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Customer service statement

The International Baccalaureate (IB) aims to provide excellent service and support to new and existing IB World Schools in their implementation of IB programmes. As the leader in international education, the IB strives to deliver quality programmes and services to a high global standard. The IB values feedback from schools on its services and uses the feedback to make improvements in the programmes and services offered. The IB has established multiple channels for IB World Schools and the public to provide feedback to the IB.

The IB provides a wide variety of services to schools implementing the IB programmes.

These services cover the following areas.

  • Curriculum
  • Assessment
  • Professional development
  • School authorization and evaluation

Communication

The IB responds to all communication in a timely manner and recognizes the importance of prompt responses to all communication received by the IB. The IB has established an information desk: IB Answers, for the first line of communication for all inquiries to the IB in order to improve the efficiency and the responsiveness in responding to schools and the general public. Individuals may contact someone at the IB Answers in any of the regional offices 24 hours a day. During examination sessions, support is available 7 days a week. Questions may also be submitted by email at any time to ibid@ibo.org.

Those sending written correspondence to the IB can expect the following:

  • An acknowledgement of receipt of written communication within three business daysA full response within five business days
  • A response in the chosen language, English, French or Spanish, as appropriateThe name and contact information of an IB staff member for follow-up questions
  • The IB responds to all telephone calls in a prompt and timely manner. Individuals reaching the IB by telephone can expect the following.
  • Prompt and courteous response to telephone inquiries
  • Someone who is able to communicate with you in your chosen language, English, French or Spanish
  • An option to leave a voicemail message for contacts who are not availableA return call from the IB within one day for high priority issues and within three days for all other issues

IB Answers is an online site at http://ibanswers.ibo.org/ that allows individuals to find immediate answers to commonly asked questions about the IB.

Other sources

The IB publishes comprehensive handbooks for coordinators on an annual basis that provide all of the information needed to implement the relevant IB programme, including services available and deadlines for submitting documentation to the organization. The IB is open and transparent about the fees and publishes comprehensive details on fees and associated services in the handbooks and on the website at http://www.ibo.org/become/.

Other resources for support and information are the IB website, www.ibo.org, the online curriculum centre (OCC), IBIS, and professional development workshops for teachers and administrators. These additional resources provide another source for information on curriculum, assessment and administrative matters related to coordination of the IB programmes. For specific questions on where to find information, individuals may also contact the IB Answers.

Satisfaction with IB services

The IB actively monitors satisfaction with our services through annual surveys, interviews and focus groups. Data from these sources is regularly shared and used for business planning and improvements to our services. The issues are regularly reviewed and analysed through the IB Answers.

Complaints

The IB actively seeks feedback on its services and strives to maintain the highest levels of satisfaction among its stakeholders. A detailed procedure is in place for those who remain unsatisfied with the resolution of their issues. The details of procedure are available on the IB website at http://www.ibo.org/es/documentlibrary/complaintsprocedure/. The IB also has an ombudsman for issues that are not resolved through other channels. The ombudsman can be contacted by email at ombudsman@ibo.org.

Equal opportunity

The IB applies an equal opportunity policy and does not tolerate any act of discrimination.

Data protection

The IB operates a data protection policy that outlines the organization's commitment towards meeting its obligations under the data protection laws of the countries in which it operates. The IB will only use data in ways relevant to carrying out its legitimate purposes and functions and will take due care in the collection and storage of any sensitive data and do its utmost to keep all data accurate, timely and secure.