Complaints Policy and Process (effective 6 May 2021)
We welcome feedback from our candidates. Where a complaint regarding our service is received, we undertake to deal with that complaint effectively, sensitively and speedily. We aim to learn from complaints so that we can improve our services in the future.
OET Complaints Policy and Process
OET welcomes feedback from our candidates. Where a complaint regarding our service is received, OET undertakes to address that complaint effectively and efficiently. OET takes 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 an OET product or service. Please refer to the OET Re-marking Policy if you wish to have sub-test results re-marked.
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 two (2) business 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 OET 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 five (5) business 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.
In the event that you are the subject of a malpractice incident and receive an outcome letter from the OET Malpractice Committee, you will have the opportunity to lodge a complaint within the time period specified in the letter. Refer to Section 8 of these Test Regulations for more information.
1.3 Making a complaint
Concerns or issues will be first raised with the relevant operational service to work with the Complainant to resolve the matters raised. The Team Leader or the Manager is responsible for the
management of complaints made directly to OET.
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.
OET is committed to acknowledging the complaint within 3 business days and will take all reasonable steps to complete the complaint review process within 30 days.
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, 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, statistical analysis of test responses and scoring patterns, or any additional information as required.
The OET Complaints Committee may be engaged to determine the outcome of an investigation into your complaint. You will be advised of the outcome of your complaint within an appropriate timeframe.
1.5 Complaint outcomes
Possible outcomes of complaints include:
- Results processed and published – your results may be processed following standard OET assessment processes. NB: OET is NOT able to increase marks in consideration of any issue affecting candidate performance.
- Resit arranged – you may be offered a free resit if your complaint is upheld.
- Reversal of decision – decisions may change because of further investigation.
- Report from the investigation – you may receive a report by email outlining the investigation and decision made by either the OET Complaints Committee or the relevant department at OET.
- OET continuous improvement – information regarding complaints will be used to improve OET processes and additional feedback may be provided to Venues.
1.6 How to lodge an Appeal
Any appeal against your complaint outcome must be lodged within 5 calendar days and will follow the procedure set out below in OET Appeals Policy and Process in section 13 of the Test Regulations.