POLWEL:

1. Candidate has to inform KnowledgeTree in writing within 7 days of the assessment date and pay the appeal fee as charged by POLWEL. The completed appeal application form together with the corresponding appeal fee payment must reach POLWEL AAO within 7 working days from the date of assessment. 

2. POLWEL will then decide on the outcome of the appeal after an audit of the candidate's assessment

3. POLWEL will then update KnowledgeTree on the outcome of the appeal, after which the candidate will be informed by KnowledgeTree

For assessments conducted by KnowledgeTree:

1. Candidate has the right to appeal within 14 days of the assessment in writing to KnowledgeTree together with any appropriate fee

2. A record of the appeal and any subsequent actions and findings will be made

3. An Assessor Panel, excluding the Assessor involved in the candidate's assessment will be appointed by the Managing Director of KnowledgeTree to review the assessment process and evidence collected. The Assessor Panel is made up of the Managing Director, Training Manager and an independent assessor.

4. Applicant will be informed in writing within 14 working days of receipt of the candidate's completed appeal form

5. The decision of the Assesor Panel is final