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 Certiport 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

  1. Complete and submit the challenge form.
  2. 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 Certiport Grievance Committee.
  3. If your request is sent to the Certiport 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.


Submission for challenging exam items

Within four calendar days of taking an exam, you may submit an Exam Item Challenge.

  • (e.g. IC3 Digital Literacy GS6 Level 1)


If you would like to report concerns regarding test center accommodation or staff, exam administration, or exam security, see our Test Candidate Support page.