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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.
Sincerely,
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. 

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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

Overview
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)
Annex A: CODE OF CONDUCT

 

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.