This policy explains how formal complaints relating to the activities of the certification body or a CyberDefenders certification holder are submitted, reviewed, and resolved.
Formal Complaint Policy
Any applicant, candidate, certification holder, or member of the public may express dissatisfaction regarding:
The activities of the CyberDefenders certification body
The conduct of a CyberDefenders certification holder (a “complaint”).
To ensure a fair and thorough review, complaints must be submitted in writing through the official CyberDefenders Complaint Form.
Complainants should provide as much information and supporting evidence as possible at the time of submission to streamline the investigation process.
Initial Resolution
Before submitting a formal complaint, candidates are encouraged to attempt to resolve the issue informally by contacting CyberDefenders support.
Most inquiries and concerns can be addressed 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.
Status Updates: CyberDefenders will provide the complainant with periodic progress updates throughout the review process.
Impartial Investigation: Complaints are handled by a certification operations team member 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 sent via email to the complainant (if appropriate).
Finality: All resolutions are considered final, and the case will be closed upon notification.
Note: Requests for waivers regarding exam retake wait periods or subscription extensions are handled through a separate process. Please refer to our Retakes and Extensions page for more information.
Complaint Form
To submit a formal complaint, please use the official form below: