The legal framework of the Examination Board is given by Dutch Law, in particular the Dutch Higher Education and Research Act (Wet op het hoger onderwijs en wetenschappelijk onderzoek- WHW). 

The Examination Board has many different tasks. Generally the following components can be discerned:

A supervisory responsibility with regard to the final exams, examinations and tests (correctly applying examination regulations, mediation in appeals, quality assurance)

Enforcing regulations (guidelines for examiners, regulations regarding fraud, assessment of exams, and compensation rules)

Granting exemptions from the rules in individual cases (course exemptions, additional opportunities for examination, granting lenience with reference to Binding Study Advice)

Advisory tasks (periodic advice with reference to Binding Study Advice, advice to the dean with reference to the Teaching and Examination Regulations)

The Examination Board consists of six members of the academic staff and an external member. All members are appointed by the Dean. The Examination Board collectively sets up rules and policy. The Examination Board as a whole meets once a month. Each member has his own portfolio. The Examination Board is supported by the secretary.

Prof.dr. L.C.P.M. Meijs (Chair)
Dr. I. Bogenrieder
Dr. J.P.J.M. Essers
Dr. W. Hulsink
Dr. M.B.J. Schauten (external member)
Prof.dr.ir. H.J. de Vries
vacancy

C.M. Dirks-van den Broek LL M (managing director / secretary)
J. van der Woude MSc-LL B (secretary quality assurance)
I.M. van Essen LL M (deputy-secretary)
A.M. Schey MScBA (deputy-secretary)

D.M. Schonis (team leader) / L. Guo/ K. van Oers

Frequently Asked Questions

More information

Examination Regulations

As laid down in the Dutch Higher Education and Research Act (Wet op  het Hoger Onderwijs-WHW), every programme has two Examination Regulations:

  1. The Teaching and Examination Regulations (TER) ex article 7.13 WHW, to be determined by the Dean;
  2. The Rules and Guidelines (R&G) ex article 7.12b WHW, to be determined by the Examination Board.

The TER deals with subjects as programme content, enumeration of courses and different forms of testing, study load per course, enumeration of master programmes, sequence of courses, learning goals of the programme, admission criteria, connection bachelor/master programme, pre-master programmes, etc.

The R&G deals with rules with regard to registration for examinations and tests, order during the examinations, fraud, guidelines for examiners, etc.

Please find the Examination Regulations for the English language programmes academic year 2022-2023 below. For previous years check the archive. 

Requests

Upon request, the Examination Board can grant exemptions from the regulations in certain cases. The following requests are made most frequently. Please read the applicable policy on the specific request type before submitting your request.

Within the master and premaster programmes no exemptions will be granted.

Only bachelor students may submit a request for an exemption. This exemption, based on your previous education, will have to be requested as soon as possible after the start of your studies at RSM, but before 15 October of your first year.

Requests which have been submitted too late, or which are incomplete, will not be processed. The Examination Board will review requests according to the following conditions: 

  1. The time spent on the subject (possibly expressed in credits) should at least be equal to the time allotted to that subject.
  2. As regards to contents and level, there should be sufficient correlation between the study matter on the basis of which the applicant hopes to qualify for an exemption. The work procedures and objectives of the subjects taken for which exemptions are being sought should correspond, as indicated by the documents submitted. In addition, there should be an accompanying letter showing which components of the subject matter correspond to which components (case studies, exam components) of the subject or subjects for which exemption is sought. 
  3. The documents should show that the applicant has passed all subjects for which exemption is sought with satisfactory grades. 
  4. It is not permitted to use one and the same course completed during your previous education as a basis for more than one exemption in the RSM bachelor programme.  

The Examination Board may decide to (partially or fully) exempt the student from the required trimester credits if the student has earned sufficient credits on account of a second bachelor programme. Education completed elsewhere is only considered for exemption when the course(s) (described in detail in English or Dutch) meet(s) the following quality standards:

  1. The course must be part of an accredited programme at a Dutch university or a foreign research-driven university;
  2. The course must have a level equivalent to the RSM course, i.e. it cannot be a bachelor course as a master free elective;
  3. In terms of content, skills, attitude and testing, the course must sufficiently fit in with the specified exit qualifications for the programme;
  4. The course must have added value for the programme, which is why there should not be too much overlap with mandatory parts of the RSM programme concerned;
  5. The basic rule is that, as part of the RSM programmes offered in English, the external course may not be taught in Dutch. Courses in other languages are considered, provided that there is an assessable (online) manual available in English (or Dutch). The manuals are not required for the language course options offered by the IBA programme.

Requests can be submitted via the Online Request Form, accompanied by all relevant documents (i.e. certificates, lists of grades, course descriptions, literature, etc.). Note: a (certified copy of a) certificate, grade transcript or diploma will not be accepted in digital form, instead it has to be submitted in its original form to the Examination Board for verification.

The Examination Board shall take a decision on the basis of the documents and the assessment of the lecturers responsible for the subjects concerned. Decisions will be announced as soon as possible, preferably no later than four weeks after submission of a complete request. 

Please note, granted exemptions cannot be reversed, not even on request. In addition, an examination part (i.e. course) that has already been passed cannot be exempted anymore.

No credits or grades for exemptions will be shown on the grade list. An exemption will not affect the GPA, as it is recorded as a non-numeric result “VR” (in Dutch) or “EXEMPT” (in English). This information is important in connection with student performance grants and in recognition of a ‘cum laude’ classification. 

The Examination Board can grant an extra opportunity in the following cases:

1. Personal circumstances

In the event of (long-term) personal circumstances (e.g. a long-term or chronic illness) resulting in: 

  •     impossibility to take part in the regular examinations, and 
  •     impossibility to take regular scheduled examinations in the near future, and 
  •     a serious extension of the study is expected.

A request for an extra examination due to personal circumstances can only be submitted after consulting the student adviser or student counselor and has to include a study plan as well as an advice from the student adviser or student counselor.

2. Top sport

If the applicant has had to miss one or more examinations due to participating in top-level sports, where the applicant should be recognized by the Top Sports Office. The request will have to be submitted through the student adviser or student counselor, and has to include a study plan as well as an advice from the student adviser or student counselor.

3. Last examination Master programme

In individual cases, when all of the master courses and the thesis have been successfully completed, except one course, students can request for an extra exam opportunity. The applicant will have to meet all of the following requirements:

  • not granting an extra opportunity to take the examination would result in at least five months (excluding July and August) prolongation of the programme;
  • it has been established that the applicant has taken part in all previous opportunities to take examinations and scored at least a 4,0;

It is not possible to request an extra exam opportunity for a free elective, as it can be replaced by a 6 EC core course of another master programme in order to reduce study delay.

Decision

If the Examination Board agrees to give an extra opportunity, the examiner concerned will be asked to cooperate with this. In general, the student concerned will then be referred to the examiner to establish the time at which the extra opportunity will be offered. The decision of the Examination Board will also entail that the extra opportunity will have to be taken within a certain period. The Examination Board can also decide that the extra opportunity will be taken during the next re-examination period.

Please note, extra examinations will in general only be offered once. The Examination Board will not grant extra exam opportunities in order to improve sufficient grades.

A request for an extra exam opportunity can be submitted via the Online Request Form.

If you have a Bachelor’s course open from the old curriculum, please refer to the transition website for more information.

Students may request permission to follow a course from another faculty or university and let it count towards the 'Elective space' for the bachelor programme (for more information see 'Appendix Elective space B3’ of the IBA Teaching and Examination Regulations) or the 6 EC free elective for the master programmes.

Counting towards curriculum

The general policy of the Examination Board regarding elective courses from another faculty or university is as follows:

  1. The course must be part of an accredited programme at a Dutch university or a foreign research-driven university;
  2. The course must have a level equivalent to the RSM course, i.e. it cannot be a bachelor course as a master free elective;
  3. In terms of content, skills, attitude and testing, the course must sufficiently fit in with the specified exit qualifications for the programme;
  4. The course must have added value for the programme, which is why there should not be too much overlap with mandatory parts of the RSM programme concerned;
  5. The course is not used for another programme being taken by the student in question.
  6. The student must take the course and sit the examination while he or she is enrolled at RSM as a student.

Exemption elective space

The Examination Board may decide to (partially or fully) exempt the student from obtaining the required EC in the bachelor 'Elective space' if the student has earned sufficient credits on account of a second bachelor programme. The above-mentioned point 4 is, however, still relevant; there should not be too much overlap. Items 5 and 6 do not apply to grant an exemption.

Exemptions towards the master phase will not be granted. Thus, this also applies to the master free elective space.

An exemption will not affect the GPA, as it is recorded as a non-numeric result “VR” (in Dutch) or “EXEMPT” (in English).

Bachelor Minor

Taking a bachelor minor in accordance with the EUR minor admissions matrices does not, in principle, require separate approval from the Examination Board. This includes the LDE minors (Leiden, Delft, Erasmus). Explicit approval from the Examination Board is required if a student wishes to include a second minor in his/her bachelor programme. This approval must be requested in advance.

Partially completed minor programs are not automatically inserted into the curriculum. You can submit a request at the Examination Board for approval of separate electives.

Bachelor Projects

Board memberships at study or student associations are of great value to the students CV. However, due to the lack of academic character and guidance, students will not, in principle, gain EC for it. In order to include approved projects, such as IRP or BRP depending on the BA, IBA or master’s curriculum, explicit approval of the Examination Board is required prior to the start of the project.

Bachelor “free mover exchange” / electives abroad

If you would you like to follow elective courses at another institution abroad on your own initiative, you need explicit approval from the Examination Board. The Examination Board assesses the institution and the courses chosen according to the policy above. Once completed, the courses are not regarded as exchange courses on your transcript.

Requests to take external courses via an RSM Exchange Programme are handled by the International Office

Summer course

The Examination Board only considers permission for a summer course counting towards the elective space if it is offered by a research-driven accredited institution. The course should offer enough quality content and will be assessed according to the policy above. Note: it may be that the Examination Board grants less EC than the facilitating institution, due to the fact that the number of EC can sometimes be unrealistic in terms of hours spent on study (e.g. 6 EC = 128 hours in two weeks’ time).

Master free elective

Students that want to follow a master free elective outside faculty should submit a request at the Examination Board prior to the start of the course. The Academic Director must support your request. Please add an e-mail of approval to your request.

Exemptions in the master phase will not be considered.

In principle, it is possible to follow additional courses within the MSc curriculum, as long as this does not exceed the standard number of courses per block. If you have less scheduled education in a given period due to a second master year, you can sign up for additional programme or free electives. Explicit approval from the Examination Board is needed when a student wishes to participate in other programme components such as core courses. Additional components will be visible as free electives on the grade transcript and cannot be withdrawn by the student.

Please note: only MiM students may apply for a ‘postponement of issuing the degree’ in order to follow an additional master free elective and let it count towards their programme. Master students from other programmes may not request this postponement for including additional master free electives.

Two master programmes

Students following two master programmes concurrently might be eligible to take two electives in one block. 

Students must obtain official permission from the Examination Board in order to take more than one elective in a given block. Such requests must be submitted via MSc Programme Management. In order to request permission, you must meet the following conditions:

  • You must have started your first RSM MSc programme in September of the previouos academic year, and
  • You must have obtained 54 EC of your first RSM MSc programme and thus completed all required curricular components except for one elective of 6 EC, and
  • You must have started with your second RSM MSc programme in September of this academic year.

Submitting your request

A request should always be submitted via the Online Request Form. The request must be provided with all relevant documents (such as course description, list of literature, etc.). Keep in mind that the summer period might cause a delay in process time; file your request as soon as possible. Otherwise there is a chance that your request has not been processed before the start of the new academic year. 

Grade list

Once you have completed the approved external elective, the official grade given by the external institution will be recorded on your RSM transcript as well, unless the course is taken at a foreign (research driven) university. Foreign institutions usually apply different grading methods, therefore we will record a ‘Pass’ or ‘Fail’ on the RSM transcript. This also applies to grades obtained for an Exchange programme.

For the bachelor, no more than 30 EC will count towards the elective space (or 20 EC in the old-style programme) (and 180 credits for the entire curriculum), unless there is an indivisible course. Until the full 180 EC have been gained and the degree will be automatically issued, students may submit a request to change the elective course(s) they want to include in the curriculum and count towards the GPA. This request must be submitted at the Student Administration (located in Sanders Building, room L3-033) in good time: at least 6 weeks before the last remaining grade is published, on the basis of which the degree is to be issued.

Extra exam opportunities

Requests for an extra exam opportunity for a bachelor elective will not be considered, even if this is the last remaining bachelor course.

Students with a temporary or structural functional limitation (e.g. broken limbs, dyslexia, chronic illnesses etc.) may be allowed to make use of extra facilities within reasonable limits for the duration of their functional impairment. These facilities are meant to contribute to an equal opportunity towards achieving their academic goals for those students with a functional impairment. Possible facilities are: taking the exam in a separate room with 30 minutes extra time, providing the exam on A3 paper format, taking the exam on a PC.

Requests can be submitted via Osiris Zaak (Osiris Cases), throughout the academic year. However, students should keep in mind the processing of the request can take up to 4 weeks. Requests should be accompanied by all relevant documentation, such as a medical statement or diagnostic assessment of dyslexia. The dyslexia assessment must have been conducted by a specialist teacher/assessor with an assessing practicing certificate or an accredited psychologist registered with the relevant national health authorities. Students can check beforehand whether their dyslectia statement meets the requirements of the EUR protocol

I would like to submit my request now

The Examination Board will decide whether or not - and for how long - a student is eligible for extra facilities on the basis of his/her impairment.

According to the Rules and Guidelines a student has passed the final exam when he/she has taken all examination parts, with pass grades or exemptions. As an exception to this, the following compensation rules are applicable in the Bachelor programme:

Compensation rule Bachelor 1

Students may pass the final exam with a 4.5 or higher for one examination part of the course year B1, provided that all components of course year B1 were passed, with the exception of the component with the 4.5 or higher, and this insufficient grade is compensated for by at least one rounded 7 or higher for another component of B1.

Compensation rule Bachelor 2/3

Students may also pass the final exam with compensation of one failed course under the following conditions:

  • it concerns a course of the year B2 or B3 with the exception of:
    - old style programme: trimester 7 courses with a value more than 7,5 EC and the Research Training/Bachelor Thesis, or
    - new style programme: B3 courses with a value more than 7,5 EC (such as minor, Internship, Exchange, etc) and the Bachelor Project (7 EC),
    and
  • the grade of the failed course is between 4.5-5.5, and
  • the grade point average mentioned in article 6.2 paragraph 1 Rules & Guidelines is at least 7.0 (including the grade for the to-be compensated course) .

The B1 compensation rule will automatically be processed in Osiris. The B2/3 compensation rule will only be applied by the Examination Board upon student’s request: submit your request via the Online Request Form. Your GPA will be calculated by the Department for Exam Administration, whereafter the Examination Board will decide whether the B2/B3 compensation rule is applicable. If you want to calculate your GPA yourself, we point out that this must be done manually. In Osiris, the GPA is only based on sufficient results. This means that the GPA calculated by Osiris cannot be used to determine whether a student is eligible for compensation, as the insufficient result for the course to be compensated is not included in the calculation. Please note that compensation requests for B2/3 will only be processed when all grades of B2/3 (including retakes) have been registered in Osiris.

Binding Study Advice

The Examination Board plays an important role in relation to the binding study advice (BSA). The Examination Board issues a provisional advice to all freshmen twice a year, in December and April. At the end of the academic year, in August, the Examination Board issues the final binding study advice by mandate of the Dean. The Examination Board in collaboration with the student advisers and the student counsellors prepares this final advice.

According to the BSA norm, at the end of the first year of enrolment, all examination parts of the Bachelor 1 programme must have been passed. When a student fails to comply with the BSA norm, he/she must leave the programme and may not re-start the programme for the next three academic years.

In exceptional cases, the Examination Board, on behalf of the dean, may postpone the final binding study advice because of personal circumstances.  In that case, it can not be concluded yet that the student is unsuitable for the programme even though he/she has not met the BSA norm. The student will get the chance to comply with the BSA norm in the subsequent academic year. If the students fails, he must leave the programme at the end of the second year of enrolment.

In addition, the Examination Board may, on behalf of the dean, deviate from the BSA norm on the basis of 'hardship' if the student does not comply with the norm and there is no question of personal circumstances, but it can not be said that the student is unsuitable for the study programme. The Examination Board will take all students (freshmen only) with one non-compensable insufficient grade or two fails into consideration. Decisive factors for application of the 'hardship clause' are the average grade and the overall picture.

Before issuing the final BSA, the group of students to whom the Examination Board intends to issue a negative BSA will be given the opportunity to be heard. The hearings are meant for students who have failed to achieve the BSA standard due to serious personal circumstances that have not been reported so far. The personal circumstances must be substantiated with evidence and there must be a clear relationship between the circumstances and the non-completed courses. In addition, the obtained courses must demonstrate a convincing suitability for the continuation of the programme (level of grades and GPA). The outcome of the hearing will be taken into account when the final BSA will be issued before the end of August.

Fraud / Plagiarism

The Rotterdam School of Management, Erasmus University sets high quality standards. Consequently, the Examination Board applies a strict anti-fraud policy.  

According to article 1.2 paragraph 2 Rules and Guidelines 'fraud' refers to:

the action or negligence of a student as a result of which it is impossible, entirely or in part, to form a correct judgment concerning his/her knowledge, insight and skills.

This includes, among others, cribbing, impersonation and plagiarism. 

If fraud is detected, the Examination Board may impose a penalty. This penalty can range from a reprimand to the exclusion of all examinations for one year. In a very serious case of fraud the Examination Board may even advise the Executive Board to end the enrolment for the programme of the student concerned once and for all. Usually, the minimum penalty is invalidation of the examination concerned and the exclusion of that examination for a period of one year. Obviously, condemned students are no longer eligible for additional exam opportunities or other exceptional measures. 

For detailed information on the university’s policy on fraud and plagiarism, please visit this website.

For more information about referencing and plagiarism please refer to the Handout Referencing 2017

Fraud or plagiarism, it doesn't make you any better! Watch the video.

Complaints Procedures

RSM is committed to high quality education and examinations and intends to improve these continuously. Therefore, we need feedback from our students if our courses and examinations do not meet our standards. If students experience dissatisfaction related to the teaching or examinations, it is important that they inform relevant staff members as soon as possible. To that end, RSM and EUR have established the following complaints procedure.

Students considering making a complaint can consult a student adviser or a student counsellor. They can provide support and advice and may take a mediatory role if required.

Complaints regarding the teaching, teacher or organization of a course

In general, complaints about the content or organization of the programmes can be reported through the various course evaluations that are sent to students at the end of the trimester/semester. The course coordinator/examiner concerned will receive the evaluation feedback of the participating students.

During the trimester/semester, urgent complaints about the content of a course should be reported to the course coordinator via the designated channels, such as Canvas and/or email.

High-priority or urgent issues with the organization of the programme can be reported to the relevant programme manager. For contact information, please refer to the RSM Website.

Should a student be dissatisfied with the guidance by a coach and/or co-reader of the MSc thesis committee, it is important to address the coach and thesis coordinator in a timely manner, that is, well before the thesis will be graded. After grading, no further adjustments can be made. The thesis manual provides information on roles and responsibilities of coach, co-reader and student as well as contact information of the thesis coordinator.

Complaints regarding the examination of a course

There are four main ways to file a complaint regarding the examination of a course:

  1. Course evaluations;
  2. Complaints via the Student Representation RSM;
  3. Individual complaints via the Examination Board;
  4. The EUR legal protection facility.

1. Complaints via course evaluations
In general, complaints about the examination of a course can be reported through the course evaluations that are sent to students after the examination. The examiner concerned, as well as Programme Management and the Examination Board, will receive the evaluation feedback of the participating students.

2. Complaints regarding a bachelor course via the Student Representation RSM
Individual bachelor students may file individual complaints regarding an examination with the Examination Board as described below in item c.

Complaints regarding issues that concern all students (such as disturbances during an examination, a missing page in the exam paper, exam paper lay out, examination format being out of accordance with the relevant material laid out in the course manual and other errors in the questions and/or answer possibilities), a specific protocol is applicable to ensure that the complaints can be dealt with in an efficient and effective manner. These complaints that regard all students must be submitted through the Student Representation RSM. In response to the examination in question and the corresponding answer models published on Canvas, students must submit their motivated reaction of dissatisfaction within one week via feedbackBA@rsmsr.nl or feedbackIBA@rsmsr.nl. After this period, new comments will no longer be up for consideration. SR collects and groups the comments and sends these to the examiner no later than two working days prior to the plenary perusal session. The examiner/course coordinator shall respond to the received SR comments during the perusal. In the event that the examiner is considering deviating from the assessment ruling as a result of the perusal session, approval of the Examination Board is required. The examiner must post a final response to the collected comments by the SR on Canvas no later than four weeks after the examination/test has taken place. This final Canvas response concludes the perusal procedure.

If, after completion of the perusal procedure, the SR believes that the problem has not been resolved in accordance with expectations, the SR may submit a complaint to the Examination Board via the web portal.

The Examination Board will investigate the complaint filed, based on the submitted documents, and will conduct its own research in conjunction with these. In all cases, both the SR and the examiner will be heard. Within six weeks of lodging the complaint, the Examination Board will inform the complainant of its subsequent findings and any conclusions that may have been reached. In general, such findings and conclusions drawn by the Examination Board are not appealable.

3. Complaints directly via the Examination Board
If a student has a complaint regarding the organization of the examination (e.g. a student has been barred from entering the examination hall), the complaint may be filed with the Examination Board via its web portal. All relevant documents, such as the examiner's or invigilator’s response, must be attached to this submission. The complainant will receive an automatic confirmation of receipt. The Examination Board will investigate the complaint on the basis of the submitted documents and additionally will conduct its own research. Both the complainant and the involved examiner or invigilator will be heard in the following investigation. Within six weeks of lodging the complaint, the Examination Board will inform the complainant of its subsequent findings and any conclusions that may have been drawn. In general, such findings and conclusions drawn by the Examination Board are not appealable.

Please note that a complaint cannot concern an individual decision, such as the grade awarded by the examiner. If a student disagrees with his/her final grade after the examiner’s feedback and the perusal, the student may lodge an appeal with the Examination Appeals Board via the EUR Legal Protection Facility: legal.protection@eur.nl. The appeal must be made within six weeks of the announcement of the grade.

The Examination Board will not take complaints regarding examinations into consideration if the student concerned could have lodged an appeal. Therefore, complaints submitted after the period of six weeks (commencing on the day following the day of the decision’s announcement) will not be taken into consideration.

4. EUR Legal Protection Facility

In addition to the RSM complaints procedures as described above, students can submit a formal complaint with the EUR central facility to which all complaints and notices of appeal and objection can be submitted via e-mail: the EUR Legal Protection Facility via legal.protection@eur.nl. Complaints can also be submitted via post to the EUR Legal Protection Facility, room A2-07D, Post box 1738, 3000 DR Rotterdam. If you do not wish to use this particular facility, you may also submit your complaint in person to a student counsellor. You can make an appointment with a student counsellor through the ESSC.

Testing Policy

The Examination Board has been assigned by the legislator to monitor the testing and examination of the BSc and MSc programmes. The Policy on Quality Assurance of Examinations and Assessments can be find here.

Annual Reports

In the annual report, the Examination Board reports on its activities during the past calendar year. 

Please find the Annual Report 2019-2020 here.

For previous years check the Archive. 

Contact Information

Information concerning tests and examinations can be found on the website of the programme or the website of the Examination Board. Please consult these sites before contacting the Examination Board. You may first want to take a look in the Frequently Asked Questions (FAQ) section to see whether you can find an answer to your question there.

Brief general questions can be asked by e-mail to eb@rsm.nl.

Official requests (e.g. a request for exemption) can be submitted via the Online Request Form, accompanied by all relevant documentation. Please note: a (certified copy of a) certificate, grade transcript or diploma will not be accepted in digital form, instead it has to be submitted in its original form to the Examination Board for verification.

In absence of contact data the Examination Board will use data as provided through the OSIRIS-system.

Be explicit in addressing the Examination Board. When a course is involved, mention the course’s title, the teacher responsible, and the course’s code. When a test or examination is involved, mention the course’s title and code, the teacher, and the date. Once again, being explicit and clear in your letter helps handling it expediently. Finally, always provide motivation as to why the request is submitted and as to why the request should be granted.

You may expect a decision of the Examination Board within 4 weeks. For more complicated requests, where multiple people are involved in the decision making process, or in the busy month of August, it might take longer than 4 weeks to come to a decision. We ask for your understanding.

Postal address

Rotterdam School of Management, Erasmus University
Examination Board RSM, Mandeville building, T5-41
PO Box 1738
3000 DR Rotterdam
The Netherlands

Visiting address

Secretariat Examination Board
Mandeville building, room T5-41
Burgemeester Oudlaan 50
3062 PA Rotterdam
Opening hours: Monday till Friday from 09.00-12.30 hrs (except for holidays)