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Grievance policy

Grievance policy (challenging an exam item)

An important part of the certification exam development process is to review each exam question to ensure technical accuracy, clarity, relevance, and absence of ambiguity and bias. However, in the event you believe a particular exam item is not valid, you may request an evaluation of the item.

Attention Microsoft Technology Associate (MTA) exam takers

All MTA Exam feedback or item challenges need to be submitted directly to Microsoft. To learn about the process to submit exam feedback or an item challenge for an MTA exam, please refer directly to Microsoft.

Submission for challenging exam items

Within four calendar days of taking an exam, you may submit an Exam Item Challenge.

  • (e.g. Microsoft® Word version 2013 Core)

Note: Your submission will be reviewed and acknowledged by the Customer Service Team. At that time, they will either ask for clarification or submit your request to the Certiport Grievance Committee.

If your request is sent to the Certiport Grievance Committee, your challenge will be evaluated and you will receive a response within 10 (ten) business days of submission. This response will include either the result of the evaluation or, if more time is needed for evaluation, an estimate of when you can expect a decision. Once a decision has been made, it will be regarded as final and no further evaluation will occur.