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Die Bedingungen sind nur in englischer Sprache verfügbar. Der erste Abschnitt wurde nur übersetzt, um sicherzustellen, dass der Schüler versteht, dass unsere Bedingungen und Bestimmungen in englischer Sprache vorliegen. Bei Nichtzustimmung bitten wir Sie, die Website zu verlassen und weder die Website noch unsere Bildungsangebote zu nutzen, noch die von uns angebotenen Dienstleistungen in Anspruch zu nehmen

Letzte Aktualisierung: 01.10.2023

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KHDA ist die Bildungsqualitätssicherungs- und Regulierungsbehörde der Regierung von Dubai

Kommerzielle Behörde: Dubai Economic Department – DED-Handelslizenz Nr. 1196747

Bedingungen & Bedingungen

Willkommen auf unserer Webseite. Bitte lesen Sie diese Bedingungen und Konditionen. Lesen Sie diese Bedingungen sorgfältig durch, bevor Sie unsere Website oder Dienste nutzen.

1. Annahme der Bedingungen & Bedingungen Durch die Nutzung unserer Website oder Dienste erklären Sie sich mit der Einhaltung dieser Allgemeinen Geschäftsbedingungen einverstanden. Bedingungen vollständig. Wenn Sie mit irgendeinem Teil dieser Bedingungen nicht einverstanden sind, empfehlen wir Ihnen, unsere Website oder Dienste nicht zu nutzen.

2. Änderung der Bedingungen und Konditionen Bedingungen Wir behalten uns das Recht vor, diese Allgemeinen Geschäftsbedingungen zu ändern. Bedingungen jederzeit. Sie sollten diese Bedingungen regelmäßig überprüfen, um sicherzustellen, dass sie der aktuellsten Version entsprechen.

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4. Vertraulichkeit der Informationen Wir verpflichten uns, die Vertraulichkeit der persönlichen Daten, die Sie uns zur Verfügung stellen, zu schützen. Bitte lesen Sie unsere Datenschutzrichtlinie, um zu verstehen, wie personenbezogene Daten erfasst und verwendet werden.

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6. Anwendbares Recht und Gerichtsstand Diese Bedingungen & Die Bedingungen unterliegen den Gesetzen des Landes der Muttergesellschaft und alle Streitigkeiten unterliegen der Gerichtsbarkeit der Gerichte in der Stadt und im Land der Muttergesellschaft.

7. Kontaktieren Sie uns Wenn Sie Fragen oder Anfragen zu diesen Bedingungen und Konditionen haben. Konditionen erreichen Sie uns unter Kontakt.

Part 1 ISB general Students Handbook

How to use this Handbook

This Handbook has been designed to help you settle into life at ISB Dubai with greater ease, as well as to show you the impressive range of support services available to ISB Dubai’s students and provide a comprehensive guide to any questions you may have about student life. The booklet informs you about these support services and offers practical advice and information on a wide range of subjects.
This Handbook is just a starting point for a lot of the information contained in it and has been designed for use in conjunction with other resources such as ISB Dubai’s website. This handy booklet will help guide you through your first days at ISB Dubai. Make sure you read it carefully so you are prepared with the correct documents to make the enrolment process hassle-free. 
During your first few weeks you will find yourself referring to the Handbook frequently as you orientate yourself at ISB Dubai, but it will also be of use in the longer term as it provides information and advice on a comprehensive array of topics.
Welcome Message

Faith, unity and discipline are the key to success
"We are different and you are different"

It is our pleasure to welcome you to ISB Dubai. You are now part of an incredible team of leading staff, faculty, students, and alumni who make this a dynamic, modern educational institution.
ISB is a dynamic and vibrant community made up of many people from around the world. Located in the heart of cosmopolitan and multicultural United Arab Emirates, in Dubai. we embrace diversity and we are proud in helping students to become citizens of the world. pride ourselves in helping our students become citizens of the world. Our values of academic freedom, social responsibility, accessible education, and collegial self-governance are deep-rooted and guide us.
At ISB, we value our employees and are especially committed to providing them with the support and resources they need to succeed. Our programs are designed to help you establish a positive career path from the outset, so that you can challenge yourself and reach your maximum potential.
You have joined or are considering joining the ISB at an exciting time. We are experiencing renewal and growth with transformations happening across our campus. Fundamental to this success is the bold vision, priorities, and objectives for your future and you will find that our programs will challenge you in the best ways and help you achieve the career of your dreams.
ISB has great strengths and even greater potential, and we are thrilled that you are part of it.
ISB Administration team    

2. Academic Issues
2.1 Enrolment

2.1.A. For on Campus students:

When you arrive at ISB Dubai, you will be welcomed to the campus during our Enrolment Day. Enrolment is the administrative process you will attend when you first arrive at the Institution, and it will involve registering for classes, settling any outstanding fees, and collecting books (if applicable) and timetables. It is also an opportunity for you to meet academic and administrative staff, to get a letter for opening a bank account, apply for your student discount card, a letter to register with your local GP and much more. 

2.1.B. for Online students:

For Online students we have in the beginning an Orientation DAY, during the Orientation we show you how to login to our Library and External Libraries, how to login to ISB email… etc. and We try to answer all your questions.

2.2 Registration with the partner Body 

Registration with the relevant partner body might be mandatory, this will be decided always by ISB Quality team based on the wishes of majority of the students and / or recommendation from quality assurance bodies. In case of cancelation of the dual/joint program during the study, the student might be moved into another program (fees may vary) or get partial refund of the specific additional payment which is required for the dual award/ joint program based on individual policy which vary between different partner bodies. 

2.3. Know your Subjects 

It is very important that you know well about the subjects you will study. It is very important that you have the knowledge of the subjects you will study. Please make sure you know the following details beforehand:
•    Subject-name
•    Number of core and optional subjects (if any)
•    Name of the lecturer teaching a particular subject

2.4 Class Timetable

Class will help you avoid any clash between your lectures and other commitments. It is strongly recommended that you do not get involved with other commitments when your course or term time is going on. 

2.5 Know your Lecturers  

The most important thing is that you must know who your lecturers are. They are the people who will be helping you throughout your academic life in ISB Dubai. It is recommended that right from the beginning of your course you must know who your lectures are. You must know the following things:
•    Name of the Lecturer
•    The Subject taken by the Lecturer
•    Day and Time of the Lecturer’s Class

2.6 Academic Obligations

All information (books, materials, lectures, notice...etc.) belong to ISB and the students have right only to use them for their study during their study time at ISB. They have no right to forward them, publish them, sell them or do anything else for any reason without permission of ISB quality committee. The permission should be signed from the head of the Committee.
Any student breaks this rule, put him/herself under legal and/or financial responsibility. 

Administrative Issues
3.1 Paying your Fees

You can pay your fees usually via bank transfer or online payment, however in special cases another payment methods might be considered. If you are experiencing financial difficulties, which prevent you from paying your fees duly, you may talk to one of the Institution’s administrative staff or the financial Department.  
Please note that you may pay your tuition fees in a single payment at the time of enrolment or by installments. 
Single Payment: Single payment should be made up to 30 days before the course start date (For those who got early payment scholarship, should be paid within the given period in the Letter of Acceptance). 
Payment by Instalments: 
The students should pay the semester fee before its starts, however in special cases, there might be allowance for installment, here are some options has been given to some students. 
1.    2 installments (50% before starting, 50% within 3 months) 
2.    3-4 installments (400 AED PLUS for each payment as administrative charge including the first payment) at least 30% before starting. Payment should be done before the semester exams date.
For extending the deadline you should get a confirmation before the start of your study by sending a specific request for the extension with payment plan. 
The following conditions will apply to you if you pay by instalments:
•    You must continue to pay your installment until the full balance of the course fee is paid in full. 
•    A facility to pay by installments may be withdrawn or charged an interest from you if you who fail to meet installment deadlines promptly.
•    Payment by installments should be approved prior to the start of the semester which you wish to pay in installments.
•    All payments should be done before the final exam.
3.2 Institution Letters

As a student, you may require all or one of the following letters issued by the Institution:
•    Bank letter, (To open a bank account) (only for on campus students)
•    G P letter, (To register at a surgery to obtain basic medical facilities) (only for on campus students)
•    Other relevant letters

Depending on the type of letter, you must let us allow 3–5 working days to process the letters. Please note that you must fill in the relevant form in order to obtain the letter. In special cases we may accept e-mails in order to prepare the letter for you. 

3.3 Student ID Card 

All ISB Students for programs lasting longer than 3 months will get for free of charge student cards by applying within 2 weeks from beginning of their study (valid only for students who paid at least 50% from their study fee). 
For on campus students: Student without a Student ID Card will not be allowed to attend lectures or and to use any facilities.  The ID card proves your status as a student of ISB Dubai. You must, always, keep your ID card with you whenever you enter the Institution premises. 

3.4. Grading system

Students need to have minimum of 51% to pass. 
ISB follows a grading system which is merging between the Swiss norm of grading and the British educational grading. By merging both standards the which results in passing threshold of 51% which is as well used in most international institutions which is specified as the following:
Percentage    Letter Grade    English translation
91% - 100%    A    Exceptional
81% - 90%    B    Excellent
71% - 80%    C    Very good
61% - 70%    D    Good
51% - 60%    E    Sufficient - Lowest passing grade
0% - 50%    F    Insufficient - Failing grade
Pass (no % given)    P    Subject has no grading, either pass or fail
Result Withheld    RW    Results Withheld due to some reasons
Exemption    Exp.    Transferred from another institution

4. Academic Support
4.1 Induction Pack 

Induction Pack has been designed to provide all the necessary information to the students. All information relating to academic and administrative matter is provided in the Induction Pack. This helps you understand the following things: 
•    Course Details 
•    Relevant details relating to academic matters 
•    Administration process outline 
•    Guide to apply for letters and other facilities  

4.2 Lectures

In ISB Dubai one of the most important methods of course delivery is the lecture where a lecturer addresses students face to face. Your lecturer will make you well acquainted with all the topics of a particular subject and you are highly encouraged to participate in the discussion to clarify any issue that you do not well comprehend.
For online students, you have live classes where the lectures are delivered screen to screen and we try to record most of them and upload them on our library and you can watch them any time you want during your study period again and again.

4.3 Lecture Handouts

The lecture handout is designed to give suggestive approach as to the study of a particular topic. The lecturers of ISB Dubai are required to distribute handouts to students in order to make the topic easy to be understood by the students.  to make the taught topic easy to understand.  However, you should make sure that you consult all the recommended books on top of the lecture handouts.
*You can eventually consult other resources by yourself but you must be sure that they are in consistency with the subject of your topic.

4.4 List & Guide of Essential & Additional Reading

There are lots of books in the market for each of the subjects and it is not possible for new students to actually understand what to read or not to read. Most importantly the students cannot decide which book to read to meet the standard of the level they are studying. In such a case students need guideline from the academics. ISB Dubai’s lecturers provide a list of academic textbooks that are recommended as essential reading. They also recommend another list of books as additional reading. 
You are strongly advised to read and focus on the essential reading list. The additional readings have been recommended to help you learn more and get support to your essential understanding of the topic. 

4.5 Module Tutor

The Module Tutor is responsible for preparing and delivering a program of study for each module. He/she is a model of excellence for the students.
The Module Tutor will guide you through the subject he/she has been entrusted with. You will be ensured by the Module Tutor that you are going through the whole curriculum properly. If you have any problems or concerns regarding your studies, you can consult your Module Tutor without any hesitation.
4.6 Course Co-ordinator

There is a Course Co-ordinator for each course administered by the ISB Dubai. The Course Co-ordinator deals with overall management of the academic affairs of the relevant discipline and acts as a course leader. He/she is responsible for ensuring that lesson plans and practical activities are relevant and appropriate. He/she conducts teaching observations on request by the Academic Head or as part of the Institution's observation policy; gives feedback and leads on where the quality of teaching needs to improve; and suggests development activities etc. You can consult your Course Co-coordinator for any of your academic matters, however you need to book an appointment with him/her. The Course Co-ordinator are usually members of the students Welfare team.
4.7 Academic Head

The Academic Head leads the Institution in the development and implementation of its academic quality assurance and enhancement strategies and procedures. He/she is responsible for ensuring that the academic sessions of the Institution run smoothly. He/she is also responsible for advising and contributing to the development of the Institution’s programmes. You can consult the Academic for any of your academic matters especially if you have any serious problems in making progress, however you need to book an appointment with him/her.

4.8 Revision (individual) Lectures

When all lectures are finished, you need to understand the style of questions and effective ways to give answer to those questions. Although you may have full realization of the topic, however, you may not be able to do well in the examinations, if you do not know how to answer effectively or to the satisfaction of the examiners. 
We have seen that although students have taken better preparation, they fail to achieve good results because of lack of understanding of examinations techniques. ISB Dubai is keen to provide revision individual lectures to prepare you to explain essential techniques of examinations. Please note that those lectures might be for additional fee.

4.9 Academic Feedback

ISB Dubai is very much keen to prepare the students for the final examinations. To prepare the students properly the lecturers provide feedbacks, written and oral. The feedbacks actually provide details of strengths, weaknesses of the students and also provide ways to improve the weaknesses. 
The feedback also provides guideline to continuously develop their skills and analytical ability in dealing with problems as posed by the questions. The purpose of feedback is not to show the students what their difficulties are, but to show what they need to do to develop in case of any difficulties.  

4.10 Examinations & Assessments 

4.10. A. ISB award: The complete Examinations processes are arranged by ISB. It is essential that you consult your Course Co-ordinator thoroughly about your examination entry and collect any forms promptly when requested to do so by the Admin Office.
ISB examinations are held online or at ISB. You your examination scripts will be corrected and marked from your lecturers and then we will publish your results on the online Library or sent or said to you, depends on your program

4.10.B. For double/joint award or Centers: Examinations are either arranged by the Awarding Bodies, with the entry process being arranged by the Institution or are arranged by ISB, depending on the program. It is essential that you consult your Course Co-ordinator thoroughly about your examination entry and collect any forms promptly when requested to do so by the Admin Office.
Awarding Bodies’ examinations are held either in their allocated locations or at ISB. Sometimes the awarding bodies will assess your examination scripts; publish your results and let you know directly or through the Institution according to their own principles and policies or sometimes are held at ISB.

4.11 Brief Guide to Make Effective Plan of Your Studies 

ISB Dubai strongly advises that you prepare your own study plan. This will help you make the appropriate level of preparation for the examinations. The planning depends on your personal circumstances and commitments that you currently have. However, we can give you some suggestions which we believe will immensely help you make an effective plan. 
•    Know your route. 
•    Know your syllabuses. 
•    Know the dates of your examinations. 
•    Calculate weeks that you have to finish your syllabuses. 
•    Assess how much you have to study a week to keep pace with your syllabuses.
•    Assess the levels and urgency of your commitments. 
•    Make a priority list as per your existing commitments. 
•    Now try to fix the time that you can allocate for your studies. 
•    Prepare the timetable for your studies. 
•    Stick to your timetable till the examinations take place. 

5. Academic Obligations
5.1 Attending Lectures 

Per ISB Dubai Attendance Policy, students must attend a minimum of 80% of their whole course of study.

1.    If a student is absent in 3 (three) expected contacts days and that absence is not excused, he/she will be given a warning by E-mail/Telephone.
2.    Students who have been absent for 6(six) expected contacts days will be issued with a written warning stating that the student will be expelled from the Institution if he misses 10 (ten) expected contacts days. If the student is absent for 10 (ten) expected contacts, he/she will be terminated from the Institution.
3.    Finally, for on campus students who obtained study visa, the Institution will also notify the Border Agency immediately of the student’s failure to comply with the Attendance Regulations.

For more information about student attendance, please refer to our ‘Procedures for Recording and Monitoring Students’ Attendance’.

5.2 Absence of Teacher 

It is important to know that if a lecture is suspended due to a lecturer’s absence as a result of any emergency circumstance e.g. accident, illness etc, cover-up lectures will be provided for you and you will be notified about it duly. 

5.3 Punctuality

The Institution believes that being late for classes is not only detrimental to the academic process of the late comer, but also disruptive for the entire class. A student can be marked as absent if he/she arrives for class more than 20 minutes after the start or leaves the class more than 20 minutes before the end. 
5.4 Going Ahead with your Lectures

Students are strongly advised to maintain consistency with the class lectures. You must follow the lectures in the class and be prepared for the lessons when you attend each class. This in fact helps you follow your next lectures. Do not keep your homework pending until the last minute. This is extremely dangerous for any student. Please try and avoid all attitudes that in the end jeopardize your academic life. 
Going ahead with your lectures means following step-by-step, the process set out below: 
1st Step:     Listen to your Lectures carefully, and take full lecture notes 
2nd Step:     Read your notes after the lecture 
3rd Step:     Identify any point you do not understand
4th Step:     Take an active part in the next lecture or seminar 
5th Step:     Correct your misunderstandings in that seminar or class
6th Step:     Prepare additional notes for your better understanding and exams.
7th Step:     Book individual hours if needed.

5.5 Submitting Coursework/Assignment
You must submit all the coursework/assignments in due time. One of the main purposes of assignments is to assess your understanding of a subject area. They also serve other intellectual purposes: 
•    To organize your thinking. 
•    To bring a wide range of material to bear on a given problem or issue. 
•    To respond critically and with your own ideas to the issue. 
•    To select and use information to support an argument. 
•    To present this argument in a clearly structured and literate way. 
Please note that failure to submit your assignments in due time may result in an unsatisfactory progress in the final assessment.

5.6 Filling in the Examination Entry Form 

Students must be aware that there will be mostly written and/or verbal examinations at the end of the course. The length and the form of the examinations vary between levels, specializations and cohorts. 
However, the first task, at this stage, for you is that you must fill in the relevant Examination Entry Form if applicable. Without filling the Examination Entry Form, you will not be able to appear in the examination.  Therefore, our advice to you is – fill in the forms and pay for the examinations entry if it is required. 

5.7 Academic Progress
You are required to make overall significant progress in order to achieve your goal; enhance your career prospect and comply with the regulations of the immigration department (for on campus visa students). You are permitted to proceed with your approved course of study only if you maintain satisfactory progress as evidenced by attendance at classes, satisfactory performance in examinations and the proper completion of such other work/task as may be allotted to you. Please note that if your progress is unsatisfactory, you will be given extra care and support and other relevant remedial measures to help you make progress which may lead to additional fees. At the same time, you will be warned about the consequences you might face due to your unsatisfactory progress. If you persistently make unsatisfactory progress even after pursuing our remedial measures under a given a period of time, you may eventually be excluded from the Institution and your details will be reported to the immigration department (for on campus visa students) or might be published at ISB library.
ISB has the right to change the examination form and methods anytime and even for existing students if the accreditations or quality assurance required it.
You are strongly encouraged to contact your tutor who will be able to assist you should you have any queries regarding Academic Progress. 
You will get the information regarding the date and time of the exams from the students Welfare Officer. if you fail in the Examination we will assign for you another date for re-examination and if you fail in the Examination again we will assign for you the 3rd attempt, and if you fail in the 3rd attempt, you should repeat the course or you will be terminated from the Institution. For foreigner students on campus with student visa the Immigration departments will be notified immediately. 
5.8 Re-Sits & Retakes

You are expected to finish your intended course on time in accordance with the advised Institution course start and end dates. Each student is also expected to pass their examinations as per the Partner Institute/ISB Schedule. If you are unable to complete the course and pass the examinations, you will have to pay an additional fee in order to re-sit or re-take examinations in accordance with their specific guidelines. Students’ at ISB Dubai will only be allowed to re-sit examinations or repeat any part of their course up to two times per individual examination or module (total of three attempts). This lead to additional fee.

5.9 Mitigating Circumstances 

It is obvious that there are some circumstances that genuinely prohibit some students from performing well in their studies. Please find the circumstances below that will be considered in mitigation: 
•    Severe illness, 
•    Sudden accidents, 
•    Severe Parental illness, 
•    Severe illness of the husband/wife or own child, 

If you are faced with any of the above situations, you must immediately inform ISB Students affairs, you will then be advised to put in writing. However, there is no automatic guarantee that consideration will be given. Each case will be dealt with individually and on merit.

6. Administrative Support

6.1 Keeping Your Records Updated and Change of Address Notification 

6.1.A For on campus students: The Institution will keep all students’ passport pages, showing all personal details and used pages (including biometric details). The Institution will update these records as necessary. It is your responsibility to ensure that you notify the Institution immediately if there is any change in your contact details e.g. address, telephone number, mobile telephone number, or any other change in your personal circumstances. You can notify any changes by completing the Change of Details Form.

ISB does not accept any responsibility regarding your personal id documents neither your address etc. 

You must provide the details of your next of kin at the time of application and notify the Institution immediately should there be any change pertaining to your next of kin.

Your whereabouts is very important for us to know. We will from time to time be sending you letters and information in connection with your study with us such as attendance notification letter or other kind of letters. Obviously, we will not be able to communicate with you properly, if we do not have your exact address. So, make sure that you duly inform us about any change in your address. If you do not give us your up to date details, we will not be able to provide exact address details which will result the refusal of your application to bank, reference etc. and most importantly, failure to notify your current address to the Institution may even damage jeopardize your studentship at ISB Dubai.

6.1.B. For online students: The Institution will keep all students’ passport pages, showing all personal details this beside to all contact details. The Institution will update these records as necessary. It is your responsibility to ensure that you notify the Institution immediately if there is any change in your contact details e.g. address, telephone number, mobile telephone number, or any other change in your personal circumstances including nationality and Name changes. You can notify any changes by sending your new information to the students affairs and admission office.

You must provide the details of your next of kin at the time of application and notify the Institution immediately should there be any change pertaining to your next of kin. 

Your whereabouts is very important for us to know. We will from time to time be sending you letters and information in connection with your study with us such as attendance notification letter or other kind of letters. Obviously, we will not be able to communicate with you properly, if we do not have your updated email address. So, make sure that you duly inform us about any change in your personal email address. If you do not give us your up to date email address, we will not be able to provide exact address details which will result many negative things including your student status studentship at ISB Dubai.

6.2 Visa Issues (on campus students)

If you have any questions regarding visa issues please get in touch with the Administrative Support Team, or a student Support Officer who will be happy to help you in any way they can.  

6.3 Sickness Affecting Study Performance 

6.3.A. for on campus students: ISB Dubai understands that no human has control over illnesses. It is natural that students may suffer illness and therefore, students’ performances and attendance at lectures may severely be affected. In such circumstances the students must see a GP to get medical attention and treatment. The student who suffers illness must submit relevant documents in support of his or her illness.
The ISB Committee will decide about extra classes or extension of time to submit coursework or assignment, if any, or any other steps. The committee will communicate its decisions after due assessment of your case.    

6.3.B. for online students: ISB Dubai understands that no human has control over illnesses. It is natural that students may suffer illness and therefore, students’ performances and attendance at lectures may severely be affected. As the lectures will be recorded and uploaded into the online library of IBS, so most of the illnesses doesn’t affect the online study. 
The Committee of the Institution will decide about extension of time to submit coursework or assignment, if any, or any other steps. The committee will communicate its decisions after due assessment of your case.  For online students no extra classes will be discussed as the student can watch the recorded lectures, however the student may request individual hours if needed. The fee for the individual hours in such cases will be decided case by case.

7. Security

7.1 Identification Card (on campus students)

You will be issued with an ID Card which is valid for the program duration. You must carry it at all times whilst you are at the Institution and must present produce it when requested by a member of the Institution staff.  Failure to present produce your ID card may result in you being asked to leave the Institution premises. The card is also required for using ISB facilities and for sitting your exams.

7.2 Valuables 

As personal possessions are your own responsibility during your time at ISB Dubai, you are advised to ensure the security of those possessions. ISB Dubai also advise you to consider personal possession insurance that would also cover educational visits and work experience.

*Kindly note that ISB Dubai does not accept any responsibility regarding your personal possessions. 

8. Student Welfare Issues

8.1 Health and Safety (on campus students)

Everyone in the institution has a responsibility to those around them and to themselves in order to ensure that all of us remain safe in the institutional environment.  You are requested to go through the ‘Health and Safety Manual” of the Institution and know the arrangements provided by the Institution. 

Do not bring knives and other sharp implements into the Institution.  Do not misuse the Institution property or equipment.

8.2 Fire Drills (on campus students)

Make sure that you know where the fire exits are and how to use them. Do not tamper with fire alarms or fire extinguishers. The Institution will hold fire drills at regular intervals; make sure you know the procedures to follow.

8.3 Procedures in the Event of a Fire (on campus students)

On discovering a fire, activate the nearest fire alarm.

On hearing the fire alarm, leave the building immediately by the nearest available exit (including fire exit doors).  Lecturers are responsible for ensuring that the classroom in which they are teaching is evacuated.

Every student and staff must know the fire assembly point

On hearing fire at alarm, go to the fire assembly point at the front main gates. Do not re-enter the premises until you are told so by the controlling officer. 

8.4 Accidents & Incidents (on campus students)

If you see anything that could be of danger to anyone then report it immediately to a member of staff – do not try to deal with it yourself.
In the case of an accident or incident, contact the nearest member of staff or the Reception. Please ensure you are aware of the location of the ‘First Aid Boxes’, a member of staff will be able to help you with this. 

8.5 Smoking Policy (on campus students)

With regard to the health and comfort of all members of the Institution and its visitors, and to comply with recent Government Policy, smoking is only permitted in the designated areas.  Please note that smoking is completely prohibited inside the Institution premises.

8.6 First Aid (on campus students)

ISB Dubai has trained First Aiders who can be called if there is an injury.  Should you need assistance, please contact a member of staff, or Reception.

8.7 Health & Safety on your Program of Study (on campus students)

You will receive health and safety guidance related to your program of study as part of your induction. A full copy of the Health and Safety Policy by available in students Welfare Officer.  

8.8 General Counseling (on campus students)

ISB Dubai provides counseling services for the students who did not have success in their studies. This is an assistance provided to those students who have ability to follow the course but for some reasons they have failed to perform well. ISB Dubai faculty members usually hold meeting with the students and try to understand as to why the students have failed to maintain required level of progress. Once reason has been detected the counselors then provide advice and necessary supports, or give indication to academic personnel his required assistance, if it is purely an academic matter. 

8.9 Financial Advice 

ISB Dubai understands that you may experience financial difficulties and may not be responsible for such difficulties. In such cases ISB Dubai provides advice to you as how to manage your resources in terms of money to tackle the situation. 

8.10 ISB Dubai Student Union 

The ISB Dubai Student Union helps bridge the gap between the students and the lecturers and administrative personnel of ISB Dubai. It represents interests of the students and raises issues in relation to student welfare to the ISB Dubai Management. Members of the Student Union are elected by the students and the elected members usually serve the students for a term of 6 Months. We recommend that the students which will be elected to be in the student union to be either on Campus students or to be a person who doesn’t need a visa to enter to UAE, so that he/she can participate in important meetings which usually takes places in UAE. 

8.11 Social & Cultural Programs 

ISB Dubai is organizing social and cultural events in the campus. The purpose of such event is to allow you to learn and enjoy the beauty of different cultures. Students from different countries take part in such social and cultural events. In those programmes they present their cultural activities, thoughts, ideas & beliefs. However, you are advised not to advance any political or disputed doctrine in the name of presenting the cultural and social programme. 

8.12 Career Advice

Whilst studying at ISB Dubai it is important to start thinking about your future career. Career advice and guidance provided by the Institution is available to all the students. For more information on career advice, please contact the Student Support Service.
8.13 Accommodation Support (on campus students)

The Institution may be able to assist you in organising accommodation for the duration of your stay.  If you require any help in these matters please contact the Student Support Team.

8.14 Airport Pickup Services (on campus students)

Overseas students arriving in Dubai for the first time may wish to be met by the Institution Representative at the airport. If you would like to arrange this please contact the Institution well in advance of your arrival.  
Note: Please note that the Accommodation & Airport Pickup service will be arranged according to availability. It is neither a guaranteed nor a mandatory service provided by the Institution. In the event of ISB Dubai not being able to make suitable arrangements, students are advised to make their own arrangements for airport pickup and accommodation.

9. Concluding Remarks

We are dedicated to provide a better education to our students and with this view in mind we have concentrated on employing our resources to maximize the facilities so that our students can use them for their benefits. We will ensure that our students are satisfied with the standards of our lectures, resources, and facilities. Please note that we are always prepared to listen to your suggestions. If you have any suggestions that will improve our services and standards, please feel free to contact us. 

10. Other Important Issues

10.1 Equal Opportunity
ISB Dubai aims to promote equal opportunity for all and to ensure that no one is discriminated because of gender, race, ethnic origin, disability, nationality, colour, religion, political/religious beliefs, age, sexual orientation, marital status, or family responsibilities.

10.2 Data Protection
Next to its people, ISB Dubai regards information as its most important asset. Because of this, the Institution recognizes the importance of protecting its information assets and, in particular, the information relating to its staff, students and other individuals in whatever form that information is held. All data, whether held electronically or manually, are kept securely and not disclosed unlawfully. 

10.3 Disability Strategy

ISB Dubai is keen to consider all the potential students irrespective of their abilities in terms of physical and mental health.  For disabled students who cannot follow the course due to their disability, ISB Dubai will take the necessary steps to consider their application for admission. 
Please refer to the ‘Disability Strategy’ of the Institution for more information.

10.4 Disclaimer

This Handbook does not replace ISB Dubai’s regulations. All students will be required, as a condition of enrolment, to abide by and submit to the procedures of ISB Dubai which are amended from time to time.
Every effort has been made to ensure the accuracy of the information contained within this Handbook, but it is subject to alteration without notice. ISB Dubai will use all reasonable endeavors to deliver programs in accordance with the descriptions set out in this Handbook. However, ISB Dubai reserves the right to make variations to the contents or methods of delivery of programs, to discontinue programs and to merge or combine programs, if such action is reasonably considered to be necessary by ISB Dubai. If ISB Dubai discontinues any program it will use its reasonable endeavors to provide a suitable alternative program. 

11. Comments & Compliments

ISB Dubai aims to provide high quality education and services to everyone who studies at ISB, works and visits the Institution. Your views are important to ISB Dubai and we need you to tell us when a service is failing or something is not right. ISB Dubai would like to hear from you about services that you like and/or if you have an idea for any improvement or change to a service. 

12. ISB Exam Code of Conduct

The purpose of the Examination Code of Conduct is to create an ethical environment for examinations. Failure to abide by the Examination Code of Conduct can result in disciplinary action. 

Paper Based Assessment (PBA) and Computer Based Assessment (CBA)
During an examination, students:
•    are not allowed to talk to each other, exchange information of any kind, or engage in any activity that could result in the unfair advantage for one or more students before, during, or after the quiz or examination, while they are in or out of the classroom;
•    must leave all books and other aids in an inaccessible place (except for open-book quizzes or examinations); 
•    must leave as much space as possible between students (as much as the room allows); 
•    should try to ensure that their line of sight does not cause others to suspect them of cheating; 
•    must leave mobile phones and other electronic communication devices switched off 
•    having technical problems must report it to the invigilator.
•    must finish the Examination within the given time. 
•    should immediately collect examination printouts from the printing area. 
•    finishing their Examination must collate and staple all the printouts in the required order and then give it to the invigilator. 
•    must write their names on each sheet/printout. 

Obstruction of the Examination Honour Code Process
The ISB Dubai’s decision to adopt an honour system for examinations is a significant one, the abuse of which will fracture the ethical framework central to our mission. The following instances constitute violations of the Examination Honour Code and can lead to serious sanctions including suspension or expulsion from the ISB Dubai:
•    failure to abide by the Examination Code of Conduct. 
•    attempting to prevent the discovery of prohibited conduct, or attempting to obstruct access, to alter, to destroy, or to conceal potential evidence connected with an Examination Honour Code investigation. 
•    attempting to discourage, intimidate or deter complainants, witnesses, or other participants in an Examination Honour Code investigation. 
•    initiating an Examination Honour Code complaint without any basis in fact and with the intent to harass another student. 

General Practices and Procedures
Suspected violations of the Examination Honour Code may be reported by speaking directly with the lecturer or Head of Academic Administration.
Any questions regarding the Examination Honour Code should be referred to the Head of Academic Administration. 

Part 2
Annexes (other policies)


You are expected to conduct yourself in a responsible manner responsibly on the Institution premises. Misconduct may result in you being suspended from the Institution. Your studies may be suspended due to any misconduct. In such cases no refund of fees will be given and any outstanding fees must be paid. 

A.1. Disciplinary Procedures

When you enroll on a program of learning at the Institution, you agree and commit to a Code of Conduct. If your behavior, attendance record or academic standards are persistently below the standards required of the Code and are not resolved by informal discussion and negotiation, then disciplinary proceedings may be started against you.
The disciplinary procedure is a formal process which applies to all learners enrolled at the Institution. There are two types of activity in which disciplinary action may be required.

A.1.A General Misconduct

This covers student’s attitude and behavior such as refusal to show the Institution ID Card, breach of health and safety regulations, being under the influence of drink or drugs, bullying and harassment of others, being unethical or disrespectful, attacking individual or institutions in illegal ways or carrying weapons. It also includes misuse of Institution computers, online library, ISB Materials including teaching materials and publications, online classrooms, Forums, Media including Social Media and other equipment on campus or online or any other action or incident considered to be of a similar nature to the above examples.
In Addition, forwarding of information to 3rd party like password or teaching methods for any use without getting permission from head of ISB quality team will be taken into account as misconduct. 
Furthermore, any harming, trial of harm or supporting of harm to or its members ISB is considered as misconduct.
All spamming and/or hacking activity as well pretending as representative of ISB without official approval will be counted as high level of misconduct and may lead to legal persecution.

A.1.B Academic Misconduct

This covers students’ behavior in relation to their program of learning such as copying, plagiarism, collusion, cheating etc or any other action or incident considered to be of a similar nature to the above examples.

In addition, each has three levels of seriousness: Level 1 Minor; Level 2 Serious and Level 3 Major.  
Reasons for immediate suspension – some examples are below:
•    Assault, fighting or other acts of violence, vandalism, bullying and harassment, theft, being in possession of illegal drugs, firearms or other weapons, committing or attempting to commit any act of arson, behaving in a way that brings the Institution into disrepute.
•    Computer hacking, cheating in exams, extensive and/or persistent plagiarism or use of model answers, buying, selling or stealing of work.
•    All information (books, materials, lectures, notice...etc.) belongs to ISB and the students have right only to use them for their study during their study time at ISB. They have no right to forward them, publish them, sell them or do anything else for any reason without permission of ISB quality committee. The permission should be signed from the head of the Committee.
If any students breach this rule, he/she puts himself/herself under legal responsibility. 

A.2. Complaints Procedure

ISB Dubai endeavours to create a positive learning environment for students, one in which each student has the opportunity to achieve their personal best. Part of the maintenance of that positive environment is a fair and open complaints procedure made available to all students.


A.3. Informal Complaint 

This is a less formal procedure where a complainant may raise his or her concern about the way the services were provided. The complainant simply may see the Complaint Officer and orally inform the matter which will be dealt with immediate basis. However, if the matter is serious and the complainant is utterly dissatisfied, the compliant officer will rather accept the complaint as a formal one. 

A.4. Formal Complaint 

If a student or a visitor wants to bring a serious complaint about any matter in relation to the way the services are provided, the complainant may bring a formal complaint. It requires the complainant to take a complaint form from ISB. The complainant may also additionally write his or her allegations in addition to filling the complaint form. 
For more information about our complaint’s procedure, please check the document with the name Complaints Procedure or contact either to the student affair office or to the quality office

Annex B: Complaints Procedure

B. 1. Policy Overview

ISB Dubai is keen to minimize all kinds of non-conformities and to encounter those non-conformities through an established system of receiving and dealing with complaints.  Appropriate systems of receiving and dealing the complaints provide the gateway to learn the views of those who experienced the institution’s services. This gives ISB Dubai an opportunity to rectify the non-conformities and thus brighten the image of the institution when correctional actions to remedy the non-conformities are taken, some complaints must pay a deposit in order to open a case, if it needs external lawyer to be involved, than 300-700 CHF must be paid for each hour our lawyer needs (the rates are made by our lawyer). This will be added automatically to the complainant file without a prior notice.
The complainant has to pay the fee even if he/she decided to stop his/her claim in later time point.  

B. 2. Who can complain?

The following people may bring complaints:
•    those who are not satisfied with any services received from ISB Dubai
•    students (or those acting on student’s behalf)
•    visitors
•    service users
•    staff members

B. 3. Where to complain?

You can contact the complaint department per email to the quality team. Contact the secretary or student affair to get the updated quality team contact method.

B. 4. Reasons for Complaints

Complainants may bring complaints for any of the reasons set out below: 
•    That the advice provided was not appropriate or wrong; 
•    That the personnel did not provide appropriate guidance; 
•    That the matter has been dealt with negligently; 
•    Appeal against examination / thesis results;
•    That the institution did not update the complainant properly and in time, thus complainant failed to take appropriate action and suffered loss and damage; 
•    That the complainant received substandard services; 
•    That the complainant had been misled about the matter; 
•    That the institution did not deal with complainant’s problem expeditiously and thus had caused him/her problems of a substantial nature; 
•    That the institution has charged in excess of the fee scheme; 
•    That the institution had never provided the complainant with the services for which he/she had already paid;

You may also add any other reasons that suit you most in your complaint. Please give details of the reasons as much as possible. State your reasons clearly and without any apparent ambiguity. 

B. 5. Purpose of the Complaints Procedure

The purpose of the Complaints Procedure is to establish an effective monitoring system in the organization. ISB Dubai can identify any on-going irregularities or ineffectiveness of systems, when there is a complaint about the matter from an interested party. The complaints procedures are also used as indicators of standards of customer service that have been successfully established and tested. 
When a complainant approaches ISB Dubai with a genuine complaint, it is believed that the complainant has given ISB Dubai a chance to rectify the errors or ineffectiveness or unfairness in the system.  It also helps ISB Dubai to take appropriate policy decisions after careful consideration and investigation of the complaint.  The most important purpose of the complaints procedure is to ensure that no student leaves the organisation with bad experience, dissatisfactions or grievance.

B. 6. Informal Complaints Procedure

B. 6. 1. Introduction

This is a less formal procedure where a complainant may raise his or her concern about the way a particular service was provided.  The complainant may meet with the complaints officer and discuss the matter that will be then immediately dealt with.  However, if the matter is serious and complicated and the complainant is still dissatisfied, the complaints officer may accept the complaint as a formal one. 

B. 6. 2. Report to the Complaints Officer

If a student, visitor, or other interested party is dissatisfied because of the way she or he was dealt with, the dissatisfied person may complain about the matter. The Complaints Officer will record the complaint in writing and will immediately look into the matter. 
This should be addressed to the quality department.

B. 6. 3. Investigation

The Complaints Officer will then immediately investigate the matter.  If necessary, the Complaints Officer will contact the department from which the complaint emanated.  If the complaint is able to be immediately resolved, the Complaints Officer will take a decision as to the resolution of the complaint and inform the relevant parties.   However, if it is not possible to investigate the matter fast, the Complaints Officer will provide a possible time frame to deal with the complaint, explaining to the complainant why it was not possible to give a decision immediately.  If, upon investigation, the Complaints Officer feels that the situation is serious enough to warrant a formal complaint, the complainant will be advised of this, and encouraged to pursue this.
B. 6. 4. Decision

If the Complaints Officer is able to resolve the complaint and provide a decision, this will be done so orally, but should be followed by a written confirmation of the decision to the relevant parties.  A copy of the written decision must be given to the senior management of the academic or the administrative head. If the Complaints Officer is unable to satisfactorily resolve the complaint, the advice of the Senior Management Team may be sought, or the complaint may be escalated to the status of a Formal Complaint.  

B. 7. Formal Complaints Procedure

If a complainant wishes to bring a serious complaint about any matter in relation to the way services are provided, or the way thy have been dealt with, or if an informal complaint has not been deal with satisfactorily, the complainant may bring a formal complaint. 
A complaint form should be completed, with documentary evidence attached as appropriate, and this should be submitted to the Complaint’s Officer for consideration.  At this stage, the documentary evidence submitted need not be the original copies.

B. 7. 1. Letter of acknowledgement

The When the Complaints Officer receives a formal complaint, a letter of acknowledgement will be sent. The letter must set out the next steps to be taken including the deposit which should be paid from your side, and indicate a time frame of the investigation. 

B. 8. Complaint deposit

The complainant will be asked to pay deposit, which vary based on the estimation of the individual case, For example if it needs external lawyer or evaluators to be involved, than 300-700 CHF must be paid for each hour our lawyer needs, so a deposit in such case can exceed 6000 AED (depend on the case, this will be evaluated by the complaint officer). In the end of the case, If the decision is in favor of the complainant, ISB will refund the deposit in full and will cover all the committee expenses, otherwise the committee full fees must be covered by the complainant. The complainant has to pay the fee even if he/she decided to stop his/her claim in later time point.  

B. 9. Investigation

After receiving the formal complaint, the Complaints Officer must contact the department or the member of the staff against whom the complaint has been brought.   Details of the complaint will be provided for their prompt response.   The Complaints Officer will consider the evidence brought by both parties, and may interview witnesses if appropriate in order to accumulate further evidence.  

B. 10. Report of Findings

The Complaints Officer will report their findings in writing to the academic or administrative head and will inform both parties in writing of his/her decision in the matter, along with recommendations as to steps to be taken in order that the matter may be fully resolved.  The written decision must indicate the following: 
•    Background of complaint
•    Summary of investigation
•    Summary of evidence or documents and witness statements
•    Summary of findings
•    Decision
•    Reasons for such decisions
•    Conclusion 
The letter must clearly explain the steps already taken in relation to the complaint such as suspension or reprimand.

B. 11. Appeal of Decision 

If the complainant is not satisfied with the decision given by the Complaints Officer, he/she may submit an appeal.  The appeal will be heard by the academic or administrative head. 

Appeals should be submitted in writing to the academic or administrative head within 14 days of the Complaints Officer’s original decision. Additional evidence which the complainant wishes to submit should be attached.  The head will consider all evidence available, both new evidence and that from the Complaints Officer’s investigation, and shall provide the staff member or department against whom the complaint has been lodged the opportunity to respond to the accusations in writing.  

The head will then complete a report, in line with the guidance above, and make a decision as to the outcome of the appeal.  He/she may decide to support to the original decision of the Complaints Officer, or may make alternative recommendations as to the resolution of the complaint.  The decision of the academic or administrative head will be final and no further right of appeal will be offered.  

Annex C: Disciplinary Procedures

C.1. Introduction: 

The basic purpose of the disciplinary procedure is to keep our students in line with the academic standards so that students can experience the excellence of academic and professional studies.  A student has the right to make an appeal against any decision but must pay a deposit to open a case.

C.2. Disciplinary Procedure Step-By-Step: 

Stage: 1    Initial Proceedings
Step: 1        Write a letter explaining the gross breach of duty or misconduct. 
Step: 2    Request an explanation from the accused student about the breach or misconduct. 
Step: 3    Make a meticulous assessment of her /his previous academic performances and conducts. 

Stage: 2    Hold an investigation 
Step: 1     Talk to the department’s personnel i.e. where the misconduct or breach took place. 
Step: 2    Talk to witnesses, if there are any. 
Step: 3    Collect and collate the evidence regarding the misconduct from both parties 

Stage: 3     Assessments 
Step: 1    Assess the alleged breaches or misconducts. 
Step: 2    Assess the answer made by the accused student. 
Step: 3    Assess the investigation findings.
Step: 4    Make a comparative study of alleged breach or misconduct, alleged student’s explanation and investigation findings. 
Step: 5    Assess the prima facie of the allegation. 

Stage: 4    Post Assessment Activities 
Step: 1    Confirm in writing to the student the date of the hearing, time, place, and the person who will conduct hearing. 
Step: 2    Inform the student of the papers or documents that she or he is required to bring. 

Stage: 5    Final Hearing 
Step: 1    Listen to the accused student and take full notes of what she or he says.  
Step: 2    Take a good look and assess meticulously the reasons and explanations about the alleged breach or misconduct. 
Step: 3    Report the result or findings of your investigations. 
Step: 4    Report the final decision of the hearing i.e. whether she or he is in breach of duty or liable for gross misconduct. 
Step: 5    confirm the decision of the final hearing in writing to the student.
Step: 6     If the decision in favor of the complainant, ISB will refund the deposit and will cover the committee expenses, otherwise the committee full fees must be covered by the complainant. The complainant has to pay the fee even if he/she decided to stop his/her claim in later time point. 

C. 4. Explanatory Note: 

•    The Disciplinary Committee will be in charge of all the disciplinary issues of ISB Dubai
•    The Chairperson of the disciplinary committee will be able to delegate his power to any one of the two members or other to decide on behalf of the Committee Chair. 
•    In case of any disciplinary issue the DC will form a sub-committee to make investigation on the matter and to make decisions about the student in question. 
•    An appeal can be made against the decisions of the sub-committee and the appeal must be made to the full disciplinary committee. 
•    The full disciplinary committee will then make final decisions by following full disciplinary hearing procedure and will make the final decisions. 
•    There will be no further appeal against the decisions of the full disciplinary committee i.e. the decision of the full disciplinary committee will be full and final at this level.

Annex D: Appeal against Disciplinary Committee Decisions

D.1. Appeal Procedure against Disciplinary Committee Decisions:

Rule: 1,    An aggrieved student has the right to make an appeal against the decisions of the disciplinary committee but must pay a deposit in order to open a case. The fee is applicable even if the complainant in any time point decided to cancel his/her complain.  
Rule: 2,     The aggrieved student must make an appeal in writing and it must be addressed to the Chairperson. 
Rule: 3,     The aggrieved student must give details of the grounds, provide evidence, if any, relating to the grounds for appeal with the application. 
Rule: 4,    The disciplinary committee must provide particular date, time, venue to hold hearing of the appeal, and must send a letter to the effect as soon as possible.  
Rule: 5,     On that date the full disciplinary committee must be present and must listen to the aggrieved student. The Committee must also make a closer examination of the evidence, if any, that may be presented by the aggrieved student. 
Rule: 6,     The Disciplinary appeal Committee must listen to the witness, if any, of the aggrieved student and take full note of what the witness says. 
Rule: 7,     The Committee must then make meticulous assessment of the following issues for better decisions: 
•    Grounds raised by the aggrieved student;
•    Evidence presented by the aggrieved student,
•    Witness statements of the aggrieved student;
•    Any other documents or evidence relating to his or her claim;   

Rule: 8,    The appeal Committee must listen to the legal representative or other type of representative and take notes of all the statements. 
Rule: 9,     The appeal Committee must assess the issues relating to the client as presented by the representative. 
Rule: 10,    The appeal Committee will then make a comparative study and assessment of all types of submissions, documents, evidence, and take its final decisions.    
Rule: 11,     The appeal Committee will read out its final decisions to the aggrieved student in his/ her presence or in the presence of his/ her representative.
Rule: 12,     The appeal Committee will send a copy of its decisions in writing and it must be signed and sealed. 
Rule: 13,     After the decisions of the appeal Committee there will be no further appeal within ISB.     
Rule: 13,     If the decision is in favor of the complainant, ISB will refund the deposit and will cover the committee expenses, otherwise the committee full fees must be covered by the complainant. The complainant has to pay the fee even if he/she decided to stop his/her claim in later time point.  

D. 3. Explanatory Notes:
•    The ISB Dubai will have a two-tier disciplinary committee, and they will be as follows: 
•    Disciplinary Committee 
•    Disciplinary Appeal Committee 
•    The disciplinary appeal committee will be apex in the hierarchy and will hear the appeal only. 
•    The disciplinary committee will conduct the first hearing after the necessary assessment. 
•    The disciplinary committee will be responsible towards the disciplinary appeal committee.
•    The committee may be established of minimum one member. 
•    If the committee is constituted of more than one member, one of the members will be the chairperson of the subcommittee. 
•    The chairperson must be a senior member in the hierarchy of the ISB Dubai.
•    The head of the disciplinary appeal committee is usually the head of the Legal affairs. 


Annex E: Deposit Policy
E. 1 Introduction

It is important that students pay their fees and any required deposits at the right time to avoid any problems with starting or continuing the program. Students are encouraged to read the following carefully and of course, get in touch with the Institution if there is anything they need to clarify. If the payment is done via third parties which is not in partnership with ISB, additional 10% can be added to the fee.

E. 2. Deposits

E. 2.1. Deposits (for oversees students)

All successful overseas applicants to any of ISB Dubai programs are required to pay a minimum deposit of 4000 AED plus 400 AED non-refundable registration to accept their place. 
A.    Upon receiving the deposit and/or the required documents, the Institution will send a Confirmation of Acceptance Letter and other relevant documents which are necessary for the visa application of the overseas students. 
Students should pay the deposit by bank transfer. If bank transfer is not possible, you should contact ISB to find a solution. 
If a student pays directly to ISB Dubai bank account, the first name and surname of the student and the student number if available should be mentioned as reference which will appear in the bank statement.
Deposits paid in person: If the students are already in UAE or if someone else pays the deposit on student’s behalf, the deposits should also be paid by bank transfer. When we receive deposits, the details of amount paid will be confirmed on the visa letter. 
Deposits to third parties: The tuition fees should not be paid to anyone else but the Institution unless it is joint or dual program, can be paid to the partner institute. 

E. 2.2. Deposits (for student living in UAE or Online students)

All successful overseas applicants to any of ISB Dubai programs are required to pay a minimum deposit of 1000 AED plus 400 AED non-refundable registration to accept their place. 
A.    Upon receiving the deposit and/or the required documents, the Institution will send a Confirmation of Acceptance Letter and other relevant documents. 
Students should pay the deposit by bank transfer. If bank transfer is not possible, you should contact ISB to find a solution. 
If a student pays directly to ISB Dubai bank account, the first name and surname of the student and the student number if available should be mentioned as reference which will appear in the bank statement.
Deposits to third parties: The tuition fees should not be paid to anyone else but the Institution unless it is joint or dual program, can be paid to the partner institute. 


Annex F: General terms and conditions

F1. Introduction

1.    I S B Management Training Institute (Br of ISBM AG) (Dubai Branch) or ISB Dubai is based in United Arabs emirte and its officially registration and establishment were done under the law of the Emirate of Dubai
2.    ISB is entitled to operate as a private institute in Dubai in compliance with federal and state law.
3.    ISB offers a range of online and on Campus study programs starting from 1 day program, up to 6 years program 
4.    These General Terms and Conditions (GTC) and all other policies (CTG part 0, GTC part 1and GTC part 3) are integral parts of the individual contract between ISB and its students.

F2. Conclusion of the Contract

1.    The registration form sent directly from the Webpage or by electronic mailing or in printed way is a binding registration of the student.
2.    After receipt of the Application and Registration Fee, ISB will send a Letter of Acceptance to the student.
3.    The Contract with the student becomes valid:
    with the reception of the Letter of Acceptance, if the student has his/her residence in UAE or any GCC countries.
    after ISB received a down payment of 10% of the Tuition Fee, if the student does not live in the above-mentioned countries.
4.    ISB has the right to make academic changes in the programs if it is required without prior notice. 
5.    Student will be awarded only KHDA approved certificate. TOP UP possibilities is not ISB responsibility.

F3. Study Fees

General remarks
1.    All fees and other charges are published on the website of ISB.
2.    If for any reason the study fees published in ISB’ printed brochure are different from the study fees published on the ISB official website, then the study fees on ISB’ official website shall prevail.
3.    All prices are quoted in AED, but can be quoted in USD, EUR or CHF at student's request. 
4.    All quoted prices may change without prior notice.
5.    In addition to these rules, regarding the handling of deposits, fee payments and refunds ISB refers to Deposit Policy in its most recent version.

F4. Application and Registration Fee

1.    ISB will charge an Application and Registration Fee to be payed to ISB’ bank account within 15 days after filing the registration form.
2.    If the student wishes to start with his/her studies within these 15 days, the payment of the Application and Registration Fee must be made upon instructions of ISB.
3.    The Application and Registration Fee is not refundable.

F5. Tuition Fee

1.    Tuition Fee must be paid 15 days before the course start at the latest.
2.    The Tuition Fee includes the costs for E-study materials, but not the costs for the shipping of the study materials or any other printed materials by post or any other delivery ways.
3.    In case a study program is canceled by ISB, the Tuition Fee will be returned to student and a short online course will be offered free of charge as compensation.
4.    If a student fails to meet his financial obligations despite appropriate notices, ISB reserves its right to cancel his/her study status and take legal steps toward this if needed.
5.    The Tuition Fee will not be refunded if the student resigns before the study program is completed.
6.    If the payment is done via third parties which is not in partnership with ISB, additional up to 10% would be added to the payment.


F6. Scholarships

1.    ISB grants some limited scholarships to students under the prerequisites described on the webpage.
2.    Scholarships can only be granted to students who paid at least the Application and Registration Fee.

*    Kindly note that scholarships are very limited and it depends on the student’s situation and status. 

F7. Data Protection and Data security

1.    ISB Shall strictly comply with European data protection laws and agrees not to disclose the personal data or information to which it had access during the execution of the Contract, to protect such data and information and to use it only to the extent necessary for the fulfilment of the Contract. 
2.    ISB Shall not disclose or give access to such data to third parties if not necessary for the execution of the Contract. 
3.    ISB Shall take all technical, organizational, and contractual data security measures to avoid disclosure in any form.
4.    The student agrees that:
    ISB keeps the personal data of the student for 10 years after the end of the Contract;
    ISB may exchange personal data of students for payment purposes (payments by credit cards, etc.);
    ISB may transfer data to official authorities, for example in case of official requests or legal issue.

F8. Termination and Withdrawal of the Contract

F8.1. Termination

1.    The Contract will be terminated without written notice after the expiration of the agreed contract period. The parties can agree upon an extension of the Contract.
2.    The Contract can be terminated on written notice 30 days before the start of the next semester. 
3.    ISB can terminate the Contract if the student does not comply with its disciplinary duties as set out in the most recent Student Handbook according to the procedural rules established in Policies of the most recent version.

F8.2. Withdrawal

1.    In case of withdrawal earlier than 30 days before the course starting date as set, ISB will refund two third of the Tuition Fee.
2.    In case of withdrawal later than 30 days before the course starting date as set, ISB will refund one third of the Tuition Fee.
3.    In case of withdrawal after the course starting date, no fees are refunded anymore.

F9. Performance of the courses

1.    ISB Study programs are held only with a sufficient number of students.
2.    ISB reserves the right to cancel any study program in case of insufficient number of students, or due to circumstances beyond its control.
3.    On student’s request and under exceptional circumstances, ISB can postpone the starting date of a study program to the next semester. This decision has to be taken by the Quality Department of ISB.

F10. Disciplinary measures

1.    Students are expected to comply with ISB' Code of Conduct and Exam Code of Conduct as set out in the policies as well as to the laws on Switzerland.
2.    ISB reserves the right to expel students for disciplinary reasons. Regarding the disciplinary procedures, of the most recent Policies are applicable.

F11. Miscellaneous

1.    In addition to this ISB GTC the most recent version of the Student Handbook and its Annexes & Policies form part of ISB’ regulatory framework.
2.    ISB has the right to change the Contract (including starting dates and Tuition Fee) anytime needed.
3.    All ISB documents including all annexes and the handbooks and policies are subject to change without prior notice.
4.    Students and Alumni accept and will accept the Quality Assurance (incl. accreditations, validations, certifications, memberships, etc.) which ISB offers from the day of their application until the day of their graduation. Students and Alumni do not have the right to object or ask for any other Quality Assurance. 

F12. Jurisdiction and applicable law

1.    This contract including all annexes, programs and handbooks shall be governed by substantive Swiss Law, excluding the Swiss conflict of law rules. 
2.    For any controversy arising between ISB and a student or an agent, the place of jurisdiction shall be in Zurich/Switzerland.

Annex G: ISB Dubai Students’ Regulation (General)


ISB Dubai is keen to maintain the excellence in academic performances and quality education. This can be achieved only by disciplining the staff and the students of the Institution. In view of this ISB Dubai is happy to make regulations for the students, which must be observed by all the students, while they are studying courses with us. 

Regulation 1:       The students must attend at least 80% lectures.     
Regulation 2:     The students must take the required Coursework and examination without adopting any unfair means. 
Regulation 3:     The students must maintain at all the time good appearance and behavior with the fellow students and to all the members of ISB Dubai staff. 
Regulation 4:    The students must not behave intimidatingly under any circumstances. 
Regulation 5:     The student has a duty to provide accurate details relating to personal 
and previous academic issues. 
Regulation 6:     The students must not be involved in any act, business, or job, or must not enter in to a contract in contravention with the laws of Switzerland and / or may leads to harming of ISB. 
Regulation 7:     The students must not be involved in any form of behavior that results with bribery or they must not perform any act attempted to be a bribe.
Regulation 8:     The student must not remove without permission any materials, or deliberately cause loss and damage in any form or manner to any from the Institution facilities. 

Regulation 9:     The Students must not solicit any thought or philosophy or campaign to enhance racial hatred, or increase sense of discrimination based on race, religion, and color.
Regulation 10:    The students must follow the health and safety rules and procedures during the stay in ISB Dubai campus. 
Regulation 11:  The students must not use any ISB Dubai property, or ISB Dubai equipment without prior permission.  
Regulation 12:   The students must not act in a bad manner that will have consequences on the course or the academic integrity. 
Regulation 13:     The students must NOT act unlawfully or against the interests of the  
Regulation 14:    The students must avoid plagiarism and any proof of it may result in 
removal from the course. Kindly note that faculty members and the institution is keen to understand the plagiarism easily. 
Any deliberate and serious breach of any of the regulations will be accepted as gross misconduct for the students. 

ISB Quality policy and handbook


•    Our people are good at what they do
•    We understand the goals and needs of the students
•    We are flexible & innovative in our approach 
•    We stay the course and our solutions work
•    We use technology & best practice to enhance competitiveness and value for our students, staff and others who are affected by our activities

1.1.    Quality Policy
The object of the Quality Policy is to continuously improve the quality of its educational activities and solutions to its students. ISB Dubai pursues this by:
1.2.    Providing Students Satisfaction
•    Understanding what is needed
•    Setting students’ expectations
•    Meeting commitments
•    Being flexible, proactive and responsive
•    Building trusted relationships
•    Delivering students’ expectations

1.3.    Efficiently & Economically
•    Estimating and planning effectively
•    Reducing wasted effort
•    Solving problems quickly
•    Operating effectively and efficiently
•    Delivering to time and budget

1.4.    Through a Committed Workforce
•    Open to learning
•    Sharing knowledge
•    Working as a team
•    Developing people and ideas
•    Engendering trust
•    Building transparent relationships

1.5.    With Manageable Risk 
•    Identifying risks and issues
•    Plan in preventative and mitigation strategies
•    Handling risks as they arise
•    Dealing with issues logically in a timely fashion
•    Innovating by process improvement
•    Evaluating options carefully
•    Picking the right answers to the problems
•    Improving the value of employees

1.6.    ISB Dubai Vision
•    ISB Dubai aims to be the Students’ first Choice 
•    ISB Dubai aims to deliver education to our students using expert knowledge
•    ISB Dubai aims to be recognized as a institute that delivers innovative solutions to difficult problems
•    ISB Dubai aims to grow sustainably, delivering value to shareholders, opportunity to staff and security to our students.
•    ISB Dubai aims to excel
•    ISB Dubai aims to recruit and develop the best people: a committed workforce expert in their fields

1.7.    ISB Dubai Values
•    Focus - be clear about what we are doing
•    Inclusion - people are informed & involved
•    Commitment - work hard & enjoy the work
•    Belief - that we are the best at what we do
•    Honesty - open and honest about our activities


2.1 Purpose of the Quality Document
ISB Dubai requires all courses and activities in support of student learning to be subject to rigorous quality assurance procedures. This Quality Manual has been developed to ensure that the student learning experience is placed at the centre of all activities.
ISB Dubai ensures that quality is an integral part of the design, development, and offering of all services, therefore emphasizes the use of problem prevention and correction in order to supply quality services. 
ISB Dubai’s quality assurance system facilitates ownership and accountability at the point of activity with each step of the activity, which is seen as an opportunity for evaluation and review on a self-assessment basis. This review process results in action plans and the setting of targets to facilitate systematic improvement. 

2.2 Quality Assurance
A popular definition sees quality simply as “fitness for purpose”. Gold taps are therefore not a measure of quality when all the customers want reliable brass ones. In other words quality is the efficient use and effectiveness of resources to be measured against specified criteria. Quality assurance can mean the process of monitoring quality of product or service according to certain tolerances or standards.
Quality assurance can best therefore be described as “the complete process of ensuring that the nature and quality of services are sufficient to secure the Institution’s aims and objectives”.
Quality depends on the commitment, professionalism and personal responsibility of every member of academic, administrative and support staff. Quality assurance is about people and attitudes. It includes them and needs them; however it is people who actually deliver them.
Quality improvement is not simply concerned with getting marginally better results from current activity. The greater challenge is to continually improve the manner in which services provided by the Institution are delivered to meet individual needs and raise student achievements within the context of inclusive learning.

2.3 Quality Assurance System
ISB Dubai’s Quality Assurance system is designed to be rigorous and effective in:
•    Ensuring continuous improvement in all aspects of our students’ needs and expectations
•    Raising student achievement
•    Fulfilling the requirements of external stakeholders/associates
•    Ensuring the provision of the best possible services

2.4 Aims
To strengthen ISB Dubai’s reputation for providing high quality learning that: 
•    Is student-centred
•    Enhances students’ employability 
•    Is valued by students, employers, professional bodies and the community 
•    Contributes to the vision for a high quality HE sector
To support the achievement and delivery of the ISB Dubai’s strategic goals
To further embed within ISB Dubai a culture of critical self-evaluation leading to continuous quality enhancement and management of risk. 
To assure standards through rigorous self-regulation and review, the effective use of external reference points and appropriate peer and student involvement in review processes at all levels. 

2.5 Commitments
ISB Dubai is committed to achieving the aims of the Quality Assurance Policy by focusing on three main quality perspectives
•    An assurance perspective whereby academic standards are verified and commitment to students is honoured 
•    An enhancement perspective whereby ISB Dubai’s vision is realised through critical self-evaluation and programmes and teaching which are imaginative and forward looking 
•    A customer care perspective, where the Institution listens and responds to the student voice; respects and embraces diversity; encourages student engagement with quality processes; and ensures that systems are in place to respond appropriately to issues raised. 

2.6 Communication
ISB Dubai will continuously insist on: 
•    Valuing quality enhancement as an integral component of effective learning and teaching and recognising that the expertise and commitment of all staff is critical to realising the strategy
•    Making use of relevant external and internal points of reference to inform and support our approach to quality enhancement
•    Improving the flow of quality-related information into and within ISB Dubai ensuring the effective dissemination of good practice
•    Identifying appropriate SMART targets, defined by outcome rather than process wherever possible and contributing to the drive for the better achievement of students
•    Supporting ISB Dubai’s capacity to respond to new challenges and promoting greater collaboration and co-operation across and between institutions

2.6  Compliance
•    ISB Dubai will only accept those students who, to the best of our knowledge, meet the requirements of the immigration office
•    ISB Dubai will not engage in any false, misleading or deceptive conduct or otherwise contravene any of ISB Dubai’s obligations towards the government, the public and students as a whole. 
•    The Institution will require all its employees to adhere to the guidelines stated in the faculty Handbook 
•    The Institution will require all its employees to abide by the rules and regulations of Immigration departments and other regulatory bodies
•    The Institution will create mechanisms by which employees and students can express genuine concerns and have them investigated, with every reasonable assurance of confidentiality as appropriate
•    The Institution will appoint a person to be responsible for monitoring staff’s adherence to the faculty Handbook guidelines, investigating alleged breaches and reporting to the CE.  CE will decide on any action to be taken to ensure compliance with the guidelines
•    The CE will be responsible for initiating and supervising investigations into alleged breaches of the guidelines by members of staff, and for ensuring that appropriate action is taken
•    The person responsible for monitoring staff’s adherence to the faculty Handbook guidelines  may be asked to report on any practice that appears to be in breach of the guidelines

2.7 Staff’s Contribution
Staff will contribute to the implementation of the Quality Assurance Policy by: 
Designing and delivering high quality and relevant educational experiences that motivate students and engage them in their study. 
Creating and delivering an excellent student experience by: 
•    Critically reflecting on the student experience and achievement and how it can be enhanced 
•    Gathering and responding to student feedback on learning, teaching and assessment activities specifically and the student experience generally
•    Incorporating equity and fairness into the design, delivery and assessment of educational experiences and its support structures and activities 
•    Ensuring that students receive prompt and constructive feedback on performance 
•    Identifying, sharing and embedding good practices
•    Demonstrating academic leadership as lecturers, module leaders, programme leaders etc.
•    Participating actively in relevant staff development opportunities
•    Ensuring continuous professional development in order to face the challenges as they arise and help the development of the Institution

2.8 Students’ Contribution
Students will contribute to the implementation of the Quality Assurance Policy by: 
Taking an increasingly proactive and responsible role for their own learning including: 
•    Providing feedback on their learning experience 
•    Using feedback to self-assess and improve their own future performance 
•    Engaging in activities that enhance their employability 
•    Raising issues related to their learning appropriately as they arise 
•    Attending lectures, tutorials and other relevant activities as appropriate
Participating in activities linked to quality assurance such as: 
•    Contributing to student/staff liaison tasks 
•    Ensuring that any work submitted by them adheres to guidelines prescribed on the Policy on Academic Misconduct and Plagiarism

2.9 Quality Improvement
•    Quality improvement is a continuous process which should be integrated into the normal delivery of the learning programme and not as a response to internal inspection. 
•    ISB Dubai will run different training programmes and workshops to equip its employees with required knowledge and update them on current issues affecting the Education.
•    ISB Dubai will consider the feedback given by students and visitors to improve the existing state of services.
•    Development Consultant will constantly endeavour to identify tools and mechanisms to improve the quality of products and services.
•    ISB Dubai will carry out regular checks on its products and services to evaluate current situation so as to bring improvement in the future. 


3.1 Policy
•    The Institution welcomes diversity amongst its students, administrative staff and visitors
•    The Institution is committed to support students, academic and administrative staff irrespective of sex, sexual orientation, racial origin, religion and political affiliation
•    Participants in the educational process should treat all other members of the Institution’s community with tolerance and respect
•    The CE of the Institution is responsible for over-seeing the implementation of the Equal Opportunities Policy
(Please refer to the ‘Equal Opportunities Policy’ of the Institution for more information)

3.2 Institution Environment: Access and Participation
•    A clear statement of the Institution’s commitment to equal opportunities will be given in appropriate Institution publications
•    The Institution will create an environment in which all students feel comfortable, irrespective of personal circumstances
•    Institution admissions systems will be free from any form of bias and all students will receive a positive welcome from the first point of contact 
•    Guidance given to students, or potential students, will be non-discriminatory in terms of gender, race, disability, etc.

3.3 Marketing, Publicity and Public Liaison
•    The Institution will ensure professionalism and integrity to market its educational products. 
•    The Institution’s publicity will reflect best equality practice. All publications will be screened to ensure that appropriate and sensitive language and images have been used
•    The Institution will develop and promote a multicultural atmosphere by selecting students from different parts of the world where all the students would become mutually a singular body and brand of the ISB Dubai
•    The Marketing Office of the Institution will ensure that all the communications and advertisements are clear, easy, fully explained and informative. 
•    All marketing materials published by ISB Dubai are subject to KHDA approval
(Please refer to the ‘Marketing Strategy’ of the Institution for more information)

3.4 Curriculum
•    The activities of teaching and learning will be conducted in accordance with equality of opportunity
•    Learning resources used to deliver the curriculum will be conducive to learners of all styles and be free from racist, sexist and other discriminatory assumptions, images and language. Curriculum content should, where possible, reflect the multi-cultural and multi-ethnic nature of contemporary society
•    The Institution will ensure that the staff and existing students are aware that no discrimination will be tolerated on the basis of the disability of a person and everyone will be treated equally.

3.5 Recruitment and Promotion
•    Recruitment for all positions within the Institution will be carried out in a manner which accords with best equal opportunities practice
•    Jobs will be advertised in the Institution’s website and in other major platforms.
•    Equal consideration will be given to the interest of full-time, part-time, permanent and temporary staff. Staff will be promoted to the upper level of the organisation based on their performance.

3.6 Staff Development
•    The Staff Development & Performance Review scheme of ISB Dubai aims to link individual performance review with plans for organisational and staff development
•    Every member of ISB Dubai’s staff will be expected, encouraged and enabled to conduct a regular and systematic self-¬evaluation of his or her own practice, to promote professional self-development
•    All staff will be aware of their responsibilities for implementing the Institution’s equal opportunities policies.
•    There will be training opportunities for all staff
•    All members of staff should have opportunities for career progression and be treated as professional colleagues regardless of the positions held within the Institution
•    The Chief Executive of the Institution has overarching responsibility for policy implementation relating to the development of all staff. 
(Please refer to ISB Dubai’s The Staff Development & Performance Review for complete guidance)

3.7 Harassment
•    The Institution will not tolerate any harassment, and sees it as a form of discrimination
•    Students, staff and visitors to the Institution can be accused of harassment, or can be the victim of harassment
•    An appropriately senior member of staff will be designated to deal with these incidents in the first place, and subsequently investigate, and take appropriate action in accordance with Institution’s disciplinary procedures
•    All staff and students will be informed of these procedures
•    In addition to dealing with the offender, the Institution will provide support for the victim

3.8 Quality Assurance
•    Quality assurance procedures will require reflection on equality and diversity issues, and appropriate comment when completing quality assurance documentation. This will apply across all curriculum and service areas
•    The Institution will comment on equality and diversity issues in its annual self-assessment report, summarising the observations and actions identified at curriculum and service area level


4.1 Management
•    In ISB Dubai, the Chief Executive is the head of the Institute who is responsible for the overall affairs. Under his/her leadership, the Institution will implement all of its policies and gradually move forward. Academic Head, Director of Administration and Development Consultant will be there to help and advise the CE
•    Employees of ISB Dubai must abide by the guidelines stated in the Staff Handbook of the Institution
•    Staff may face disciplinary actions if they act against the interest of the Institution
•    ISB Dubai will ensure that all involved in the operation of the Institution enjoy their rights without any hindrance 

4.2 Staff
•    In selecting a lecturer and allocating teaching tasks, the Institution will ensure that the lecturer has the appropriate skills, experience and knowledge in the subject area being taught
•    Lecturers will receive constructive and regular feedback on their performance (including strengths and weaknesses)
•    Lecturers’ performance will be monitored over the duration of the teaching and this should include classroom observation
•    In selecting a staff, the applicant’s relevant experience and qualifications will be the centre of focus. All applicants must prove and provide evidence to show that they are eligible to work.

4.3 Staff Development
•    ISB Dubai is committed to supporting and promoting training and staff development, recognising that it represents an investment in the most important asset, its staff 
•    It is the policy of ISB Dubai to ensure that all personnel are trained and experienced to the extent necessary to undertake their assigned activities and responsibilities effectively. ISB Dubai generally procures and recruits employees capable of meeting the skill, experience and educational requirements of the Institutions activities
•    All staff and senior employees are responsible for recommending the training needs of others and for ensuring that all employees are suitably qualified and experienced to execute their entrusted responsibilities. Once training needs are identified these are provided under the supervision of the CE
•    The Institution believes that training and staff development is likely to be most effective when individual member of staff take responsibility for their own development. It recognises and will give appropriate support (including time), encouragement and direction to enable this process to occur
•    ISB Dubai will encourage and where possible, support academic staff intending to pursue relevant teaching qualifications
•    ISB Dubai will encourage and support the involvement of individual members of staff in training and staff development activities 
•    Lecturers including academic head are expected to undertake appropriate training either themselves or supported by ISB Dubai
(Please refer to ISB Dubai’s Staff Development and Performance Review for complete guidance)


5.1 Religious Festivals
•    In order to help students participate in their religious festivals the institution will endeavour to announce holidays on significant festivals.

6.1 Privacy of Present and Former Students
•    The Institution respects the right to privacy of its present, former and potential students, and will take all reasonable steps to protect personal information given to it by students 

6.2 Confidential Information
•    Any staff maintaining any lists or other databases of students in computer must comply with the requirements of the Data Protection Act 
•    The Institution recognizes the importance of protecting its information assets and, in particular, the information relating to its staff, students and other individuals in whatever form that information is held. All data, whether held electronically or manually are kept securely and not disclosed unlawfully.

6.3 Disclosure Required by Law
•    This rule of confidentiality does not apply if disclosure is required by law or with the consent of the individual concerned 
•    Information about the qualifications which have been awarded to individual students (i.e. name and subject of award, class of degree if appropriate, and date of award) is not confidential, and may be released 
•    It is permissible to indicate to enquirers whether or not the individual who is the subject of the enquiry is or has been a student, although oral requests from agencies such as government offices should be dealt with by asking for the request to be put in writing
•    In exceptional or urgent cases, the caller should be put through to the CE 

6.4 Authenticity of Enquiry
•    Even where disclosure of information is permitted, reasonable steps must be taken to determine the authenticity of the enquiry before any information is disclosed 

6.5 Communication with Law Enforcement Agency
•    The Institution’s policy is to offer reasonable assistance to police in their enquiries. However, steps should be taken to establish the authenticity of a police request by, for example, asking the caller to leave name, rank, and station telephone number, and then phoning back and asking for the officer concerned. 
•    In case of any doubt about how to deal with a particular enquiry, it should be passed on to the CE for further assistance.


7.1 Course Information 
•    Full details of the course structure and philosophy i.e. how the courses progress, the aims and objectives, learning outcomes etc.
•    Specific skills that may be required during the course e.g. essay writing, giving presentations, basic computing skills etc., and when they will be required 
•    Policy on possible module choices particularly optional modules

7.2 Assessment Information 
•    The purpose, methods and schedule of assessment tasks during, and at the end of a module or programme of study 
•    The criteria for assessment including, where appropriate, descriptors of expected standards of student attainment; what is expected in order to pass or to gain a particular grade or classification 
•    The marking and grading conventions that will be used 
•    Consequences of assessment, such as decisions about progression to the next level, final awards and the right of appeal 
•    A briefing about academic misconduct 
•    How and when assessment judgments are published 
•    Any opportunities for re-assessment 
•    Policy on late submission of work where applicable 
•    Consequences of academic misconduct
•    ISB Dubai will follow the guidelines given by the awarding bodies in relation to assessment for the purpose of informing students 

 7.3 Academic Progress
•    ISB Dubai’s policy on students’ progress is very rigid and it monitors students’ progress throughout the programme
•    The Personal Tutors are required to report their students’ progress to the Academic Committee through the Course Coordinator at the end of each semester. The outcome of the report is considered at the Academic Committee meeting at the end of each semester.
•    Students are required make overall significant progress in order to achieve their goal; enhance career prospect and comply with the regulations of Immigration Departments Students are permitted to proceed with their approved courses of study only if they maintain satisfactory progress as evidenced by attendance at classes, satisfactory performance in examinations and the proper completion of such other work/task as may be allotted to them.
•    If any student’s progress is unsatisfactory, he/she will be given extra care and support and other relevant remedial measures to help him/her make progress. At the same time, he/she will be warned about the consequences he/she might face due to his/her unsatisfactory progress.
•    If a student persistently makes unsatisfactory progress even after pursuing the ISB Dubai’s remedial measures under a given period of time, he/she may eventually be excluded from the Institution and Immigration Departments will be notified about it duly.
•    ISB Dubai monitors students’ progress in three stages namely Early Monitoring, Mid-Term Monitoring and Term Final Progress. In both Early & Mid-Term Monitoring, students will be given assignment/task/mock test etc. as appropriate and be given feedback on their works. Term Final Progress includes the examinations/assignments as conducted by the awarding body of each programme. Based on the students’ performance in examinations/assignments marked and graded by the concerned awarding body, the Course Coordinator of each academic department of ISB Dubai will make a report that will be presented to the Academic Committee.
(Please refer to ISB Dubai’s Policy and Procedures on Monitoring and Reporting Students Academic Progress for detailed information)

7.4 Other 
•    Channels of communication i.e. how students make their views known, how they receive feedback on their views
•    Role of lecturers, giving definitions of module/personal tutor as appropriate, and what sort of queries each deals with 
•    Course/subject review committee meetings and minutes
•    Purchase of books; recommended texts, price, when they will be required during the course 
•    Comparison of examinations with earlier results
•    Student feedback and the evidence of actions taken
•    Information about administrative office hours 


8.1 Career Potential Support
Academic programmes, extra-curricular programmes and activities, part-time employment and work experience, voluntary work in the community-all contribute to the development of students' career potential whilst studying at ISB Dubai
ISB Dubai will ensure: 
•    To give greater clarity about the diverse ways in which the ISB Dubai supports the career development of its students and about the respective roles of academic staff, and of the support provided for career development. Details of any aspects of such which students can expect to be provided by the Institution staff. 
•    to make clear to students their entitlement to this support, what they can expect, and from whom. 
•    ISB Dubai is not an employment agency and therefore it will not be engaged in finding jobs for students.

8.2 Learning Placements 
Where Placement Learning is an intended part of a programme of study, ISB Dubai will ensure that: 
•    The responsibilities for Placement Learning are clearly defined.
•    The intended learning outcomes contribute to the overall aims of the programme
•    Any assessment of Placement Learning is part of a coherent assessment strategy.
•    Clear policies and procedures are in place to ensure that responsibilities for Placement Learning are met and that learning opportunities during a placement are appropriate.
•    Placement providers know what their responsibilities are during the period of Placement Learning.
•    Students are made aware of their responsibilities and rights.
•    Students are provided with appropriate guidance and support in preparation for, during, and after their placements.
•    Staff who are involved in Placement Learning are competent to fulfill their role.
•    There are procedures in place for dealing with complaints and that students are aware of, and can make use of, them.


9.1  Purpose of the Complaints Procedure
•    The purpose of the complaints Procedure is to establish an effective monitoring system in the organization. The Institution can learn and check the ongoing irregularities or ineffectiveness of systems, when there is a complaint about the matter from an interested party. The complaints procedures are also used as indicators of standards of customer services that have been successfully established and tested. 
•    When a complainant approaches the Institution with a genuine complaint, it is believed that the complainant has given the Institution a chance to rectify the errors or ineffectiveness or unfairness in the system. It also helps the Institution to take appropriate policy decisions after careful consideration and investigation of the alleged complainant. The most important purpose of the complaints Procedure is to ensure that no client leaves the organization with bad experience, dissatisfactions or grievance.
Please refer to the ISB Dubai Complaints Procedure for more information.

10.1 Appropriate Feedback
•    ISB Dubai will ensure where appropriate, feedback is provided to students on their works in order to facilitate improvement and promote learning. 
•    ISB Dubai should ensure that feedback is provided at times which are appropriate to enable the students to benefit from such feedback.
•    Formal feedback must be given to students on their works collected for Early and Mid-Term Monitoring purposes. Students will be given feedback on their performance at the end of the term (Term Final Progress) as well.
•    Lecturers and course coordinators should ensure that their feedback on students’ works is constructive. 


  11.1 Students Recruitment
•    ISB Dubai will promote all educational programmes accurately and honestly in terms of quality, standing and availability.
•    Differences between ISB Dubai and competitors should be portrayed in a comprehensible and accurate way so as to project a cooperative marketing image to the target audience. No false or misleading comparisons should be drawn with any other provider.
•    ISB Dubai should promote themselves in a professional and ethical manner and ensure that all marketing activities reflect best practice.
•    In all advertising and public communications, the Institution will avoid untruth, concealment and overstatement about its programmes, achievements and services.
•     The Institution will avoid recruitment practices that involve the offer of improper financial or other inducements to students. 
•    The Institution will make all reasonable attempts to deliver learning programmes and support services to meet the individual needs of students, efficiently and effectively to accepted quality standards, and will take reasonable steps to rectify any shortcomings in the service delivered. 
•    Learning support, information, advice and guidance offered to students will be impartial and guided by the best interests of the student. 

  11.2 Appointment of Agents  
ISB Dubai insist on appointing consultants who: 
•    Demonstrate qualities and abilities to expertly fulfill genuine needs of international students while respecting ISB Dubai policies
•    Do not support or encourage illegal actions
•    Maintain proper and high standards of professional conduct of business as an international education agent
•    Accurately represent ISB Dubai, its courses, facilities and procedures
•    Maintain the honour and confidentiality of the student and information supplied by them
•    Do not allow unjustified criticism of other educational representatives or Institutions
•    Will resolve any conflict directly with the students in a professional manner
•    Keep themselves constantly updated in areas of advice and new developments in all sectors be it new courses, immigration regulations and or new procedures
•    Provide ISB Dubai and students with information they need disclosing all relevant information
•    Swiftly respond to communications
•    Support and promote ISB Dubai and its educational programmes
•    Do not discriminate on the basis of ethnic origins, religion or sexual orientation, disability or age
•    abide by the Marketing ethics of ISB Dubai
•    notify any applicable charges to the student and ISB Dubai in advance
•    will be  accountable to both ISB Dubai and students

   11.2 External Relationships
•    The Institution will be responsive to its community and within the framework of its own Mission Statement will seek to provide programmes and services relevant to the needs of individuals and employers. 
•    The Institution will provide timely and accurate information to the best of its abilities on individual student to employers or others, within the confines of the Data Protection Act and any other relevant legal requirements. 
•    The Institution will ensure that its contracts with organisations comply with acceptable ethical standards and legal frameworks


12.1 Introduction 
As an employer and premises occupier, ISB Dubai will ensure as far as reasonably practicable, the health, safety and welfare of members of staff, students, and other people who may be affected by its activities. All members of staff have a role to play in health, safety and welfare matters. Such roles include observing approved Institution’s policy, and carrying out specific procedures in the event of particular incidents. 

12.2. 12.2 General Statement of Policy & Principle  
The ISB Dubai is committed to best practice in ensuring health & safety in the campus. It aspires to continual improvement beyond basic legal compliance in respect of members of staff, students, visitors, contractors who may be carrying out work on the Institution’s sites, and any other persons who could be affected by its activities. 
The Chief Executive has overall responsibility for health and safety matters in the Institution, although staff and students of the Institution share some responsibility for their own health and safety and that of others whilst engaged upon the Institution business.
a)    The Health & Safety Policy will be implemented through a commitment to the following objectives:   
i)    Provision must be made and maintenance must be for safe and healthy working conditions,
ii)    Equipment and systems of work; 

b)    The implementation of a health and safety management system involving a process of regular audits, inspections and resultant actions must be ensured; 
c)    The effective consultation must be held with members of staff and health and safety representatives;
d)    There will be sufficient resource and activities for the promotion of best practice  in health and safety within the Institution;
e)    The Institution must ensure the competence of members of staff and students with designated responsibilities;
f)    The Institution must show consideration of health and safety issues at all stages of project management; 
g)    The Institution  must allocate adequate resources and enlist specialist advice; 
h)    The Institution must encourage a fit and healthy workforce;
i)     The Quality Assurance Committee of the Institution will ensure that this Policy is carried out through the approval of strategy, policy and action plans, and by regular monitoring.
12.3 Environment Policy
ISB Dubai is committed to complying with all relevant environmental legislation at local, regional and national level as a minimum requirement and to continually improve environmental performance through appropriate initiatives, controls, provision of resources and training of employees. 
The aim is to minimise significant impacts of ISB Dubai’s activities, products and services. These are based on a commitment to following environmental principles:
•    Prevention of pollution
•    Effective and responsible waste management and disposal.
•    Promoting reuse and recycling of products.
•    Maintaining a high level of awareness of environmental issues in the workforce.
•    Involving suppliers, contractors and customers in environmental initiatives.
(Please refer to Health & Safety: Principle & Policy for more information) 


13.1 Introduction 
The ISB Dubai is keen and committed to maintaining the quality assurance in each of the academic and administrative departments. So, the primary objective of ISB Dubai is to establish a proper system of quality audit which can effectively and efficiently manage the quality assurance within the Institution. 
The ISB Dubai Quality Assurance Committee will be vigilant and make sure that quality assurance matters are discussed and audits are conducted every year without any failure.  The ISB Dubai will conduct academic audit on a regular basis. 

13.2  Internal Audit Objectives 
The purpose of audit can be identified as the following:
•    to ensure that the quality assurance systems and procedures adopted throughout the Institution are efficient, effective, and sufficient to deliver the intended outcomes
•    to fulfill an enhancement function through the dissemination of information on good practice throughout the academic department and, where weaknesses are identified, to require and/or recommend appropriate action for improvement
•    to ask to disclose any relevant information relating to the academic matters
•    to hold meeting individually with any of academic personnel for example a lecturer 
•    to hold meeting with the students of different academic departments 

13.3 Quality Assurance Auditor 
The ISB Dubai will ensure that suitably experienced personnel are appointed to take charge the obligation of conducting the quality assurance audit for each of the academic and administrative departments. Quality Assurance Auditor will be appointed by the Quality Assurance Committee in consultation with the Chief Executive or Director of Administration.
ISB Dubai will ensure that the Quality Assurance Auditor possesses a strong analytical background and is much organised. Excellent interpersonal skills, data analysis, computer skills and a very good level of understanding of private and Higher Education and rules & regulations of authorities are essential for a Quality Assurance Audit and therefore these attributes will be highly focused on before an Auditor is appointed.  
13.4 Personnel who must be present during Academic Audit 
The following personnel must be present during the academic quality assurance audit: 
•    Academic Head
•    Deputy Head of the Academic Department, if any 
•    Lecturers 
•    Course Co-coordinators

13.5 Areas of Audit 
•    Lectures 
•    Lectures 
•    Handouts 
•    Revision Lectures 
•    Mock Examinations 
•    Mock Examinations Feedbacks 
•    Student Satisfactions 
•    Student Success Rate 
•    Department Meetings 


13.6 Lecturers 
The QAA will assess the following issues in terms of lecturer’s quality of the relevant Academic Department. 
Areas of Assessment
Appearances    Dress Code
Attitude    Eye contact
Subject Knowledge    Analytical quality
Motivation ability    Trainings attended
Feedbacks standards    Punctuality
Organizational orientation    Student orientation
Body language    Hierarchy observance

13.7 Lectures 
The QAA will assess the following areas while auditing the lectures of the Academic Department:
Areas of Assessment
Preparation    Subject knowledge
Cross reference ability    Update version of lectures
Referring to the authoritative texts    Reference to the additional readings
References to the leading websites    Lectures as per syllabi
Explanatory notes and ability    Easy to understand
Lectures delivery & flow    Pronunciations
Voice projections    Pace & pause
Clarity of expression     
13.8 Hand-outs 
The QAA will also assess the following areas of the hand-outs provided by the lecturers. 
Areas of Assessment 
Updated version    Reference of the authoritative texts
Reference of the additional readings    Headings, sub-headings, paragraphs
Numbering style    Syllabuses orientation
Informative & suggestive    Analytical approach
Cross references    Easy to understand
Sentence style      Grammatical perfections 
Appropriateness of Length     Topics explanations 

13.9 Revision Lectures 
The QAA will assess the following areas of the revision lectures. 
Areas of Assessment
Exam orientation    Informative  & suggestive
Ready reference     Easy to follow 
Effectiveness of the lectures     Oriented to examiners’ view 
References to essential readings     Quick to finish 

13.10 Assessing Department’s Activities 
The QAA will assess the department’s activities of the Institution in details. The QAA will consider the provisions of the Academic Best Practice Guide (ABPG) of the ISB Dubai and will check whether the Department, which is under audit, is observing the provisions of the ABPG properly. The following areas will meticulously assessed by the QAA and these are: 
•    Lesson plan
•    Regular lectures
•    Attendance chasing
•    Updated lectures handouts
•    Revision lectures
•    Mock Examinations 
•    Mock Examinations Feedbacks
•    Student Counseling
•    Student special advice sessions
•    Departmental regular meetings with lecturers
•    Department follow up activities
13.11 Assessing Department’s Documents and Evidence 
The QAA will also meticulously assess the supporting documents or evidence of the academic activities. The QAA will not make any comment unless he or she has assessed the relevant documents or evidence relating to the academic activities. The documents or evidence actually substantiate what the Head of the Department is suggesting. If the suggested activities do not have any documents or evidence to show, it will be assumed that the Department, which is under audit, has failed to perform accordingly. The QAA will assess the following documents or evidence while auditing the Academic Department. 
13.12 Student Affairs
•    Records of Student application form
•    Records of Student’s registration with awarding body
•    Students’ attendance records
•    Records of chasing letters for attendance
•    Records of Examinations results
•    Other records of student progress
•    Records of Student’s credentials
•    Records of academic feedbacks
•    Records of examinations feedbacks
•    Records of written assignments
•    Records of assignments feedbacks, if any
•    Records of disabled student’s facilities, if any
•    Records of Immigration Department correspondence
•    Records of student supporting letters

13.13 General Academic Administration 
•    Records of Minutes of academic staff meetings
•    Records of complaints formal or informal
•    Records of any corrective actions 
•    Records of extenuating circumstances
•    Records of external body’s report e.g. academic performance appraisals
•    Records of disciplinary actions, if any
•    Records of staff appraisals
•    Records of staff trainings & developments
•    Records of staff disciplinary actions and reports
•    Records of feedbacks from students
•    Records of appropriate time table 

13.14 Administrative Audit
The QAA will assess the following areas while auditing different administrative departments and issues:
•    Enquires & Application
Areas of Assessment
Fast, reliable and professional service    Sending welcome letter & Prospectus 
Reply within two working days    Data securely held
Caller/communicator verification    Follow-up
Enquiries recorded in CMS    Applicant’s decision (acceptance or decline) updated in CMS

•    Admission
Areas of Assessment
Students’ age verification
   Relevant regulations explained to students
Certified educational certificates     Warm welcoming of students at the campus
Prompt communication    Giving Student Handbook to each student
Advice given on fees payment    Fee arrangements before the Induction Day

•    Record Keeping
Areas of Assessment
Computerised and manual records    Keeping required documents in students’ file
Keeping data securely    Keeping copies of issued letters in students’ files
Not disclosing data unlawfully    Entering attendance record into CMS on a daily basis
Checking each file by the Manager Administration    Up to date and accurate records

•    Marketing
Areas of Assessment
Honest & ethical approach in marketing    Ensuring the availability of promotional materials & prospectuses in abundance
Appropriate research     Advertising and publicity activities
Agents training    Ensuring the availability of briefing documents for agents 
Checks on deposits and tuition fees paid by students    Copies of all agents’ agreements & certificates

•    Health & Safety
Areas of Assessment
Clear and accurate fire exit & emergency signs    Fire notices & records of fire drills
Safe & clean environment for staff and students    List of first-aiders and registration with HSE

Food and drink meet
statutory hygiene requirements    Health and safety law poster
Relevant staff given health & safety, first aid & fire precautions training    Accident report book and first-aid box available at the reception

•    Complaints Handling
Areas of Assessment
Availability of Complaints Form at the reception    Written confirmation of decision
Proper dealing with informal complaints     Report of findings by the Complaint’s Officer
Acknowledgement of formal complaints    Handing over the report to the Principal
Rapid investigation of formal complaints    Revision process 
Decisions notified to complainants    Notification of final decision to the complainant

•    Student Service
Areas of Assessment
Effective meet and greet service     Giving advice, information & assistance to students
Availability of request form at the reception    Serving students with a smiling face
Fast student service     Giving Health & Safety Manual & Student Handbook  to students
Availability of ongoing pastoral support to students    Arranging counselling Service

Quality Assurance Guidelines

1. An introduction to Internal Quality Assurance Audit 

ISB Dubai is keen and committed to maintain the quality assurance in each of the academic/administrative departments. So, the primary objective of ISB Dubai is to establish a proper system of audit which can effectively and efficiently manage the quality assurance within its partner Institution. The ISB Dubai’s Quality Assurance Committee will be vigilant and will make sure that quality assurance matters are discussed and audits are conducted regularly and efficiently. ISB Dubai will conduct academic/ administrative audit as minimum as one time in an academic year. 

2. Internal Audit Objectives 

The purpose of audit at a ISB Dubai partner institution can be identified as follows:
•    To ensure that the quality assurance systems and procedures adopted throughout the Institution are efficient, effective, and sufficient to deliver intended outcomes. 
•    To fulfil an enhancement function through the dissemination of information on good practice throughout the academic department and, where weaknesses are identified, to require and/or recommend appropriate action for improvement
•    To maintain the ISB Dubai’s Brand as a Quality provider of Global Education.
•    To maintain consistency of provision across all its partners

3. Chief Quality Assurance Officer (CQAO)

ISB Dubai will ensure that a senior academic has been appointed to take charge of the obligation of conducting the quality assurance audit for each of the academic/ administrative departments of the Institution
The Principal/Director of Studies of the institution will be the ex-officio CQAO. The CQAO will be in charge of all aspects of academic quality assurance matters. The Audit Final Report (AFR) will be submitted by the CQAA for further action in relation to the academic quality assurance matters of the audited department.   
The CQAA will nominate the auditor for each of the academic departments and will notify the relevant department the name of the nominated academic auditor. The CQAA will then hold a meeting with the nominated Academic Quality Assurance Auditor and will decide how to commence the academic audit and any other urgent and relevant matters relating to quality assurance audit for the academic departments.  

4. Academic Quality Assurance Auditor (AQAA)

The Academic Quality Assurance Auditor (AQAA) will be a senior member of staff who will conduct the academic audit. The AQAA will follow the appropriate procedure and any other relevant directions of the CQAO while conducting the academic audit. The AQAA will have the following powers. 
•    To ask to disclose any relevant information relating to the academic/ administrative matters.
•    To check all academic documents including, sample questions papers, answer scripts, students’ attendance, and academic performance records. 
•    To hold meetings individually with any of the academic personnel.
•    To hold  focus meetings with students of the academic department. 
The AQAA will be subjected to confidentiality i.e. will not disclose his or her findings except to the authorised personnel of ISB Dubai

5. Personnel Who must be Present During Audit 

The following personnel must be present during the academic quality assurance audit: 
•    Head of Department/Dean/Director of studies
•    Course Coordinators of the Academic Department 
•    Lecturers 
•    Academic Administrator, 
•    Selection of students
If there is any course committee of the Academic Department, the student member of the academic committee must be present.  

6. Audit Final Report (AFR): 

The AQAA will prepare a report after the completion of the audit based on his or her findings. The Audit Final Report of the AQAA will contain the issues stated in Appendix Form: 
The final audit report is an important document as it contains records of academic/ administrative performance. All findings will be objective in nature and all recommendations must be acted upon. 

7. Academic Audit

7. 1 Areas of Audit 
•    Lecturers 
•    Lectures 
•    Handouts 
•    Revision Lectures 
•    Mock Examinations 
•    Mock Examinations Feedback 
•    Course Committee 
•    Student Satisfaction
•    Student Success Rate 
•    Department Meetings 
•    Special Performance

7.2 Administrative Audit
The QAA will assess the following areas while auditing different administrative departments and issues:
•    Enquires & Application
•    Admission
•    Record Keeping
•    Marketing
•    Appointment and monitoring of agents
•    Health & Safety
•    Complaints Handling
•    Student Service
•    Immigration Compliance

8. Audit Procedure 

8.1. Assessing the department’s activities 
The AQAA will assess the department’s activities of the Institution in detail. The AQAA will consider the provisions of the Academic Best Practice Guide (ABPG) of ISB Dubai and will check whether the Department, which is under audit, is observing the provisions of the ABPG properly. 
The AQAA may have more specific areas of assessment apart from the areas, which are listed above. The Head of the department must comply with the requirements of the AQAA and will provide necessary support to the AQAA.  
8.2. Assessing the Department’s Documents and Evidence 
The AQAA will also meticulously assess the supporting documents or evidence of the academic activities. The AQAA will not make any comment unless he or she has assessed the relevant documents or evidence relating to the academic/administrative activities. The documents or evidence actually substantiate what the Head of the Department is suggesting. If the suggested activities do not have any documents or evidence to show, it will be assumed that the Department, which is under audit, has failed to perform accordingly. The AQAA will assess the documents or evidence by using the prescribed Form while auditing the Academic Department. 

8.3. Recording of Discrepancies (NON-Conformities)
The AQAA will record any discrepancies that he or she may experience and will try to immediately identify the correctional actions which may be required to remedy the discrepancies. 

8.4. Discussing the Discrepancies with the Head of Department
The AQAA will then sit with the Head of the Academic/administrative Department, which is under audit, and will discuss the areas of discrepancies indentified by him or her.
After the discussions the AQAA will obtain signature in DI Form to make sure that the matters have been discussed. 

8.5. Discussing Recommendations of Immediate Correctional Actions, if any 
The AQAA will then discuss the recommended immediate correctional actions for eliminating the elements of discrepancy. 

8.6. Reaching an Agreement on Points of Discussions 
The AQAA must reach an agreement with the Head of the Academic Department on point of discussions. The agreement must be signed by both the AQAA and the Head of the Department, which is under audit. This agreement is very important as it will carry evidence of basic points of discussions and the obligations as agreed by the Head of the Department arising out of the audit discussions.  

8.7. Completing the Audit 
The AQAA will officially conclude the audit after all the necessary checks, assessments and visits. While concluding the audit the AQAA will reaffirm the points of discussions and agreed actions to be taken by the Head of the Department. The AQAA will also indicate the date of the audit report to the Head of the Department. The AQAA must ensure before finally conclude the audit that the Head of the Academic really understands the points that have been raised during the audit. 
8.8. Preparing the Report on the Basis of Audit 
•    The AQAA will then prepare an audit report based on his or her findings. The report is a compulsory requirement for the quality assurance. 

8.9. Audit Report Submission 
The Audit Final Report (AFR) must be communicated to the following personnel and they are: 
•    Chief Quality Assurance Officer 
•    Head of Academic Department (which was audited)
The audit report must be prepared and submitted no later than 14 days from the date of the academic audit. 

8.10. Discussing with the CQAA about the Quality Audit Report (AFR)
The CQAA will hold a meeting in order to update the CQAO in relation to the academic/ administrative audit’s findings and steps which will be taken for the correction or remedy. The CQAA will receive instructions, if there are any, and will take the necessary action. The CQAA will also pass the instructions of the CQAO to the relevant Academic Department.  
The CQAA will keep records of the discussions and will write a letter to the Head of the Department advising required actions.    

9. Monitoring the Quality Assurance as per QAR

The CQAO and the CQAA will be jointly responsible to make sure that the Head of the Academic Department, which was audited, is complying with the recommendations as mentioned in the Audit Final Report. The progress of the academic department as per the AFR will be constantly monitored by the CQAO and the CQAA. 

10. Conclusion 

The processes and procedures have been made in order to ensure that the quality assurance checks are progressing smoothly and without any apparent confusion. If there is any disagreement with the AQAA the matter will be resolved by the Chief Quality Assurance Officer and the decisions of the CQAA will be final in such a situation.  



1.1     The policy commits ISB Dubai to maintain and improve the quality of its teaching and learning provision through the processes of continuous improvement and quality assurance.

1.2     The policy applies to all staff and Students.

1.3     The policy supports following strategic aims of the Institution
•    To improve levels of student achievement at ISB Dubai 
•    To improve levels of student retention at ISB Dubai 
•    To improve levels of attendance amongst full time students at ISB Dubai. 
•    To add value to the educational lives of students in a variety of ways

1.4     The policy supports the Institution by
•    Ensuring the quality of teaching and learning
•    Meeting learners’ needs
•    Meeting Immigration Department guidelines 
•    Meeting Awarding Body requirements
•    Identifying strategies for improvement
•    Ensuring quality assurance
•    Making best use of the talents & energies of the Institution staff

1.5     This policy also supports the following promises made in ISB Dubai’s Student agreement by
•    Providing the opportunity for learners to give feedback to the Institution
•    Dealing promptly with any complaints that learners may have


•    Awarding Bodies - those bodies responsible for publicly accrediting courses
•    Academic Board- Head of Academics together with Head of Departments


3.1     ISB Dubai is committed to improving the quality of its provision as articulated in the strategic plan by
•    Enduring high standards of professional performance
•    Implementing rigorous self-assessment process
•    Embedding effective policies and procedures
•    Measuring and analysing performance against benchmarks
•    Ensuring all staff employed by the Institution are aware of their joint responsibility in improving the quality of provision

3.2     The quality process involves a cycle of activities of which Self-Assessment and Course Review are major parts. The major elements are:
•    Identifying priorities at different levels of the Institution, informed by the Strategic Plan
•    Establishing performance indicators/targets against which provision is judged
•    Collecting data in order to measure performance
•    Analysing performance against benchmarks and performance indicators
•    Implementing and monitoring improvement plans
•    Issuing reports on quality issues for the senior management team.

3.3     This cyclical process occurs at the Institution, departmental and course/team level throughout the Institution.


4.1     The cyclical self-assessment process is supported by a series of activities, procedures and practices.
It is the responsibility of:
4.1.1     Head of Departments to identify the Strategic Priorities for the Institution in response to internal and external demands and initiatives;
4.1.2     Head of Departments and other staff to develop and review Institution Policies and associated procedures, guidelines and strategies;

4.1.3     Heads of Department to:
•    Self-assess their area of provision and contribute to the Institution Self-Assessment Report
•    Conduct professional performance reviews of all their departmental staff
•    Establish mentoring arrangements for all new staff or for staff with new responsibilities
•    [teaching heads] Ensure that course teams and teachers keep records of meetings, maintain course and subject files, and complete the annual course review cycle for each course, including the administration of the induction and on-course student perception surveys
•    [teaching heads] Carry out a programme of teaching observations
•    [support department heads] Maintain and review standard quality service agreements

4.1.4     The Head of Academics to
•    Manage the annual quality cycle
•    Review improvement plans
•    Monitor Awarding Body reports/requirements
•    Monitor and report on the complaints procedure
•    Manage and report on the staff & student perception survey processes
•    Manage and report on the teacher observation scheme
•    Draw up the annual staff development plan, and manage and report on staff development
•    Manage and report on the team of advanced practitioners to improve teaching & learning
•    Manage and maintain the quality intranet site
•    Ensure, through audit, that all staff comply with quality policies and procedures

4.1.5     Teachers to complete Course Reviews by
•    Reviewing of student retention, achievement and target-setting 
•    Reviewing Induction 
•    Reviewing teaching, learning, resourcing & assessment in mid-course 
•    Providing a Summary Course Review at the end of each course 
•    OR, for short courses, providing a summary course review at the end of each course
And to:
•    Provide effective & appropriate teaching, training and support for learning
•    Maintain current course [co-ordinating] and subject [teaching] files, including minutes of meetings
•    Undertake appropriate development and training

4.1.6     Head of Departments to
•    Validate all decisions on quality issues.

4.1.7     All staff to take part in Monthly Staff Meetings and Quarterly Performance Review.
4.2     All staff is responsible for the quality of their work and for ensuring the quality of the Institution’s provision.


5.1     The Academic Board will be responsible for reviewing and approving the Quality Policy
5.2     The Academic board will review the policy annually. 
5.3     Monitoring of the Quality Policy is undertaken by the Academic Board. 


1. Introduction
The concept that academic staff should contribute to teaching development has been developed and refined over a number of years. It is firmly embedded in the academic as well as the personnel strategies which support ISB Dubai’s vision and mission.  
This document attempts to articulate what is meant in the ISB Dubai strategies where they use the terms ‘ISB Dubai academic’ and ISB Dubai professional’.

2. The ISB Dubai professional – a model for all staff
The personnel strategy emphasises flexibility, a willingness to embrace changes in roles and boundaries between roles, an expectation of commitment to high quality service and acceptance of a shared (employer-individual) responsibility for staff development.  This is to be the model for all staff, including academic and support staff.  It implies that staff have a responsibility to act professionally and a right to be treated with respect.  Likewise staff are expected to be accountable for their contribution and performance but are entitled to appropriate support from their managers in achieving their objectives.

3. The ISB Dubai academic – a definition
Both the probation and appraisal processes identify academic staff as having responsibility for setting and maintaining high standards in respect of: 
•    knowledge of their academic subject area; 
•    contribution to teaching and learning;  
•    contribution, as appropriate, to consultancy and professional practice, 
•    Maintaining a high standard of professional conduct (this includes taking an appropriate share of academic management and leadership responsibilities).
Expectations in these areas are fully explained in the notes that accompany the ISB Dubai probation and appraisal processes.
The personnel strategy indicates that academic staff will be expected to engage in teaching and that all academic staff are expected to take a share of the academic management responsibilities. 
Excellence in teaching is an aspiration for all ISB Dubai staff.  Development of professional practice could be through a range of different activities including: active participation on different workshops and trainings related to the profession; or consultancy work.  The exact nature of the contribution will vary widely between departments and individuals.  A precise definition of the full range of possible forms of contribution is therefore neither possible nor desirable.
The way forward
The ISB Dubai would expect the definition of the ISB Dubai academic to continue to evolve and there will continue to be heterogeneity in the characteristic profiles of staff between and within the different departments. The Academic Head will be expected to ensure that all members of staff fully understand the expectations in relation to this definition. Many staff already matches the model of the ISB Dubai academic and they will continue to receive support for their further development. 
The personnel strategy gives a commitment to working with, and providing support for, other members of academic staff who do not at present fully meet the requirements implicit in the definition of the ISB Dubai academic but who have the ability and desire to make the necessary transition. 
The plans and agreed timescales for transition will need to be sensitive to the background and history of each member of staff and will need to be realistic. 

System for Effective Delivery and Assessment of Qualifications
System for Effective Delivery and Assessment of Qualifications
Introduction: At ISB Dubai, we are dedicated to providing exceptional education and ensuring the effective delivery and assessment of our Programs. Our comprehensive system encompasses a Delivery Plan, an Assessment Plan, and an Internal Verification (IV) Plan, all meticulously designed to uphold educational standards and promote learner success.

I. Delivery Plan:

Qualification Overview: Our Programs offer learners a comprehensive understanding in the sectors of the individual program. These qualifications are designed for completion with the regulation of ISBM AG and the responsible authorities and are delivered in different methods, this includes Online, Virtual, Blended or on-campus and in a combination of practical training, ensuring learners gain real-world experience.
Aims and Objectives: The primary aim of these qualifications is to equip learners with the knowledge and skills required to excel in the industries and market. Secondary objectives include fostering leadership skills, enhancing problem-solving abilities.
Delivery Approach: To ensure effective delivery, we employ a diverse range of teaching methods, including lectures, workshops, visits, and practical training. Our delivery approach aligns seamlessly with the qualifications' aims and objectives, fostering a dynamic and engaging learning environment.
Resource Allocation: ISB Dubai is committed to providing the necessary resources for effective delivery. This includes a team of highly qualified trainers, state-of-the-art classrooms, access to standard facilities, and an extensive library of learning materials.
Learner Support Services: We understand the importance of learner support. Our learners benefit from academic mentoring, career counseling, and access to a dedicated support team to address their individual needs and challenges.
Quality Assurance Measures: We implement a robust quality assurance framework that includes regular monitoring, assessments, and feedback loops. This ensures that the delivery plan remains effective and aligned with our commitment to excellence. We continuously seek opportunities for improvement and refinement.
Timeline: Our detailed delivery timeline provides a structured overview of the qualification journey. It includes key milestones, assessment dates, and review points, allowing us to track progress and make necessary adjustments to meet our goals.
Risk Management: Identifying potential risks is crucial to maintaining the quality of our delivery plan. We have implemented a risk management strategy that identifies, assesses, and mitigates risks that could impact the effective delivery of our Diplomas.

II. Assessment Plan:

Assessment Methods: Our assessment methods are carefully selected to align with the learning outcomes of the Diplomas. These methods include written exams, practical assessments, case studies, and group projects, ensuring a comprehensive evaluation of learner knowledge and skills, however due to the new technology of AI ISB Dubai will be moving soon to verbal exams, this is a must after officially announcing in 2023 passing the ChatGPT different exams such as full MBA degree and US Medical Licensing Exam.
Assessment Criteria: Clear and transparent assessment criteria are established for each assessment method. These criteria encompass specific indicators and grading procedures that guide assessors in evaluating learner performance consistently and fairly.
Assessment Schedule: Our assessment schedule provides a detailed timeline that specifies when assessments will take place, the location where assessments will be conducted, and the personnel responsible for overseeing and conducting assessments. This schedule ensures that assessments are well-organized and executed as per plan.
Standardization: To maintain consistency in assessment practices, we have implemented a standardization process. This process includes regular meetings and training sessions for assessors to ensure that assessment practices align with our standards and guidelines.
Feedback and Reporting: We emphasize the importance of timely feedback to learners. Learners receive constructive feedback on their assessments, enabling them to understand their strengths and areas for improvement. Additionally, we maintain comprehensive records of assessment outcomes and reporting mechanisms.
Appeals and Grievance Process: In line with our commitment to fairness, we have established a clear process for learners to appeal assessment decisions or address grievances related to assessment practices. This process is communicated to all learners to ensure transparency and fairness.
Assessment Review and Improvement: Regular reviews of our assessment practices are conducted to identify areas for improvement. We use learner feedback and assessment outcomes to enhance our assessment methods continually.

III. Internal Verification (IV) Plan:

Internal Verification Process: Internal verification is a crucial component of our assessment quality assurance. Our IV process involves regular checks and verification of assessment practices at key stages. This process is conducted by trained internal verifiers who have a deep understanding of our qualifications and assessment requirements.
Verification Criteria: We have established clear criteria for internal verification to ensure the quality and consistency of assessments. These criteria cover aspects such as assessment design, assessment administration, grading, feedback provision, and record-keeping.
Roles and Responsibilities: In our IV plan, we define the roles and responsibilities of internal verifiers. They work in collaboration with trainers and assessors to ensure that assessments align with our standards and guidelines. Internal verifiers act independently and impartially to maintain assessment quality.
Reporting and Action: The findings of internal verification are reported systematically. Any identified issues or discrepancies are addressed promptly, and corrective actions are taken to rectify them. This ensures continuous improvement in our assessment practices.
Continuous IV Improvement: We are committed to the ongoing improvement of our internal verification process. This includes regular reviews and updates to the IV plan based on feedback, changes in qualification requirements, and evolving industry standards.

IV. Communication and Training:

Stakeholder Communication: Effective communication channels are established between trainers, assessors, internal verifiers, learners, and management. This ensures that information flows smoothly, and all stakeholders are aware of their roles and responsibilities.
Professional Development: We provide continuous professional development opportunities for our trainers, assessors, and internal verifiers. This ensures that they remain updated with industry best practices and maintain high levels of competence.


V. Evaluation and Review:

Regular Evaluation: We conduct periodic evaluations of the entire system, including delivery, assessment, and internal verification, to assess its effectiveness and identify areas for improvement.
Policy Review: We review and update these plans and processes annually to adapt to changing educational needs and industry requirements, ensuring that we consistently deliver high-quality Diplomas.

VI. Compliance and Accountability:

Adherence to Policies and Procedures: We maintain strict adherence to all policies and procedures related to the delivery and assessment of qualifications, holding all relevant stakeholders accountable for their roles and responsibilities.
This system is designed to create a structured and supportive environment that promotes the effective delivery and assessment of Diplomas, aligning with our commitment to excellence in education. We are ready to submit this system to KHDA Dubai for review and approval

Role Definition

Elements of role        Examples of activities that could provide evidence (these are not in order of priority and they may refer to more than one element)
1. Knowledge of professional area or expertise

a) Up to date knowledge of relevant professional domain in appropriate depth and breadth

b) Appropriate and relevant knowledge of professional framework

c) Seeks to develop relevant professional expertise and  knowledge

d) Is able to actively apply knowledge and expertise appropriately in the context of his/her role and the Institution        Undertakes appropriate and relevant trainings
Membership and participation in relevant professional body

Is aware of local and external FE dimension
Builds and maintains relevant professional contacts

Contributes appropriately to subject/professional debate
Quality and currency of advice given

Is proactive in the management of change
Contributes to the development of policy and other documentation as necessary and to required standard /contributes to the development of policy papers
Introduces appropriate innovations
2. People Management/Relationship Management        
2.1 Well developed people management skills and application of these skills across a range of areas;

a) Recruitment and Selection
- up to date knowledge and skills in relation to current good practice and relevant legislation

b) Performance Management 
- understands and applies the concepts of effective management of individual and team performance

c) Team leadership
-Builds and maintains effective working relationships on a team and individual basis 
-Successfully leads a team to achieve individual and group objectives, providing direction, vision and securing commitment

d) Development 
-Takes responsibility for and is proactive in the development of team members

e) Manages Diversity
Recognises the diversity of the working environment and seeks to foster and maintain dignity at work in relation to all staff

2.2 Is skilled in dealing with a range of colleagues at junior and senior levels as well as external bodies

2.3 Is able to stimulate and motivate team members and work purposefully with colleagues

2.4 Is able to work effectively in own role, team, in cross Institution and external settings and in relevant external groups or networks









   Positive feedback from peers, team members and senior managers

Attendance at internal and/or external training events

Fully contributes to the decision making process in relation to recruitment and selection 

Appropriate management of performance issues/concerns as necessary

Sets up appropriate mechanisms to ensure effective communication to and among team members

Implementation of appraisal process and action of subsequent development and other outcomes 

Is proactive in the career progression and development of team members

Actively encourages participation and involvement of colleagues in team discussions and activities

Actively promotes working within an equal opportunities framework

Sets and maintains high standards of ethical/professional behaviour

Demonstrates respect for and values the contribution of others

3. Operations Management 
a)Applies appropriate processes and systems to maintain effective work management and achieve objectives 

b) Has appropriate understanding of  quality management practices, implements appropriate practices and is concerned to maintain and improve standards

c) Contributes appropriately to the strategic planning and development of the Faculty/Service

d) Understands and applies the concepts of effective project and deadline management

e) Recognises and accepts responsibility for the health and safety of team members
       Achieves personal and leads team objectives 

Develops and implements new procedures in response to changing demands

Positive feedback from staff, peers and senior managers
Positive feedback from faculties, services, units or other bodies with which the person interacts

Engages in and contributes fully  to faculty/service discussion

Production of appropriate written and numerical material which contributes to planning process 

Successful implementation of projects to meet deadlines
Contributes to the development and implementation of health and safety standards
Manages and monitors health and safety performance

4. Financial and Resource Management

a) Possesses appropriate financial and resource management skills 
to manage budgets and resources effectively 

b) Understands relevant financial regulations and good practice as they apply to area of work and the Institution
as a whole

c) Uses relevant financial/resource information to make appropriate decisions

d) Analysing and evaluating information to contribute to the planning process


    Authorises and monitors expenditure and resource utilisation appropriately and within overall budget/agreements 

Feedback from senior managers and peers

Self updating and attendance at appropriate training sessions

Is familiar with appropriate regulatory information

Provides relevant financial/reserve information in order to contribute effectively to the planning process

Contributes an analysis of processes and outcomes towards the planning process
5. Professional/Personal Skills and Conduct        
a) Has and applies appropriate knowledge of relevant Service and Institution health, safety, security and welfare arrangements, codes of practice and regulations

b) Ability to present points persuasively both orally and in a written format

c) Able to handle complex, sensitive, and confidential information and to tailor its communication in accordance with the needs of different audiences

d) Positively engages with differing/conflicting views on principles and practice within and between departments to promote best practice and positive change without compromising sound principles and/or individual standing

e) Negotiates appropriately with colleagues or others external to the Institution

f) Organises time to meet deadlines and prioritises appropriately

g) Works flexibly to accommodate  changing demands

h) Realistically evaluates own skills, driving own learning and personal development

i) Demonstrates initiative and is capable of independent judgement and resolution of complex issues

j) Has a high level of personal integrity and honesty

k) Is able to manage ambiguity

l) Exercises judgement appropriately in standing one’s professional ground, demonstrating both resilience and a capacity for flexibility

m) Adopts appropriate task and process balance    






   Personal/self updating and attendance at appropriate training events
Contribution to discussion in Institution

Implementation of appropriate response to issues as they arise

Possesses knowledge of relevant information including literature, web, individuals etc

Positive feedback from staff, peers, managers

Represents ISB Dubai in external forums

Is able to achieve objectives with the co-operation of others

Achieves deadlines

Positive involvement in change issues to achieve desired outcomes

Is able to reflect on personal skills, actions and development needs, fully contributes to appraisal process and is proactive in meeting identified development needs

Is aware of behaviour on others

Shows evidence of collaborative effort within activities

Appropriate response  to issues as they arise

Positive feedback from colleagues across all levels in the Institution

Positive feedback from internal or external auditors, feedback from students 

Personal Development Record
Personal Development Record

Section 1:  Personal Details


Date Record Completed
Date of Discussion with Supervisor (if appropriate)
Period of Time Covered

Section 2:  Review of Last Year – Goals and / or Key Tasks

Please detail last year’s goals and / or key tasks.  These may be copied from last year’s record. Comment on your overall performance and success in meeting the goals listed.  You should mention any specific factors that may have either helped or inhibited your progress.
Goal and/ or Task:





Section 3:  Review of Last Year – Development Activities

This page should include details of activities undertaken both inside and outside your department, on campus and off it.
Comment on the development activities that were undertaken as a result of last year’s self-appraisal.

Development Activity    
Little or No Use
use    Useful    Very   Useful
1.    0 0 0 0
2.    0 0 0 0
3.    0 0 0 0
3.    0 0 0 0
5.    0 0 0 0
6.    0 0 0 0
Section 4:  The Year Ahead – Future Goals and / or Key Tasks
Supervisor’s comments on Section 2 (if appropriate)
Goals and / or key tasks for the coming year 


Longer term objectives, aspirations and development activities ( 2 – 5 years)
It is not necessary to complete this section if you are uncertain at this time.

Equal Opportunities Policy




Policy Overview
ISB Dubai operates under a strict Equal Opportunities Policy. Below is a copy of this policy for the organisation.

Statement of Equality Opportunity
ISB Dubai is fully committed to the principle of equal opportunities in recruitment and employment and opposes all forms of unlawful or unfair discrimination including those on the grounds of:
•    Age 
•    Disability 
•    Ethnic or national origin 
•    HIV status 
•    Marital status 
•    Nationality (including citizenship) 
•    Race 
•    Religion 
•    Sex 
•    Sexual orientation

ISB Dubai aims to treat all employees and students with dignity and respect and provide a working/learning environment free from all discrimination.  It will conduct its affairs at all times in a manner that is consistent with this aim.
ISB Dubai believes that it is in the organisations best interests, and of those that work/study in it, to ensure that the human resources, talents and skills available throughout the country are considered when employment opportunities arise.

To this end, within the framework of the law, ISB Dubai is committed to achieving and maintaining, whenever practicable, a workforce which broadly reflects the entire country.
Every possible step will be taken to ensure that employees and job applicants are treated equally and fairly and that decisions on recruitment, selection, training, promotion, pay and career management are based solely on objective and job related criteria.

ISB Dubai will comply both with the spirit as well as the letter of legislation.  The existence of law cannot of itself ensure that any policy of non-discrimination will work effectively - it is up to the Management, employees and students themselves to promote equality of opportunity for everyone.

Criteria for dismissal
Criteria for dismissal, including redundancy and expulsion will be solely those consistent with the provisions of ISB Dubai Disciplinary (Misconduct) Policy.


Individual employees
Individual employees, therefore, at all levels are responsible for ensuring that their own conduct, in the exercise of ISB Dubai’s affairs, is consistent with this equal opportunities policy.  In particular, they must not:
•    Discriminate against colleagues, other employees, job applicants or students  or harass them; 
•    Induce, or attempt to induce, other employees/students to practice unlawful discrimination; 
•    Victimise individuals who have made allegations or complaints of discrimination, or provided information about such discrimination. 

Management and supervisors
Management and supervisors at all levels are expected to set an example in non-discriminatory behaviour and to ensure, as far as reasonably practicable, that employees/students act in accordance with this policy.

Monitoring of the Policy
ISB Dubai supports the principle and use of monitoring to ensure the effective operation of the policy. This will be undertaken by the Equal Opportunities Development Officer who will report their findings annually to the Management. All monitoring will respect the confidentiality of the individuals concerned.
Breaches of the Policy
ISB Dubai will treat seriously any breaches of this policy and all instances of actual, or alleged inappropriate behaviour, will be fully investigated and may be subject to ISB Dubai’s disciplinary procedures.

Grievances concerning discrimination will be investigated in accordance with ISB Dubai’s normal Grievance Procedure.

ISB Dubai will identify any scope for the provision of training and encouragement to assist in overcoming barriers to progression and appointment.
In order to achieve effective implementation of the policy, ISB Dubai will ensure that this Policy Statement is bought to the attention of all employees/students.

Data Protection Policy
Policy Overview

ISB Dubai holds and processes information about employees, students, and other data subjects for academic, administrative and commercial purposes.  When handling such information, ISB Dubai and all staff or others who process or use any personal information, must comply with the Data Protection Principles which are set out in the Data Protection Act.
In summary these state that personal data shall:
•    Be processed fairly and lawfully,
•    Be obtained for a specified and lawful purpose and shall not be processed in any manner incompatible with the purpose,
•    Be adequate, relevant and not excessive for the purpose
•    Be accurate and up-to-date,
•    Not be kept for longer than necessary for the purpose,
•    Be processed in accordance with the data subject’s rights,
•    Be kept safe from unauthorised processing, and accidental loss, damage or destruction,
•    Not be transferred to a country outside the European Economic Area, unless that country has equivalent levels of protection for personal data, except in specified circumstances.

"Data controller" further information about ISB Dubai data controller is available from the Principal, who is the Data Controller
“Staff”, “students” and “other data subjects” may include past, present and potential members of those groups.
“Other data subjects” and “third parties” may include contractors, suppliers, contacts, referees, friends or family members.
“Processing” refers to any action involving personal information, including obtaining, viewing, copying, amending, adding, deleting, extracting, storing, disclosing or destroying information.

Notification of Data Held
ISB Dubai shall notify all staff and students and other relevant data subjects of the types of data held and processed by ISB Dubai concerning them, and the reasons for which it is processed.  The information which is currently held by ISB Dubai and the purposes for which it is processed are set out in the Data Protection Register entry.  When processing for a new or different purpose is introduced the individuals affected by that change will be informed and the Data Protection Register entry will be amended.

Staff Responsibilities
Information provided by staff to ISB Dubai
All staff shall:
•    Ensure that all personal information which they provide to ISB Dubai in connection with their employment is accurate and up-to-date;
•    Inform ISB Dubai of any changes to information, for example, changes of address;
•    Check the information which ISB Dubai shall make available from time to time, in written or automated form, and inform ISB Dubai of any errors or, where appropriate, follow procedures for up-dating entries on computer forms.
ISB Dubai shall not be held responsible for errors of which it has not been informed.

Information held or processed by staff
When staff hold or process information about students, colleagues or other data subjects (for example, students’ course work, pastoral files, references to other academic institutions, or details of personal circumstances), they should comply with the Data Protection Guidelines for Academic Staff.
Staff shall ensure that:
•    All personal information is kept securely;
•    Personal information is not disclosed either orally or in writing, accidentally or otherwise to any unauthorised third party.  Unauthorised disclosure may be a disciplinary matter, and may be considered gross misconduct in some cases.

Staff supervising students
When staff supervise students doing work which involves the processing of personal information, they must ensure that the students are aware of:
•    The Data Protection Principles;
•    The requirement to obtain the data subject’s consent where appropriate.

Student Responsibilities
Information provided by students to ISB Dubai
All students shall:
•    Ensure that all personal information which they provide to ISB Dubai is accurate and up-to-date;
•    Inform ISB Dubai of any changes to that information, for example, changes of address;
•    Check the information which ISB Dubai shall make available from time to time, in written or automated form, and inform ISB Dubai of any errors or, where appropriate, follow procedures for up-dating entries on computer forms.
ISB Dubai shall not be held responsible for errors of which it has not been informed.

Information held or processed by students
Students who use ISB Dubai computer facilities may, from time to time, process personal information (for example, in course work).  In those circumstances, they must notify the Data Controller, who will provide further information about this requirement.

Rights to Access Information
Staff, students and other data subjects in ISB Dubai have the right to access any personal data that is being kept about them either on computer or in structured and accessible manual files.  Any person may exercise this right by submitting a request in writing to the appropriate designated data controller.
ISB Dubai aims to comply with requests for access to personal information as quickly as possible, but will ensure that it is provided within 40 working days unless there is good reason for delay.  In such cases, the reason for the delay will be explained in writing by the designated data controller to the data subject making the request.

Subject Consent
In some cases, such as the handling of sensitive information or the processing of research data, ISB Dubai is entitled to process personal data only with the consent of the individual.  Agreement to ISB Dubai processing some specified classes of personal data is a condition of acceptance of a student on to any course, and a condition of employment for staff.  

ISB Dubai may process sensitive information about a person’s health, disabilities, criminal convictions, race or ethnic origin in pursuit of the legitimate interests of ISB Dubai. ISB Dubai may also require such information for the administration of the sick pay policy, the absence policy or the equal opportunities policy, or for academic assessment.
ISB Dubai also asks for information about particular health needs, such as allergies to particular forms of medication, or conditions such as asthma or diabetes ISB Dubai will only use such information to protect the health and safety of the individual, for example, in the event of a medical emergency.  The consent of the data subject will always be sought prior to the collection of any sensitive data as defined by the Act.

The Data Controller and the Designated Data Controllers
The ISB Dubai Board of Directors and Management is the data controller under the Act, and the Principal is ultimately responsible for implementation.  Responsibility for day-to-day matters will be delegated to the Heads of Department (i.e. academic and administrative) as designated data controllers.  Information and advice about the holding and processing of personal information is available from the Principal.

Assessment Marks
Students shall be entitled to information about their marks for assessments; however this may take longer than other information to provide. ISB Dubai may withhold enrolment, awards, certificates, accreditation or references in the event that monies are due to ISB Dubai.

Retention of Data
ISB Dubai will keep different types of information for differing lengths of time, depending on legal, academic and operational requirements.  These requirements are described in ISB Dubai’s Records Retention Policy.

Compliance with the Act is the responsibility of all students and members of staff.  Any deliberate or reckless breach of this Policy may lead to disciplinary, and where appropriate, legal proceedings.  Any questions or concerns about the interpretation or operation of this policy should be taken up with the Principal.
Any individual, who considers that the policy has not been followed in respect of personal data about him or herself, should raise the matter with the designated data controller initially.  If the matter is not resolved it should be referred to the staff grievance or student complaints procedure.

Awarding body
ISB Dubai will forward to the awarding body only the needed information, such as personal details, CV, copy of passport or ID, copies of earlier achievements, exams result and any other document or information required by the awarding body.

Status of the Policy
This policy was approved by ISB Dubai 's Senior Management Committee (SMC) on 1st October 2023. It will be reviewed by ISB Dubai SMC no later than three years.

Disciplinary (Misconduct) Policy and Procedures
Policy Overview


It is the ISB Dubai's intention to provide a fair and consistent method of resolving disciplinary situations and to follow best possible practice. The guidelines in the Code of Practice on Disciplinary practice and procedures in employment have been taken into account in drawing up these procedures which apply to all members of the ISB Dubai staff other than the Head of Academics. 

In most instances, it is hoped that problems of a disciplinary nature can be discussed by the individual concerned and his/her Head of Subject Administrator, resulting in an immediate solution and avoiding the use of the formal disciplinary procedures. An informal warning is probably the most important step in the whole disciplinary process because this is where the best chances exist to help the employee to conform to the required standards.

However, if such initial attempts fail to resolve the situation, the matter should be discussed, in the first instance, with the Head of Department or Administrator who will offer advice and assistance in these matters prior to any formal action being taken under these procedures.  

•    Depending on the nature of the misconduct, the ISB Dubai reserves the right to suspend a member of staff on full pay pending the outcome of investigations.
•    Anyone who is suspended from duty will be entitled to written notification of the suspension, setting out the grounds on which the decision to suspend has been taken.
•    Any person who has been under suspension for three weeks or more may appeal in writing to the Head of Academics.

Preliminary Investigation

Prior to any action being taken under this procedure, a prompt and thorough investigation should be conducted to assess whether the disciplinary procedure should be embarked upon. The procedure is designed to help and encourage all staff to achieve and maintain standards of conduct and to provide a fair method of dealing with alleged failures to observe them. These ISB Dubai procedures apply to all staff and the aim is to ensure consistent and fair treatment for all.  At all times the aim is for specific cases to be conducted as expeditiously as possible.


In appropriate cases, the individual concerned will be informally advised of the time allowed for improvement by his/her immediate Head of Subject/ Administrator prior to any formal action being taken.  Where the matter is more serious, the following procedure will be implemented:

Stage 1 - Verbal Warning
If the individual's conduct does not meet acceptable standards he/she will normally be given a formal VERBAL WARNING.
He/she will be advised of the reason for the warning under the first stage of the procedure, the action necessary to rectify the situation and of his/her right to appeal.  A detailed note of the warning will be kept on his/her personal file for a period of six months and will be expunged in the event that further disciplinary action has not been taken.

Stage 2 - Written Warning
If the offence is a serious one, or the individual has failed to heed the verbal warning, he/she will be required to attend a disciplinary hearing, and if considered appropriate, a formal WRITTEN WARNING may be issued.
This will be given to him / her within two working days of the hearing and will include details of the complaint and the improvement(s) required.  It will also warn that action under Stage 3 will be considered if there is no satisfactory improvement and will advise of the right of appeal.
A copy of this written warning will be retained on the individual's personal file for a period of twelve months and will be expunged in the event that further disciplinary action has not been taken.

Stage 3 - Final Written Warning
If the severity of this offence is such, or the individual has failed to heed a written warning, he/she will be required to attend a disciplinary hearing and, if considered appropriate, a formal FINAL WRITTEN WARNING may be issued.
This will give details of the complaint, will warn of the consequences if there is no satisfactory improvement and will advise of the right of appeal.

The final written warning will be given within two working days and a copy will be retained on the individual's personal file for a period of twelve months and will be expunged in the event that further disciplinary action has not been taken.

Unsatisfactory Conduct
There may be circumstances in which unsatisfactory conduct will justify the issue of a first written warning without there having been an informal warning.

Serious misconduct 
In instances of serious misconduct there could be justification for the issue of a final warning in the absence of any prior formal or informal warnings. 

Gross misconduct 
The ISB Dubai reserves the right to dismiss, without Notice and without previous warnings, in cases of gross misconduct.

Disciplinary Hearing 
The individual will be informed that he/she is to attend a disciplinary hearing at a given time and place.  The purpose of a disciplinary hearing is to consider whether disciplinary action should be taken.  The nature of the complaint will be outlined to the individual and reasonable time will be given for him/her to consider the position.  At every stage, the individual will be notified of the right to Appeal following any disciplinary penalty involved.
At the hearing, the Head of Subject / Administrator will have witnesses present and the individual will have the right to consult and be represented by a trade union representative or colleague of his/her choice at any stage of the formal procedure.  The results of the investigation will be fully discussed with the individual who will have the opportunity to state his/her case and to explain any mitigating circumstances.
Normally, there will be an adjournment of the hearing to allow proper consideration of all the matters raised. The hearing will then be reconvened and the individual will be informed orally of the disciplinary decision.  This decision will be put in writing to the individual, specifying the nature of the misconduct, the penalty and duration imposed, and the arrangements for appeal.

If, on completion of the investigation and disciplinary hearing, the ISB Dubai is satisfied that gross misconduct has occurred, the result will normally be summary dismissal without notice or payment in lieu of notice.
If, on completion of the investigation and disciplinary hearing, the ISB Dubai is satisfied that misconduct has not occurred, the records of such a hearing will not be linked with the individual's personal file and will be expunged.


A. Dismissal with Notice
In the event that the member of staff has failed to heed a final written warning, he/she will be called to another disciplinary hearing, the result of which may be dismissal.  A decision to dismiss will only be taken after full consideration with the Head of Department/ Administrator.  If the dismissal is confirmed, the individual will be issued with a letter detailing the reasons for his/her dismissal.

B. Summary Dismissal
If a member of staff commits an act of gross misconduct, he / she will be asked to attend a disciplinary hearing and, if the investigation supports the allegation, he/she will be summarily dismissed without notice and with immediate effect.

Definition of Gross Misconduct
Gross misconduct is defined as misconduct serious enough to destroy the employment contract between the employer and the employee and make any further working relationship and trust impossible. It is normally restricted to very serious offences but may be determined by the nature of the business of the ISB Dubai and other associated circumstances.

The following list provides examples of offences which are normally regarded as gross misconduct and is not exclusive or exhaustive:
•    Theft from ISB Dubai or individual
•    Gross or offensive racial or sexual harassment,
•    Fighting, assault or any other act of violence in the course of employment
•    Acts of fraud or deliberate falsification of documents with intent to defraud the ISB Dubai, including giving or taking a bribe or offering to do so
•    Damage to ISB Dubai property, that of another employee or visitors to the ISB Dubai's premises arising from wilful or negligent acts
•    Gross or repeated negligence or disregard of the ISB Dubai's Health and Safety Rules and Procedures and associated policies in the course of employment which could endanger others
•    Breach of confidentiality or disclosure of information which would be detrimental to the ISB Dubai
•    Serious incapability through alcohol or being under the influence of illegal drugs
•    Prolonged unexplained absence (normally of more than 10 working days)
•    Misuse of other employees' passwords to access computer records.

Unacceptable Behaviour
The following list provides examples of unacceptable behaviour: it is neither exclusive nor exhaustive.
•    Refusal to carry out reasonable instructions in accordance with one's duties
•    insulting behaviour
•    Reduced capacity to carry out duties due to the influence of alcohol or non-prescribed drugs
•    Abuse of Absence and Self-Certification Rules and Procedures
•    Irregular attendance and persistent bad time keeping
•    Abuse of day release/training facilities
•    Abuse of working hours regulations in accordance with one's contractual obligations
•    Frequent and persistent absence from proper place of work and absence or lateness which prevents fulfilment of one's contractual obligations
•    Failure to observe Health and Safety Precautions and the ISB Dubai 's Fire Regulations
•    Unauthorised use of the ISB Dubai 's time, material or equipment
•    Persistent use of foul language which is offensive to others.

The Right of Appeal
During the disciplinary process you will be informed whether you have a right to of appeal or not. In most cases you will be given a right of appeal. Summary of the appeal procedure is as follows: 
•    The grounds for the appeal should be set out clearly along with details of any written material considered relevant and the names of witness in support of the appeal.
•    The Head of Academics shall ensure that a copy of the grounds of appeal is made available to the Designated Officer.
•    An appeal process will not necessarily require a detailed rehearing or re-examination of all matters previously addressed and the focus should be on the matters raised in the grounds for appeal.

In reaching a decision on the nature or scope of the procedure to be followed, the Head of Academics may seek such advice as he/she considers appropriate in the circumstances.

In all cases the Head of Academics will invite the employee to attend a meeting (normally within 10 working days of receipt of the written notification of appeal) to put forward the case, for his/her decision to refer to documents and/or call witnesses.
The Designated Officer will attend the meeting referred above and be given the opportunity to put forward the case, for his/her decision, refer to documents and/or call witnesses. 
Questions may be put directly to either party or witnesses by the Head of Academics Questions may be put to either party or witnesses through the Head of Academics. There will be no right of direct cross examination.

The Head of Academics will give this decision in writing within 5 working days.
The options available to the Head of Academics by way of decision are:
•    That disciplinary action is not appropriate
•    That the decision of the Designated Officer be upheld
•    That a different disciplinary measure, which may be of a higher or lower severity, be imposed. 
•    In exceptional circumstances he/she may direct that the matter be further investigated before he/she reaches any decision.


Preparation and Secure Storage of Examination/Test Papers Policy
Procedures for the production of examination/test papers
The examination papers are set by the awarding body, printed and sealed through an audited vendor in the presence of a reliable ISB Dubai officer who personally destroys all additional proofs and samples. 
For verbal examination this is not applicable



Arrangements for secure storage of examination papers/scripts
The students’ scripts and any additional materials to be considered by the examiners collected after the examination are sealed in cloth bags according to the sequence of examination hall number.  The subject wise bundles are again packed in huge bags which are locked in cupboards and the keys are in the custody of the ISB Dubai Head of Academic Administration.  The students scripts and additional materials are then double blind marked dispatched to the examinations department of the ISB Dubai as per the procedure sent to awarding body examination board by secure shipment of confidential material. 
For verbal examination this is not applicable


Certification and Transcript Management
ISB Dubai has implemented the following policy to ensure the proper management and distribution of certificates and transcripts:

a) All certificates will be submitted for KHDA (Knowledge and Human Development Authority) attestation before distributing them to learners. This ensures the authenticity and credibility of the certificates, unless it is ISB Dubai own certificate which has prior approval by KHDA.

b) Academic record detailing the achievements of the learners will be issued at regular intervals based on students need. These transcripts provide a comprehensive overview of the learners' academic progress and achievements.

c) Certificates will be distributed without delay to all learners who have successfully completed the vocational qualification requirements. This ensures that learners receive their certificates promptly upon meeting the necessary criteria.

d) Copies of learners' certificates will be kept for an indefinite period of time. This ensures that a record of the awarded certificates is maintained for reference purposes.

e) Replacement certificates can be issued to learners who have valid reasons, such as loss or damage. This allows learners to obtain new copies of their certificates if needed.

f) the final certificates will not be issued to learners unless they fulfill the requirements prescribed for awarding these certificates. This ensures that the certification process maintains its integrity and that the certificates are only awarded to deserving individuals.

g) Certificates that have not been approved by KHDA will not be issued or distributed to learners. This ensures that only certified and authorized certificates are provided to learners.

h) Copies of certificates issued to the learners are forwarded to KHDA if needed (upon KHDA request). 

i) The content or details of the certificates issued by the awarding/certification organization will not be changed or tampered with. This ensures the authenticity and accuracy of the certificates and prevents any unauthorized modifications.

By implementing this policy, the institution aims to ensure the proper management, distribution, and authenticity of certificates and transcripts, while also complying with KHDA regulations and maintaining transparency in the certification process.  

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