1. Overview
Quality isn’t a department at ICE Campus. It’s how we operate. The Institute of Computer Education Ltd. (ICE Campus) has developed and adhered to a robust internal quality assurance system, in compliance with the National Quality Assurance Framework published by the Malta Further & Higher Education Authority (MFHEA). Our quality management system (QMS) also meets the stringent standards of ISO 9001:2015, reflecting our unwavering commitment to quality.

This policy describes how we maintain standards, how we listen and improve, and how stakeholders can hold us accountable. It applies to all academic and administrative operations across the institution.

 

2. Our Commitment
ICE Campus is dedicated to maintaining the highest possible standards and continuously improving our QMS. We achieve this through:

• Setting and reviewing quality policies and objectives
• Conducting regular internal audits and analysing their results
• Performing data analysis through quarterly management reviews
• Monitoring student feedback and engaging with learners, partners, and other stakeholders

The quality policies and procedures forming part of our quality management system are communicated with and understood by all ICE Campus management and staff.

 

3. Code of Ethics
Our Code of Ethics guides everything we do. It applies to all staff, educators, and students, and is built on four principles:

• Integrity – Be honest, fair, and transparent in all duties.
• Respect – Show due regard for others’ views, rights, and dignity.
• Discipline – Follow rules, procedures, and professional boundaries.
• Tolerance – Support a diverse and inclusive learning environment.

We maintain zero tolerance for discrimination, harassment, plagiarism, and academic misconduct. When issues arise, we address them promptly and fairly through established procedures.

Our ethical framework is reinforced by complementary policies including our Equal Opportunities & Anti-Discrimination Policy, Complaints & Investigation Policy, Academic Integrity Policy, and Child Protection Policy.

 

4. Documentation of Processes
We have identified and documented the essential processes needed for efficient operations across the organisation. These processes encompass:

• Management activities and strategic planning
• Resource provision and allocation
• Course design, delivery, and assessment
• Student administration and support services
• Measurement, monitoring, and improvement

Documentation includes work instructions, quality plans, flowcharts, and procedural documents. We ensure that both the operation and control of these processes are effective through established criteria and methods. For detailed information on our quality assurance practices, see the Public Quality Standards available here.

 

5. How We Measure Quality
Quality isn’t a one-time effort. We operate on a continuous cycle of planning, implementation, monitoring, and improvement.

5.1 Student Feedback
Student voice drives improvement. We collect structured feedback at three key points:

• First Lesson Survey – After the first session, we check in to ensure students are set up for success.
• Mid-Course Survey – Halfway through, we assess the learning experience and make adjustments where needed.
• End-Course Survey – At completion, we gather comprehensive feedback on the educator, facilities, and whether expectations were met.

Any negative feedback or suggestions for improvement are taken seriously. The QA and Management teams follow up with students where appropriate, and action is taken to address concerns raised.

5.2 Internal Quality Mechanisms

• Internal Audits – Regular evaluation of compliance, performance, and effectiveness across all departments.
• Course Quality Audits – Verification that delivery aligns with approved syllabi and standards.
• Quarterly Management Reviews – Analysis of quality data, KPIs, and improvement strategies at board level.
• Educator Assessments – Performance monitoring and feedback to maintain teaching excellence.

5.3 Key Performance Indicators
We systematically review key performance indicators including:

• Enrolment trends
• Student satisfaction scores
• Attendance rates
• Completion rates
• Pass rates

These metrics are analysed quarterly to support risk mitigation, resource planning, and continuous improvement.

 

6. Online Learning Quality
Our quality assurance system includes specific provisions for online and blended learning:

• Monitoring online-live lesson delivery for engagement and effectiveness
• Ensuring educator preparedness for digital environments
• Maintaining accessible digital course content
• Collecting learner feedback on the virtual experience
• Guidance on lecture recording and responsible use of data
• Ethical protocols for online assessment integrity and student privacy

 

7. Complaints and Appeals
We want to hear from students and stakeholders – whether it’s feedback, a suggestion, or a concern.

7.1 Raising a Concern
Most issues can be resolved quickly through informal discussion with our Operations Team. If a formal route is preferred, a written complaint can be submitted.

• Formal complaints are acknowledged within 3 to 5 working days
• QA Team begins work within 5 working days, all investigations are handled confidentially
• Retaliation against anyone raising a concern is strictly prohibited

Full details are available in our Complaints & Investigation Policy.

7.2 Academic Appeals
Students who believe an academic decision was affected by administrative error or unfair treatment have the right to appeal.

• Homegrown courses: Submit an appeal to student@icecampus.com within 10 working days of receiving the result. We acknowledge receipt within 2 days and provide a written response within 10 working days.
• International partner courses: Appeals are handled by the awarding body. Our Operations Team provides support throughout the process.

Full details are available in our Academic Appeals Policy.

 

8. Outsourcing
When outsourcing any process that impacts the quality of our services, ICE Campus maintains stringent control over these processes. Our QMS outlines the type and extent of control required for such outsourced processes to ensure they meet our quality standards.

This includes partnerships with international awarding bodies, technology providers, and facility services. All partners are subject to regular review as part of our supplier assessment process.

 

9. Related Policies
The following policies support and complement this Quality Policy:

9.1 Student Policies

Policy	Description
Student Handbook	Complete guide to studying at ICE Campus
Student Admission Policy	Entry requirements, application process, enrolment, withdrawal and cancellation
Student Assessment Policy	Assessment methods, grading, feedback, reasonable adjustments, AI use guidelines
Academic Appeals Policy	Procedures for appealing academic decisions
Ethical Guidelines	Code of Ethics for students, educators, and staff
Data Protection & Privacy Policy	GDPR-compliant data handling procedures

 

9.2 Institutional Policies

Policy	Description
Public Quality Standards	Internal and external quality assurance procedures
Equal Opportunities Policy	Anti-discrimination commitments
Complaints & Investigation Policy	Procedures for raising and resolving complaints
Anti-Bribery & Anti-Corruption Policy	Zero-tolerance approach to corrupt practices
Child Protection Policy	Safeguarding measures for students under 18
Counter Fraud Policy	Prevention and response to fraudulent activity
IT Policy	Acceptable use, data security, and IP guidelines
Academic Integrity & E-Learning Fraud Prevention Policy	Detection and investigation of academic misconduct

 

10. Contact
For questions about quality, policies, or procedures:

Query	Contact
General enquiries	info@icecampus.com
Student support & feedback	student@icecampus.com
Data protection / Privacy	privacy@icecampus.com
Phone	+356 2146 7787
Address	Central Business Center, Level 2, Suite 2, Mdina Roadd, Żebbuġ ZBG9015, Malta.