Online Exams and Assessments: Appeals Policy

An appeal may be submitted if the learner considers that:

• an error has occurred in relation to the marking and/or grading process; or
• there is an issue with the wording or translation of one or more questions which has adversely affected the learner's result.

For CQI-IRCA or Kelmac Group® Academy online exams, appeals against a Fail result are not accepted in relation to problems with internet connectivity or PC/laptop hardware or software issues. Learners should follow the applicable special consideration process if they experienced technological problems which they feel affected their performance during the exam.

Malpractice means any deliberate activity, neglect, default or other practice that compromises or could compromise the assessment process, the integrity of a certified, accredited or recognised course, the validity of a result or certificate, or the reputation and credibility of Kelmac Group® Academy or the applicable body.

Examples of malpractice by a learner in relation to online exams or assessments include:

• having confidential material, for example exam questions and answers, in advance of and/or during the exam;
• providing access to, disclosing, distributing, copying, photographing, recording, downloading or transmitting any exam questions, answers or content in any form or by any means;
• misrepresenting identity or impersonating another individual during the exam;
• arranging for someone else to sit the exam or complete the assessment on the learner's behalf;
• helping others with the exam or receiving assistance either online or in person during the exam;
• copying another learner's answers or knowingly allowing a learner to copy from the learner's work;
• inappropriate behaviour during the exam, including offensive language;
• having unauthorised items whilst taking the exam, such as mobile phones, electronic devices, smart watches, headphones or earphones where these are not allowed; and
• turning off the webcam or microphone, obscuring the face, or positioning the webcam so that there is not a clear image of the face where remote proctoring rules apply.

Malpractice may be identified during an analysis of a learner's proctoring recording, assessment review or due to information received either before or after the exam or assessment. Where malpractice is confirmed, the learner may receive a disqualified result, regardless of whether the learner has otherwise passed or failed the exam or assessment. The applicable body may also restrict future examination or assessment access where its rules allow this.

A learner may be prevented from demonstrating their achievement due to:

• a permanent or long-term disability, learning difficulty or medical condition;
• a temporary disability, illness or indisposition immediate to or at the time of the exam or assessment; or
• circumstances at the time of or during the exam or assessment.

Learners may appeal a decision relating to a reasonable adjustment or special consideration request where the applicable course or body process provides an appeal route.

If you wish to appeal, you are strongly advised to discuss your case with Kelmac Group® Academy before making a submission. This helps confirm whether the matter should be handled as an appeal, special consideration request, complaint or other learner support matter.

If you decide to appeal, you must complete the relevant appeal submission form or follow the online request process required by the applicable body. The appeal should include supporting evidence and must be submitted within the applicable deadline.

For applicable Scheme Owner of Kelmac Group® Academy online exams, the appeal must be submitted within 14 calendar days of the exam result being issued to the training provider, or within 14 calendar days of receiving the outcome of the reasonable adjustment or special consideration request.

For online exams, the following appeal processing times apply:

• Reasonable adjustment appeal - within 2 working days;
• Special consideration appeal - within 10 working days;
• Fail result appeal - within 10 working days; and
• Malpractice appeal - within 10 working days.

For Exemplar Global, RAPS and IACET-related courses, processing times and submission routes will depend on the relevant course, assessment route and applicable body process where a separate process applies.

Appeals should be reviewed by an appropriate person who has not previously been involved in the case and has no personal interest in the outcome, where this is required by the applicable process.

The person investigating the appeal will re-examine the evidence used to make the original decision and any additional evidence provided by the learner. They will consider whether the applicable process has been applied consistently, properly and fairly in arriving at the decision. For appeals relating to malpractice, the reviewer may consider whether there was sufficient evidence to support the malpractice finding and whether the decision was appropriate in light of the available information and applicable precedents.

The learner and, where applicable, Kelmac Group® Academy will be informed whether the appeal has been upheld or rejected and what follow-up action has been taken. Where the applicable appeal process states that no further appeal is available, no further appeal will be accepted under that process.

Appeal records and outcomes may be retained for audit, quality assurance, accreditation, learner record, complaint handling and legal purposes. For online exams, The applicable Scheme Owner or Kelmac Group® Academy states that it retains records of all appeals and their outcomes for five years.