Feedback and Complaints Policy

Educational Services and Testing (ESaT) Ltd actively strives to improve its services and products. Every person involved in the design and administration of the tests is carefully selected and trained, to guarantee a positive overall experience for all candidates and stakeholders.

All stakeholders have the right to make a complaint about any aspect of ESaT Ltd products or services (as is documented in the ESaT Ltd Governance Document). The information on this page will guide you through the ESaT Ltd complaints procedures:

If a stakeholder wishes to file a complaint, he/she can either do so direct with the Examination Manager, or refer to the complaints procedures found in the ‘Help’ section of the ESaT website  to communicate directly with ESaT Ltd.

All complaints are dealt with effectively, sensitively and in a timely fashion.

ESaT Ltd deals with complaints relating to the following:

Complaints and Feedback Procedure

Candidates and parents

All complaints dealing with examination issues should be first communicated to the Test Centre. ESaT Ltd normally only deals with complaints when made through official channels and following prescribed procedures by the Examination Manager.

If, however, after approaching the Examination Manager a stakeholder remains dissatisfied with the outcome, he/she may contact ESaT Ltd directly through the online Complaints procedure.

Registering a complaint directly with ESaT Ltd

To allow us to investigate concerns, the person registering the complaint should give a detailed summary of the complaint. The following must also be included:

Complaints can be submitted in two ways:

Online

Click here to complete the "Complaint Form". You will then be contacted by ESaT Ltd to supply full details of your grievance, along with copies of previous correspondence with the Test Centre, as well as the outcome of the internal complaints procedure where applicable.

By Post

Complaints and copies of all relevant documentation, are to be sent to:

Customer Care
Educational Services and Testing Ltd

The Forum - Level 2
Constitution Street
Mosta MST 9051

MALTA

Test Centres

are encouraged to send suggestions or complaints regarding:

 Teachers and Testing Staff

As key stakeholders, teachers and testing staff are encouraged to send suggestions or complaints regarding:

Registering a complaint directly with ESaT Ltd

To allow us to investigate concerns, a detailed summary of complaints should be sent to ESaT Ltd also including the following:

Where appropriate, the following should also be included:

Complaints can be submitted in two ways:

Online

Click here to complete the "Complaint Form". You will then be contacted by ESaT Ltd to supply full details of your grievance, along with copies of previous correspondence with the Test Centre, as well as the outcome of the internal complaints procedure where applicable.

By Post

All complaints and copies of all relevant documentation, are to be sent to:

Customer Care
Educational Services and Testing Ltd

The Forum - Level 2
Constitution Street
Mosta MST 9051

MALTA


ESaT Ltd normally acknowledges receipt of the complaint within five working days.

It is normal practice to inform the Test Centre of the investigation and when necessary to request a report of the event or issue.

A full investigation of a complaint is normally completed within fifteen working days. There are instances when the investigation may take longer and in such cases, you will be regularly updated with the progress of the investigation.

If you have any questions regarding a complaint, please contact customercare@esatmalta.org