Escalated Feedback such as Complaints or Appeals are taken seriously by GIAC. We have an established process for answering general candidate questions and also addressing more specific issues and complaints. Please refer to the contact list below to determine which address to use. In order to serve your needs most effectively, please do not email multiple addresses.
Step 1: First Level Customer Support
All general, non-emergency GIAC related questions should be sent to email@example.com, including questions on:
- Policies and Procedures
- Certification Availability or Pricing
- Questions specific to your account, including current or completed certification attempts,
- problems logging into your portal account, etc. Emergencies should not be sent to this address.
Specific customer support topics
This email is monitored evenings and weekends. Emergency situations should be sent here, including:
- Practice test problems.
- Technical exam problems. Please include a full description of the problem, the time it occurred, and any specific error you might have received. Also include your portal email address, SD number and exam ID number.
Inquiries related to renewing current or expired certifications.
Inquires related to printed GIAC certifications.
Inquiries related to scheduling a proctored exam
Inquiries related to participation in standard setting projects you have been invited to participate in. This includes exam development projects such as passing point studies, job task analyses, question development, etc.
Issues related to the website.
To provide comments about specific GIAC exam questions you saw on practice tests or certification exams, please see Exam Feedback Procedure
For GIAC Gold grievances please see the GIAC Gold page.
Step 2: Second Level
If you have already contacted GIAC using one of the methods described above, and have not received a satisfactory response, you may choose to submit a Complaint form to escalate the matter.
A complaint is an expression of dissatisfaction, relating to any aspect of the certification process, where a response is expected.
How to Submit a Complaint:
Submit a Complaint form, making sure to provide:
- Complaint Type (Application, Exam Content/Scope, Exam Quality, Exam Experience).
- Description of Complaint with as much supporting documentation and references as possible.
- Account Information (Name, email address, certification in question)
Response: Every valid complaint which is submitted in accordance with these procedures shall be investigated and the outcome of that investigation, including any suggested corrective actions, shall be communicated in writing to the complainant.
Step 3: Third Level
An appeal is a request for reconsideration of a decision made by GIAC related to certification status, such as rejection of certification application, rejection of a certification renewal submission, appeal of certification retake decisions,
How to Submit an Appeal:
Appeals must be received within 30 days of the event in question. Submit an appeal form, making sure to provide:
- What is decision is being appealed
- The grounds on which the appeal is made
- Relevant documented evidence; including a detailed summary of information surrounding your appeal, including but not limited to:
- Certification attempt deadlines including account number
- Indicate what steps were taken to resolve the issue prior to lodging the appeal.
- Include the specific relief sought
Review: All Appeals will be reviewed and then either directly resolved or submitted for investigation to the Appeals Committee, consisting of members of Certification Body that do not present a conflict of interest.
Response: The outcome of the appeal will be sent via email within 15 business days of receipt of appeal and will specify the outcome of the appeal, the reasons for such outcome, and the specific relief granted, if any.
A reconsideration request regarding the outcome of the Appeal Response may be submitted within 7 days of the Appeal Response. A Reconsideration Request must include:
- proof of procedural error and/or
- New or previously undiscovered information supporting why the action or decision should be changed or modified.
Reconsideration requests will be reviewed by the GIAC Director. Their decision is final.