Who can concerned test-takers call to ask questions or register complaints?
We have a customer service line [(609) 771-7330], as well as an E-mail address [gmat@ets.org] that constantly field questions about different situations…a test score or a situation at a test center, whatever it happens to be. The turnaround via E-mail is 48 hours and is immediate over the telephone [office hours are 8 a.m. to 8 p.m. ET, five days a week, and Saturdays from 9 a.m. to 4:45 p.m.]. In terms of the number of complaints fielded, all I can say is that it’s not any more than it was when we were using the paper-based test. If anything, the number of complaints about test situation/conditions has gone down because of the standardization of how test centers should operate and feel. There are specifications that we established for every single test center in terms of what instructors say and the procedures that they follow, say, to give test-takers things like scratch paper. That keeps the whole process much more standardized. The standards are usually upheld, but there are time
