Delfin Policies

In Delfin, we are passionate about ensuring that our students have the most enjoyable and educational time as possible. 

A. Feedback and Internal Quality Assurance

Teachers hold monthly assessments with students in order to deal with any specific academic problems, to advise on future objectives and learning outcomes and to obtain feedback. A record of the student’s progress is kept on our database. If students move to a different class, all documentation concerning test results and tutorials are then given to the next teacher.

Internal CPD (Continuing Professional Development) sessions for teachers are held regularly in the form of workshops and seminars led by Academic Managers, and teachers are frequently notified of external upcoming CPD events. Delfin is also an Institute member of ELT Ireland, which organises free CPD events for member institutes across the country.

Additional to this, weekly student feedback sessions are carried out by members of the management team to ensure that a consistent level of satisfaction and quality is being achieved. These feedback sessions include New Starters, Mid-course and Finisher students and cover all areas including academic, administrative and accommodation provision.

B. Cancellations and Refund Policy

All cancellations and terminations must be made in writing to the General Manager of Delfin English School. 

Delfin English School’s Cancellation and Refunds Policy is as follows:

·         Bookings may be cancelled up to 2 weeks prior to commencement of course with a €75 administration penalty. Where accommodation has been booked an additional €95 penalty applies.

·         For cancellations 1 to 7 days before the course begins, 50% of the full amount will be refunded (minimum cancellation fee is €75). 

·         There is NO refund for any cancellation once the course has commenced. This includes late arrival, early departure, or days missed during the course. 

·         At least 24 hours is required to cancel an individual lesson without cost. Lessons cancelled with less than 24 hours’ notice will be charged at the full price of the lesson. 

·         A fee of €200 applies to cancellations due to visa refusal (visa refusal documentation required for refunds). 

·         All accommodation cancellations after arrival are non-refundable. The same applies if you have to shorten your stay – payment is non-refundable. No shows, failure to arrive or postponement incurs charges in full from the booking date

When applicable, Delfin will endeavour to complete all approved refunds within one month of approval of cancellation.

C. Attendance and Punctuality

1.     Class attendance is taken daily in all classes by the teacher in both the first half (90 minutes) and second half (90 minutes) of the class to ensure full attendance of all students and students are fully aware of this. This includes all classes for EEA and non-EEA students. This is recorded on a class sheet printed from our CRM system.

2.     Attendance is also taken by the teacher in both the first half (90 minutes) and second half (90 minutes) of the class to ensure full attendance of all students and students are fully aware of this.

3.     The attendance is put into our CRM attendance module every Friday.

4.     All students are requested to be punctual to class – any students arriving more than 15 minutes late for the class are not permitted to enter until the break and miss half attendance for that day. Students are not permitted to leave early from the class, this is not tolerated. If a student arrives to class more than 15 minutes late, or leaves more than 15 minutes before the end of class, they will lose attendance for that segment of the class.

Non-EEA, visa requiring students must consistently have 85% attendance or more. If a visa student is transferring from another institution they must provide a letter stating that they attended 85% or more during their previous course. Delfin strives to have all students’ complete full attendance on all courses.

All students’ attendance is displayed on their end-of-course certificate.

Overall responsibility will sit with the Director of Studies, who will make sure the process is completed and that all procedures are adhered to.

D. Recording of Student Attendance

Attendance is extremely important to Delfin English School. We monitor attendance for all EEA and non-EEA students in the same way

Attendance is monitored daily and recorded using the Student Attendance function in our CRM. 

The process gives us clear results of the following for each individual student;

-       Total scheduled enrolment hours for each course

-       Total actual enrolment hours – to allow entry of attended hours weekly in a quick and effective manner

-       Overview and reporting of the attended hours of the student

-       Enrolment % attained – provides reports to show students failing to reach attendance percentages (e.g. less than 85%) for any given period

-       Allows resulting percentages to be included in documents e.g. certificates

E. Absenteeism and Cancellation

1.     Delfin carries out an attendance audit on a monthly basis in order to correctly track and enforce its attendance policy. Students receive a 1st, 2nd and 3rd warning based on the level of their attendance, if below the required 85%.

2.     If attendance drops below 85% an official email is sent to the student from the Academic Manager informing them of the severity of the absence and to request a meeting to discuss this

3.     Students are then closely monitored on a monthly basis and improved attendance is documented

4.     If long-term absences continue after final warning (without a legitimate reason such as sickness or a family bereavement) students may have their courses cancelled. We then report this to the GNIB in the next communication

5.     If a student finishes their course early we also report this to GNIB in the next communication

6.     All attendance percentage will be recorded and displayed on each student certificate

7.     Attendance reports are created through Infospeed and checked thoroughly on a monthly basis by an Academic Manager and attendance is treated with upmost importance

F. Sick Leave

Everyone gets sick from time to time and Delfin understands this.

If you are sick and will be absent from class, you must send an email, on the first day of your absence, to info@delfin.ie informing Delfin of your absence and another email each day after this. We advise all students to visit a doctor and get a certificate when they are sick. Students will be marked absent from class until they are able to return.

G. Holidays

Holidays must be requested by email 2 weeks before the first day of the holiday.

If you need to take a break from your studies you must plan in advance. Due to the new Irish immigration rules, non-EEA students must arrange and book their holidays period from class during the enrolment process and are not permitted to take holidays within the first 8 weeks of their arrival. When requesting holidays, students may only request a maximum of 1/3 of the time they have already spent in class. (e.g. a student who has studied for 12 weeks may request a maximum of 4 weeks of holidays). Unscheduled holidays will only be granted in exceptional circumstances such as documented illness or family bereavement, or other critical situations. Please come and talk to a Delfin staff member if you need an unscheduled holiday. All requests will be referred to the Student Enrolment manager who will make a decision within 2 days.

Students will be informed of school closure dates during the enrolment process and this information will also be given to them on their first day.

H. School Dates & Ireland Bank Holidays

Ireland has 9 Public Holiday days per year when the school will be closed and there will be no classes. The school may close for Christmas or other holidays.

January 1st                      New Year’s Day

March 17th                      St Patrick’s Day

April                                Easter Monday (This date changes each year – early April)

May                                 First Monday of May

June                                 First Monday of June

August                             First Monday of August

October                            Last Monday of October

December 25th                Christmas Day*

December 26th                St Stephen’s Day*

December 27th               Christmas Day in lieu

To confirm the exact days please visit: www.officeholidays.com/countries/ireland/

*Please note that the school will also close for a period of Christmas. These dates vary from year to year and will be communicated at the time of enrolment.

I. Behaviour and Complaints

Any Harassment, including but not limited to, sexual, racial or religious, towards teachers, staff, and host families or other students will not be tolerated in anyway.

Physical or mental abuse towards teachers, staff, host families or students will also not be tolerated.

If any of the above behaviour occurs then this can lead to immediate expulsion both from the course and accommodation.

If you have a complaint, please report this to reception and a manager will be notified immediately. We will endeavour to rectify the situation if it is within our capability.

J. Complaints and Grievances Procedure

Do you have a problem or something that bothers you at Delfin?  Don’t take it home with you; we are here to help. During your first week, you will meet with a member of staff to discuss how your course is and if there are any issues that we can help resolve.  Always, at any time, you can talk to a member of staff.

At the end of your course you will also be asked to complete a questionnaire. This will monitor your satisfaction level and help us to improve.

All formal complaints must be made in writing by email which must be sent to the General Manager. The student must provide in the email all relevant details of the complaint including the name of the individual or service about which the complaint is being made, dates, times, witnesses and circumstances of the event(s) being complained of and should also describe any previous attempts at resolution. Finally, the student may wish to suggest what reasonable steps he/she thinks could be taken to resolve the complaint.

In order to ensure that complaints can be dealt with efficiently and quickly they should normally be made within one week of the relevant event and, in any case, no later than two weeks after the event.

The General Manager will issue a written acknowledgement of receipt of the complaint normally within 5 working days. The General Manger will conduct such investigations, including possibly meeting with the student and/or the respondent, and seek such further information as it requires and deems fit to determine a resolution to the matter being complained of.

A written recommendation on how the matter can be/has been resolved will be sent to the complainant. The response will normally be issued within 30 days.

Appeals must be made in writing directly to the Managing Director within 5 days.

Any complaints that the complainant feels have not been satisfactorily resolved by the school may be passed on to QQI.

K. End of Programme Exam Entry and Recording of Grades received

1. All non-EEA students attending a 25 week course in Delfin English school for the purposes of obtaining a work-study Visa must complete a recognised external exam before the end of their course. Delfin will provide exam preparation courses for Cambridge and IELTS exams and students must choose and pay for an exam before their enrolment with Delfin is complete.

All students must sign an agreement stating that they will take an exam as required and this will be supplied to the student as part of the enrolment process.

Delfin will subsequently enrol the student for their exam, the results of which will be communicated to Delfin and to the student for the purposes of record keeping. Responsibility for this process sits with the Academic Manager of Delfin who can be contacted on info@delfin.ie or 01-8722037.

All results and grades received by Delfin will be available for inspection by students, INIS and other relevant personnel and bodies.

2. Awards: All programmes include preparation for one of the Cambridge English exams, or the IELTS exam. Please note that courses at Delfin English School are not on the NFQ (National Framework of Qualifications) and students who complete a course at Delfin Dublin do not receive an NFQ award.

L. Admissions Criteria for Programmes

Delfin operates strict admissions policies for its programmes. All non-EEA must choose and pay for a recognised exam before completing their enrolment with Delfin. Due to this, students must pass the placement exam for each course.

Delfin operates a free online test located at https://www.delfinschool.com/en/dublin/free-test/

The following are the minimum entry level requirements for each exam preparation course:

·         Cambridge – A1

·         IELTS – A2

If a student does not reach the minimum required level for entry to a course, that student will be offered an alternative programme which is more suitable to their level.

Please be aware that students can only renew their course with Delfin at a higher level than that which they finished in their previous school.

M. Medical Insurance

As medical insurance is a necessary requirement to obtain a work-study Visa in Ireland, Delfin offers the option of a comprehensive medical insurance to its non-EEA students. A full copy of the insurance policy is given to the student on their arrival and can be supplied to them before this is necessary. The insurance supplied will cover the student throughout the term of their Visa.

N. Learner Protection

As Delfin is a recognised member of MEI, Delfin students will benefit from the protection of Learner Protection. In the event that an MEI school ceases trading, all student courses which have not been completed will be accommodated in another MEI school.

O. Delfin Emergency Contact

When a student enrols with Delfin, they will be supplied with all contact details of the school, along with emergency contact numbers for use in emergency situations outside of office hours. A Delfin member of staff is available on this number 24 hours of the day, 365 days a year.

P. Detailed Calendar of all programmes on its website

Course

Hours

Days

Class Time

Public Holidays

General English Morning

15

Mon-Fri

09.10 - 12.25

January 1st - New Year’s Day

General English Afternoon

15

Mon-Fri

13.45 - 17.00

March 17th  - St Patrick’s Day

General English Plus Morning

20

Mon-Fri

09.10 - 13.35

April - Easter Monday

General English Plus Afternoon

20

Mon-Fri

12.35 - 17.00

May - First Monday of May

General English Intensive

30

Mon-Fri

09.10 - 17.00

June - First Monday of June

Exam Prep - IETLS/Cambridge/TIE

15

Mon-Fri

09.10 - 12.25 / 13.45 - 17.00

August - First Monday of August

General English Part Time 9

9

Mon/Weds/Fri

09.10 - 12.25 / 13.45 - 17.00

October - Last Monday of October

General English Part Time 6

6

Tues/Thurs

09.10 - 12.25 / 13.45 - 17.00

December 25th - Christmas Day

*Please note that Delfin will close for Christmas from 19th December 2016 to 2nd January 2017

*Please note that students can begin a new course in Delfin each week, regardless of level of Exam chosen