It is important that you read and accept the IELTS terms and conditions when you register for the test.

The terms and conditions contain important information, including details of:

  • the rules you need to follow
  • security precautions taken when you sit your test
  • the results process
  • cancellation process
  • how we use your information.

When you sign the declaration in the application form or tick the terms and conditions box if you are applying online, you are confirming that you have read and understood the IELTS terms and conditions and agree to abide by them.

If you take IELTS Online, you will be required to show your identification document at the start of each of the test sections.

Customer feedback

We value your opinion

Good customer service is an integral part of our service to our clients. We hope to make your experience with us an excellent one and we welcome your comments and suggestions about the service you have experienced when contacting us or using any of our products or services.

What we will do

All customer feedback is dealt with seriously and impartially. Complaints that are complex may take longer to deal with. In these cases we will keep you updated on the progress of your enquiry. We will draw on information received from your comments to improve our services and products.

How to make a comment or complaint about IELTS

Complaints about the IELTS test day must be made on the test day using the required complaints form, that can be obtained from supervisory staff. Please do not forget to include your contact details.

Any other feedback should be made by using our Customer service feedback form. This can be returned to us by e-mail or post.

In order for us to be able to respond to you, please provide your name, e-mail address and/or telephone number. Please also provide the date when the incident occurred so that we can identify the source of the problem and give you a satisfactory explanation.

In cases where your comment or complaint is of a serious nature, it will be referred to the Exams Manager. 

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