This policy explains how formal complaints about the activities of the certification body or a CyberDefenders certification holder are submitted, reviewed, and resolved.
How to Submit a Complaint:
Candidates should first try to resolve any complaints regarding the certification body's activities with the body before submitting a formal complaint. Formal complaints must be sent via email to [email protected]
within 30 calendar days of the incident and must include all pertinent information. Complaints submitted after this period will not be considered.
Initial Resolution
Before submitting a formal complaint, candidates are encouraged to try to resolve the issue informally by contacting CyberDefenders support.
Most inquiries and concerns can be resolved quickly through our standard support channels.
Complaint Procedure
To protect the integrity of the process, CyberDefenders ensures that all complaints are handled impartially:
Acknowledgment: Confirmed complaints will be acknowledged within 48 business hours of receipt.
Impartial Investigation: Complaints are handled by a certification operations team member who is independent of the circumstances of the complaint.
Committee Review: Complaints filed against a certified person are reviewed by the Certification Committee, which operates independently of the certification manager.
Resolution
CyberDefenders aims to resolve all formal complaints promptly:
Timeline: Resolutions will be concluded within 30 calendar days of receipt of the complaint.
Communication: Once a resolution is determined, the outcome will be emailed to the complainant (if appropriate).
Finality: All resolutions are final, and the case will be closed upon notification.
Note: Requests for waivers of exam retake wait periods or subscription extensions are handled through a separate process. Please refer to our Retakes and Extensions page for more information.