1. Submission of Complaints

Any candidate experiencing technical difficulties related to their remote exam, has the right to file a complaint with EPSO. Candidates should refer to the Notice of Competition for a full overview of the different ways in which they may submit a complaint.
The timeframe for submitting a complaint is stated in the respective Notice of Competition, in the Call for Expression of Interest and in the General Rules governing open competitions.
Complaints should be submitted through the designated channel: Candidate Contact Form.
EPSO provides candidates with all necessary details and instructions regarding the testing modalities at the latest when they are invited to take the tests.
Candidates must complete all the necessary steps referred to in the instructions issued prior to the tests, such as installing software, performing the required synchronisation(s), undergoing a connectivity trial, technical prerequisite test, system compatibility check and/or a testing platform familiarisation test, depending on the testing event in question. Completing these steps will allow candidates to verify the readiness of their IT environment and the compatibility of their devices with the testing platform and application. The purpose is to ensure the best possible test experience for the candidate. Failure to complete the mandatory steps may prevent candidates from taking the tests and will limit the test provider's ability to assist candidates effectively with any technical issues encountered during the tests.
In cases where candidates fail to sit or complete one or more tests, their participation in the selection or competition may be terminated, unless the candidates can prove that the failure to sit or complete a test was due to unforeseen circumstances beyond their control. This may include properly documented technical issues or situations of force majeure (please refer to point 5 – Force majeure policy). In case of technical issues during the test, candidates should contact EPSO as soon as possible within the timeline set for complaints. In case of force majeure, candidates should reach out to EPSO preferably before the test or at latest on the day of the test. Candidates need to provide all necessary documentation linked to the event.
Failing to comply with the testing instructions and information made available to candidates, will not be considered an unforeseen circumstance or a case of force majeure.