Grievance policy (challenging an exam item)
An important part of the certification exam development process is to review each exam item (question/task/project) to ensure technical accuracy, clarity, relevance, and absence of ambiguity and bias. Using industry best practices, the JVIDÊÓƵ content managers and psychometricians perform periodic overall exam and individual item analysis to ensure that our certifications are accurately measuring what they are intended to assess. However, in the event you believe a particular exam item is not valid or is inaccurate, you may request an evaluation of the item. This challenge process is designed to help identify and correct problematic questions/tasks/projects and will not result in a change to your exam result.
Exam item challenge process
- Complete and submit the challenge form.
- Your submission will be reviewed by the Customer Service Team. At that time, they will either ask for additional information or submit your request to the JVIDÊÓƵ Grievance Committee.
- If your request is sent to the JVIDÊÓƵ Grievance Committee, your challenge will be evaluated and you will receive a response within 10 business days of submission to the Committee. This response will include either the result of the evaluation or an estimate of when you can expect a decision if more time is needed. Once a decision has been made, it will be regarded as final and no further evaluation will occur.
Read FAQs»
Q. Will I find out whether my answer to a specific item was correct, or whether I would have passed if I had got the item correct?
A. Exam development staff members will review your exam challenge as described above. To protect exam security, we will not provide information about whether your answer was correct, nor will we provide information about how your performance on that item may have affected your final score.
Q. What if I don't agree with the evaluator's decision? May I appeal it?
A. The evaluator's decision in the item challenge process is final and no further evaluation will occur.
Q. Will I be given the rationale for the decision?
A. To protect exam security, the rationale for the decision will be kept confidential and will not be provided.
Q. Will my exam score be changed if the item I submitted is found to need an update?
A. Unfortunately, we cannot assume or know how a question would have been answered if a change of any sort was made. Because of this, challenges will not result in a change in exam results.
Q. What if a Test Candidate has general complaints about their test experience?
A. They are deferred back to test center management who follows the contractually agreed upon procedures when dealing with test center issues or complaints. In addition, if disciplinary action is taken by a test administrator, the test taker can appeal to test center management.
Q. What qualifies as a grievance?
A.
Acceptable:
- Requests within four (4) days of taking an exam.
- Submission form with complete information.
- Requests with specific information on which item to review.
Submissions for the following will not be reviewed:
- General complaints or non-specific comments about the entire exam.
- Challenges based on learning or practice materials.
- Challenges which are not related to the exam, but exam administration such as:
- Time requirements to complete the exam.
- Exam security and or cheating violations.
- Test center accommodations, exam administration, or staff.
Submission for challenging exam items
Within four calendar days of taking an exam, you may submit an Exam Item Challenge.
If you would like to report concerns regarding test center environment or staff, exam administration, exam security, or other issues throughout your exam experience, see our Test Candidate Support page.