Complaints procedure

The IELTS Partners are committed to providing services to our customers to the highest global standard. We want to hear from you if you feel we have not met your needs. Complaints help us to improve our products, services and our test takers’ experience. We strive to resolve any area of dissatisfaction or complaints that you have in a fair and timely manner.

How can complaints be made?

If your IELTS experience has not gone the way you expected, the first step is to speak with your test centre. In most cases your test centre will be able to resolve your issue directly. If you are unable to contact your test centre for any reason, you can contact us.

You should contact us as soon as possible with your complaint. The sooner we can start investigating your case, the easier it will be to gather all the information needed to provide a full response. Where possible, we encourage you to contact us with your complaint on the day of your test or prior to results release.

How do we deal with complaints?

We are committed to offering you the best service we can and we work to resolve matters quickly and fairly. All complaints received are dealt with seriously and impartially.

Your complaint will be dealt with in the strictest confidence, in line with our Privacy Policy. Information about you will be shared internally, only as necessary to investigate the complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so.

Who can make a complaint?

A complaint may be made by the person who is affected by the action, or it may be made by a person acting on behalf of the person affected where that person is a child under 18.

What types of complaints do we deal with?

We welcome your contact about any IELTS service offered. This can include (but is not limited to):

• an issue or inability to register for a test

• an issue with the way the IELTS test was conducted on test day

• inappropriate staff and/or examiner conduct

• an unexplained delay in the release of results

• a decision for a withheld result or malpractice outcome.

Complaint-handling principles

We are continually improving our services and, where possible, will address your complaint at the first point of contact. We will deal with your complaint as quickly as possible and you will be treated with fairness and courtesy at all times.

We recognise that some cases will need further investigation and if your complaint is referred to our Complaints Team, we will let you know we have received your complaint within five working days and will provide a full reply within 20 working days.

Where it is not possible to resolve your complaint within 20 working days, the Complaints Team will let you know and talk to you about a revised timeline for resolving the issue.

Making your complaint

Complaints must always be made at the earliest opportunity. Any delay in reporting the complaint or incident may limit the ability to carry out a full investigation due to data retention, privacy laws and policy restrictions.

Complaints must be made using the prescribed form.

All information provided by you in the course of the complaint will be handled in accordance with the IELTS Privacy Policy and will be kept for a period not exceeding seven years.

If you are dissatisfied with the handling of your complaint, an escalation point and next steps will be outlined in our response.

Our Complaints Policy is subject to the requirements of laws in force at the test venue, including Consumer Protection laws and relevant legal proceedings.