How to submit feedback or a complaint about IELTS?

This IELTS Complaints Guide applies to all test centres in Australia, New Zealand, the Pacific and Japan.

We’re committed to providing the highest standard of customer service for every test taker. We want to hear from you if you feel we haven’t met your needs. All feedback and complaints are taken seriously and help us to improve our products, services, and test takers’ experience. We strive to resolve any area of dissatisfaction or complaints that you have in a fair and timely manner.

Giving feedback

We love getting feedback! If you just want to tell us about your experience and don’t require any further action be taken, you can do so by using this web form.

If you want to submit a formal complaint, the first step is to contact 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 by following this link.

You should submit your complaint as soon as possible. Please do not wait for your results to be released.

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.

It’s important to report your concerns as soon as possible because:

• Investigating early better enables us to collect information that supports your claim. We may need to review footage, interview staff or seek information from other parties.

• Complaints should be based only on the circumstances of the test and not based on the test results. We may not be able to take any action after test results have been released.

• The earlier a decision can be made, the more options that may be available to support you. For example, if there was a problem during your Speaking test, the centre may be able to quickly arrange a resit without you needing to re-sit the Writing, Reading and Listening tests.

Please note that whilst we endeavour to complete all investigations and resolve any issues as quickly as possible, your result release may be delayed while we work to resolve your complaint. This may provide an opportunity for you to re-sit part or all of your test, or receive a refund as part of the complaint resolution. Note that where a test is refunded because the complaint is considered justified, the results will be considered invalid and will not be released.

A complaint can be made by the person who is affected by an issue, or by a person acting on behalf of an affected child under the age of 18.