Covid-19: Exams FAQs
Are you planning to open new exam sessions? Where can I find information about available test dates in my city / area / country?
I was enrolled in an exam session that was suspended. How can I transfer to another session / how can I request a refund?
If you did not request a refund after your original session was suspended, our test centre staff will inform you as soon as your session is transferred to a new date.
If our test centre is already delivering exams you may also contact the test centre directly if you wish to check your new test date or request a refund.
My exam has been suspended. Can I transfer my registration to another date?
Yes, this is possible for most exams including IELTS and Cambridge Assessment English. Please check the registration page for details of available sessions.
My exam has been suspended and I have been transferred to another date. Can I change my option now?
If the test centre has transferred you to a new date and you were not consulted about this prior to the change, you can ask for a one-off transfer at no cost to a new session that falls on a date before the end of August.
If you were consulted about the new test date and agreed to it at the time of consultation you are not eligible for a transfer free of cost. You will need to contact your centre, providing a valid reason for the request and if accepted you will be charged a small fee for the transfer. This is a standard procedure for regular transfers.
Your office is closed to the public. How / when can I view online my results and receive my test certificate?
You can access your results for IELTS through your profile on the IELTS Candidate Portal. You can preview your IELTS test results 13 calendar days from the test date for paper-based tests and 3-5 calendar days for computer delivered tests.
Results for Cambridge English exams are available on the Cambridge English website to which you received your personal code. Cambridge English exam results are available four to six weeks from the exam date for paper-based exams and two weeks for computer-based exams. However due to the challenging situation we are in at the moment, there might be a delay in exam results. Please check your confirmation of entry form for the estimated result date or contact your exam centre.
The test centre will inform you of the method of delivery of your IELTS Test Report Form or your Cambridge English certificate. As we are currently not open to the public your TRF/certificate will most probably be sent to the address you provided at registration.
We are not able to provide test results over the phone, by email or fax for security reasons.
Can I collect my exam certificate from your office?
The test centre will inform you of the method of delivery. As we are currently not open to the public, your certificate will most probably be sent to the address you provided at registration.
I filled out the refund form(s), but I did not receive a response. When will refunds be provided?
We are processing all the claims we have received, but due to the Covid-19 crisis we are experiencing delays in processing requests. We are working on this issue and expect to have completed the processing in 10 weeks from the date of your request. Thank you for your patience and we apologise for any inconvenience this will cause.
Where can I find more info about my exam session (venue, hour, etc.)?
You will be sent a session timetable with all information required for the test day (venue, hour of arrival, time of test, etc.). If you do not receive any communication three days before the exam please contact your test centre immediately.
You will also receive a message from the test centre outlining the safety measures and requirements for the test day.
I am enrolled for an exam session – what health / protection measures do you have in place?
The health of our test takers and staff is our priority. Before we open any test centre:
- We ensure that we are following all local government safety guidelines as well as those of the British Council.
- We brief our test centre staff so they are up to date on what to do and how to prepare for the arrival of test takers.
We have put the following measures in place to make our test centres as safe as possible:
- Test venues will be cleaned thoroughly prior to each test session.
- In the case of computer-delivered tests all equipment will be sanitised prior to each session.
- Our staff will be wearing masks.
We require that all candidates wear masks in all areas of the venue, i.e. from entry into the exam venue to exit post-test (these guidelines do not apply to candidates taking an exam at their own school, i.e. closed sessions). Anyone exempt from wearing a mask for health reasons (e.g. asthma) must provide evidence confirming the exemption. This should be presented upon registration on the day of the test. Please also remember to follow the basic guidelines, such as disinfect your hands and maintain 1,5 metres physical distance at all times.
If you would like to, you may also wear latex gloves although this is not required.
- Please note from 15 October all catering will be closed, therefore please bring your own drinks and food, as nothing will be available at the venue.
- We will provide sanitisers throughout the test venue and we ask that all test takers use them regularly or wash their hands to help ensure a safe environment.
- We will not provide pens or pencils to test takers who will be asked to bring their own stationery on the test day.
Do I need to wear face mask at your premises?
All test takers and test day staff are required to wear masks in the test venue. As per government regulations and in order to ensure heightened safety at the test venue, it is now mandatory to wear masks throughout the whole test session – i.e. from entry into the exam venue to exit post-test.
If you are exempt from wearing a mask for health reasons (e.g. asthma), you must provide a medical certificate confirming the exemption. This should be presented when you register on the day of the test.
Is there any limit on the number of customers inside exam premises?
Government regulations state the maximum number of people inside one room is limited to thirty. As we are maintaining physical distancing at all test venues, depending on the size of the venue, we might be able to accommodate fewer candidates.
How I can contact Customer Service?
While our offices are closed, our customer services teams will support you via firstname.lastname@example.org. Response time might be longer than usual due to the circumstances. We are grateful for your patience and understanding and will be in touch as soon as possible.
Self-declaration of symptoms
Candidates with symptoms compatible with Covid-19 should not attend their test. We are including the link to the World Health Organisation’s website with general sanitary information and basic hygiene measures Covid-19 Information.
If a candidate shows symptoms prior to the test date, they should contact the Examination Centre in order to reschedule their exam to an alternative date.
Before the start of the test candidates will be required to sign a self-declaration confirming that they are not in quarantine, have not been in contact with anyone suspected of Covid-19 in the past 14 days, and that they have no Covid-19 compatible symptoms.