Candidate support policy

1. Response targets

The Council aims to meet the targets below. Targets given in business days exclude public holidays and any published closure period. They are objectives measured across the year, not commitments in any individual case, and no liability arises from a target being missed.

• Help requests and general enquiries: answered within 72 hours. A request made from the Support page in the candidate portal is acknowledged at once by email, with a reference.
• Examination administration: answered within 72 hours, and within 1 business day inside an open examination window.
• Reasonable adjustment requests: decided within 10 business days of receipt of complete supporting information.
• Appeals: handled under the appeals and complaints procedure.

2. Scope of support

Support covers eligibility, registration, examination logistics, adjustments, and credential administration. It does not extend to tuition, coaching, feedback on practice work, or examination-specific guidance. Where preparation has been purchased, support for that content is provided separately by the preparation team, who take no part in setting or marking examinations. Council examinations staff will not advise on examination content to any candidate.

3. Reasonable adjustments

The Council assesses competence, not speed of reading or comfort with a particular input device. Adjustments that may be available include additional time, rest breaks, screen-reader-compatible materials, alternative input methods, and a separate examination environment.

Requests must be made before the examination is begun, with supporting information from a relevant qualified professional dated within the preceding three years. The Council determines what adjustment is reasonable and workable in the circumstances, taking account of cost, practicality, and the integrity and security of the assessment; that determination is final. An adjustment will not be granted where it would compromise the validity of the assessment or confer an unfair advantage. Adjustments are not recorded on the credential or the public register.

4. Language

Examinations are delivered in English only. Where English is not a candidate's first language, additional time may be requested as an adjustment. The Council does not provide translation, interpretation, or translated materials.

5. Technical failure during an examination

If a technical failure attributable to the Council or its examination platform materially interrupts an attempt, the Council will void the attempt and offer a fresh access period at no charge or a full refund, as section 6 of the refund policy provides. Where the interruption can be put right by resuming the sitting with the time that remained, as section 6 of the terms of use allows, the candidate may take that instead. Those choices are the candidate's sole and exclusive remedy.

The candidate is responsible for their own equipment, software, and internet connection, and for confirming these meet the published requirements before the examination. The Council is not liable for failures arising from the candidate's own environment, or from any third-party network or service outside the Council's control.

6. Candidate obligations

Candidates must provide accurate registration information, keep contact details current, present acceptable identification when required, and comply with examination conditions. The Council is not responsible for consequences arising from inaccurate information or from correspondence sent to an out-of-date address. Abusive or threatening conduct towards Council staff may result in support being withdrawn and registration cancelled without refund.

7. If we fall short

If a target in this policy is missed, say so to hello@aiassurancecouncil.org. If the response is unsatisfactory, the matter becomes a complaint and is handled under the appeals and complaints procedure, which is decided by people who were not involved in the original handling and is the sole route of escalation.

Contact

Questions about this policy should be addressed to hello@aiassurancecouncil.org.