How to Complain about Problems at a TOEFL Test Center

How to Complain about Problems at a TOEFL Test Center Updated January 8, 2020Sadly, a lot of students have technical problems when taking the TOEFL. If you feel that problems with the test center affected your ability to take the test, you should make a complaint directly to ETS. Heres what you should know about that process.What is the Deadline for Complaining about a TOEFL Test Center?According to the 2019-2020 TOEFL Bulletin (page 8), you must make a complaintwithin five days of taking the test. This means you must complainbefore your results are reported.How Can I Submit a Complaint?The best way is to submit a complaint via e-mail: toefl@ets.orgYou can also also submit a complaint via fax: +1-609-771-7710Or by regular mail:ETS TOEFL iBT Complaints MS 16-Z Rosedale Road Princeton, NJ 08541-6163 USAI dont recommend using regular mail, as ETS will depend on the visibility of the postmark to ensure that your complaint has been sent before the deadline.Should I Cancel My Scores at the End of the Test?Yes, probably. At the end of the test you are given the option of cancelling or reporting your scores. If you have a technical problem at the test center you should probably choose to cancel the scores. When ETS rejects student complaints, they often do so because students chose to accept the scores at the end of the test. They often say that students who accept the scores also accept the conditions of the test center.Note that if you cancel the scores you can later pay a fee ($20) to reinstate them.What Will Happen After I Complain?ETS will probably do one of the following:Permanently cancel your scores for the TOEFL sitting you complained about and let you take the test for free in the future. You will be given a choice to accept or reject this offer.Reject your complaint and do nothing.What Can I Complain About?Anything, I guess. But note that you can only realistically complain about things that ETS has some control over (the technology and the staff of the test center). The most common complaints I hear are:Comput ers that turn off during the testHeadsets that stop working during the test (including the microphone)Interruptions by test center staffKeyboards that dont work properly (but note that ETS is not obligated to provide a QWERTY keyboard)You probably cant complain about noise from the other people in the test center.What Should I Write in My Complaint?Describe the problem as specifically as possible. Be direct and concise. Dont write too much. Dont be emotional or rude. Proofread your English to ensure it is easy to understand. In addition, make sure that you also include the following information:NameAddress (include your country)Date of birthDaytime telephone number (if you are in the USA)Email addressTest date and locationRegistration numberHow About a Sample?I am writing to complain about a problem with a TOEFL test center that affected my ability to take the TOEFL.I took the test on [DATE OF TEST, 20XX] at the test center located at [LOCATION OF TEST CENTER] in [CITY, COUNTRY]. Du ring the test, [DESCRIBE THE PROBLEM HERE IN A FEW SENTENCES. INCLUDE SPECIFIC DETAILS].In my opinion, this problem prevented me from completing the TOEFL. I do not believe that the conditions at the test center followed your established procedures and standards. Moreover, I feel that I was not granted an equal opportunity to demonstrate my abilities.For the record, my personal information is as follows:Full Name:Address:Date of birth:Daytime telephone number:Email address:Registration number:Thank you for your time,[NAME]