We welcome feedback from our candidates. Where a complaint regarding our service is received, we undertake to address that complaint effectively and efficiently. We take a responsive approach to complaint management.

 

1.1 Complaints process 

Please follow this process if you wish to complain about any test day issues or relating to our products or services.

1.2 There are two types of complaints: 

1.2.1 Complaints regarding test day

If you are not satisfied with the way a test was administered or the Venue staff’s actions, you must lodge a complaint within three calendar days of the test being conducted using the OET Complaints Form. If you do not make your request within that time frame, we reserve the right to refuse to investigate your complaint.

1.2.2 General complaints

General complaints regarding our products or services include:

• test administration other than test day delivery issues (see 12.2.1 above for complaints regarding test day);
• our service, including the application of our standard processes;
• test results other than result appeals (please refer to the OET Re-marking Policy for issues related to results); or
• any other area of concern.

General complaints must be submitted within 30 calendar days of the relevant incident. Your complaint must be submitted by completing the OET Complaints Form. If you do not make the request within that time, we reserve the right to refuse to investigate your complaint.

1.3 Making a complaint 

A complaint must be lodged by completing the OET Complaints Form and providing as much information as possible to assist us in processing your request.

We are committed to acknowledging the complaint within three Business Days and will take all reasonable steps to complete the complaint review process within 30 days.

In the event that you are the subject of a malpractice incident and receive an outcome letter from the OET Malpractice Committee, you are not eligible to make a complaint; instead you must lodge a Stage 1 Appeal. Refer to Section 13. OET Appeals Policy and process for more information.

 1.4 Management of the complaint 

Upon receipt of your complaint, our investigation will include, as appropriate, obtaining additional information from you, statements from other candidates, and third parties as required, including but not limited to the Venue Manager and other Venue staff. As part of further investigations, we may review seating plans, details of candidate identity verification, or any additional information as required.

You will be advised of the outcome of your complaint within an appropriate timeframe.

1.5 Complaint outcomes 

Possible outcomes of complaints may include:

• Results processed and published – your results may be processed following our standard  assessment processes. Note: We are NOT able to increase marks in consideration of any issue affecting candidate performance.
• Re-sit arranged – you may be offered a free re-sit if your complaint is upheld. The free re-sit offered may be for a single or all four sub-tests; this is at our discretion.
• Reversal of decision – the outcome will be reviewed, assessed and released after further investigation.
• Continuous improvement – complaints will be reviewed and used to improve our processes and test delivery.

1.6 How to lodge an Appeal to your complaint outcome

Any appeal against your complaint outcome must be lodged within five calendar days and will follow the procedure set out below in Section 13. OET Appeals Policy and process.