Updated March 7, 2024

Formal Complaint Policy

Any applicant, candidate, certification holder, or member of the public may express dissatisfaction relating to the activities of either the certification body or a specific GIAC certification holder. Complaints must be submitted in writing through the GIAC Complaint Form below and follow the instructions included on the form. Be sure to include as much information and evidence as possible to streamline the review of the complaint.

Complaint Procedure

Candidates are required to try to remedy complaints relating to the activities of the certification body with them first before submitting a formal complaint. Confirmed complaints will be acknowledged within 48 business hours of receipt, and GIAC will provide the complainant with progress status reports of the complaint throughout its processing.

The complaints handling process will be led by a GIAC Operations team member independent of the complaint’s circumstances but may be escalated if necessary.

Resolutions will be concluded within 30 calendar days of receipt of the complaint.

Once a resolution is determined, the outcome will be sent via email to the complainant (if appropriate). Resolutions are considered final, and the case will be closed.

Note: requesting a waiver of the 30-day/1-year wait period is handled separately. More information can be found here.