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4. Reasons for Inadmissibility of Complaints

There are certain circumstances under which a complaint may be deemed inadmissible. Inadmissible complaints will be rejected by EPSO without being examined in substance.


4.1. Failure to complete mandatory steps

Candidates who have not successfully completed the mandatory technical prerequisite check, the required synchronisation(s), a connectivity trial, or a system check and/or a mock test, depending on the testing event in question, which are required to ensure readiness for the remote testing session, will not be eligible to file a complaint.

The prerequisite check is essential to verify the candidate's technical capability and readiness for the test environment.


4.2. Failure to troubleshoot

Complaints from candidates who fail to troubleshoot according to the provided instructions will not be considered admissible. It is crucial to adhere to the steps outlined in the instructions regarding troubleshooting. 
Candidates should first attempt to troubleshoot independently and then promptly contact test provider’s Helpdesk service via the channel specified in the instructions for further assistance.


4.3. Late Submission of Complaint

Complaints from candidates who fail to submit their complaint within the specified timeframe following the conclusion of their tests will not be considered. 
Timely submission of complaints is crucial for their efficient resolution and for maintaining the integrity of the examination process.


4.4. Inadequate Documentation or Evidence

Complaints lacking sufficient evidence or documentation to support the reported technical issue will be deemed inadmissible. It is essential for candidates to provide the above-mentioned detailed information to facilitate the investigation and resolution process.

Additionally, candidates must thoroughly explain the technical problem encountered, including any relevant context or steps taken before it occurred and how they troubleshoot. Failure to provide adequate explanations of the encountered issue will render the complaint impossible to investigate, thereby making it inadmissible.

The essential components that constitute an adequate explanation:

  • Description of the issue: a precise and comprehensive description of the problem, including what went wrong and how it affected the test-taking experience.
  • Timing of the issue: the exact time and duration when the issue occurred, which can help in correlating with system logs and other candidates’ reports.
  • Actions taken: a detailed account of any troubleshooting steps or actions taken by the candidate to resolve the issue before seeking assistance. 
     Troubleshooting actions taken with the test provider, including the channel used for communication.
  • Error messages: any specific error messages or codes that were displayed during the occurrence of the problem.
  • Environment details: information about the device, operating system, browser, versions, configurations, and internet connection used during the event.
  • Screenshots or Recordings: visual evidence such as screenshots or screen recordings of the issue as it occurred, if possible.
  • Impact on testing: explanation of how the issue affected the candidate's ability to complete the test or specific parts of it.


In some cases, EPSO may request the candidate to provide additional technical files such as screenshots of the computer configuration or the application version, in order to verify that all the provided instructions were followed.


4.5. Non-Technical Challenges

When reviewing complaints arising from non-technical challenges, it is essential to delineate reasons why certain issues may not be considered valid grounds for a complaint:

Environmental Disturbances
While noise or distractions in the candidate's testing environment can indeed interfere with concentration, it is important to recognise that such disruptions are beyond the control of test administrators (EPSO and its test providers). External factors such as construction noise or household disruptions are external to the test environment and may not be attributed to the remote examination process itself. However, events such as unexpected power outages or emergency evacuations might be considered as force majeure (see section 5. “Force majeure policy”).

Physical Discomfort
Candidates experiencing physical discomfort during extended exam periods may find it challenging to maintain focus. However, discomfort arising from ergonomic issues or pre-existing physical ailments is not inherently linked to the remote test setup. Candidates are encouraged to ensure their comfort and well-being before and during the exam to mitigate such challenges.

Time Management Challenges
Remote exams necessitate candidates to manage their time effectively, a skill essential for professional pursuits. While issues with timekeeping or unexpected interruptions may arise, candidates are expected to adapt and strategise accordingly. Complaints related to time management challenges may not be considered valid if they stem from factors unrelated to the examination process itself, such as personal distractions or scheduling conflicts.

Proctoring Concerns
Dissatisfaction with remote proctoring methods, the environmental check process, the indication of suspicious behaviour or perceived bias in proctoring
practices, may sometimes arise. These would not constitute valid grounds for complaints if they do not significantly impact the integrity or fairness of the exam.


4.6. Violations of Exam Rules

Upholding the integrity of the examination process is paramount, and individuals found to be in violation of testing rules (e.g. inappropriate/disrespectful behaviour, cheating during the tests, recording online tests or attempting to manipulate the fair conduct of tests, or compromising the integrity of the competition process in any other way) may face disciplinary actions and bear the consequences such as exclusion from a specific competition or selection process; or prohibition from participating in open competitions or selection procedures for a designated period. EPSO reserves the right to suspend the examination of technical and item-specific complaints where there are reasonable indications that the candidate who lodged the complaint may have violated the testing rules. In cases where a candidate is excluded from a competition due to violating its rules, the complaints they have lodged will be rejected as moot without further examination.


4.7. Failure to Follow Exam Instructions

Complaints arising from candidate’s failure to follow the respective instructions or guidelines for testing will not be considered. It is important for candidates to adhere to all instructions provided before and during the tests to minimise the risk of technical issues and ensure a smooth examination experience.