Certification Exam Appeals & Complaints Policy

Purpose

The purpose of this policy is to provide Candidates with a clear, fair, and transparent process for appealing Exam results or filing complaints related to Certification activities. Scaled Agile, Inc. (SAI) is committed to maintaining the integrity and security of SAFe® Certification credentials.

Scope

This policy applies to all Candidates taking SAFe® Certification Exams through SAI’s training programs. It covers appeals related to Exam results, complaints about Exam administration, scoring, ethical concerns, or any procedural fairness in the Certification process. 

Definitions

“Candidate” or “You” or “Your” means the person attempting to take an Exam. 

“Certification” means a specific achievement of status granted to You by SAI upon passing a particular Exam in accordance with the terms of the SAI Professional Certification Program Candidate Agreement. A Certification is earned and held by an individual, not a corporation or other entity. 

“Exam” means a SAFe® examination that is taken to achieve a SAFe® Certification. 

“SAFe®” is the acronym for the Scaled Agile Framework® methodology which is trademarked, copyrighted, and owned exclusively by SAI. 

Appeals and Complaints Process

Candidates who wish to file an exam appeal or complaint must follow the outlined process to ensure fair review and resolution. This process includes the following steps: 

  1. Grounds for Appeal or Complaint
    • An appeal may be submitted if a Candidate believes: 
      • A procedural error occurred during the Exam or scoring process
      • Technical or environmental factors affected the administration of the Exam.
      • Certification policies were violated, or ethical misconduct occurred.
      • There were fairness issues regarding the exam process or results.
  2. Submission of Appeals or Complaints
    • Appeals or complaints must be submitted in writing within 30 days of the Exam or decision date using this form on SAI’s website.
    • Submissions must include:
      • Candidate’s name and contact information
      • Exam date or issue date
      • Description of the issue or grounds for the appeal or complaint
      • Supporting evidence (if applicable)
      • Desired resolution (e.g., re-assessment, corrective action, etc.)
  3. Acknowledgment and Review
    • Appeals and complaints will be acknowledged via email within 5 business days.
    • The review will be conducted by appropriate SAI personnel, which may include managers and senior leaders.
    • The review will be completed within 60 days, and a formal decision will be communicated in writing, including the rationale behind the decision.
  4. Tracking of Appeals and Complaints
    • SAI tracks all appeals and complaints in a centralized system to ensure transparency and timely resolution.
  5. Escalation and Final Decision
    • If the Candidate is dissatisfied with the outcome, they may escalate the issue within 30 days of the decision.
    • The escalation should clearly outline reasons for disagreement and provide additional documentation, if applicable. 
    • A senior leader at SAI will issue a final decision within 10 business days.
    • After the final decision, no further appeals or complaints will be considered.

Complaints Against Certified Individuals

SAI takes all complaints seriously, including those related to individuals who have already achieved Certification. If a complaint is made against a certified individual regarding unethical behavior, violation of Scaled Agile policies, or misconduct, the complaint will be reviewed according to the procedures outlined in this policy. SAI reserves the right to take appropriate action, including revocation of Certification, based on the findings of the review process.

Confidentiality and Non-Retaliation 

SAI is committed to maintaining confidentiality throughout the appeals and complaints process. All information will be handled discreetly and shared only with those directly involved in resolving the issue. Retaliation against individuals filing appeals or complaints in good faith is strictly prohibited.

Contact Information 

For further inquiries or to file an appeal or complaint, please contact support@scaledagile.com.

Certification Complaint/Appeal Form: