How to Complain about a TOEFL Test Center

Updated December 10, 2022

Sadly, a lot of students experience technical problems while 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.  Here’s what you should know about that process.

What is the Deadline for Complaining about a TOEFL Test Center?

According to the 2022-23 TOEFL Bulletin (page 9), you must make a complaint within five days of taking the test.   This means you must complain before your results are reported.

How Can I Submit a Complaint?

The best way is to submit a complaint via e-mail: toefl@ets.org

You can also also submit a complaint via fax: +1-609-771-7710

Or by regular mail: 

ETS
TOEFL iBT Complaints
MS 16-Z
Rosedale Road
Princeton, NJ 08541-6163 USA

I don’t recommend using regular mail.  That is slow, and your letter must have a visible postmark no later than two days after you took the test.

Should I Cancel My Scores at the End of the Test if there is a Problem?

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 sometimes mention that by accepting the scores at the end of the test, you accepted the conditions of the test.

If your complaint is ignored, you you can pay a fee ($20) to reinstate the scores.

What Will Happen After I Complain?

ETS will probably do one of the following:

1.  Permanently cancel your scores for the test you complained about and let you take another test for free in the future.  You will be given a choice to accept or reject this offer.
2. 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:

• Computers that turn off during the test
• Headsets that stop working during the test (including the microphone)
• Interruptions by test center staff
• Keyboards that don’t work properly (but note that ETS is not obligated to provide a QWERTY keyboard)
• Other technical problems

You probably can’t 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.  Don’t write too much.  Don’t 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:

• Name
• Address (include your country)
• Date of birth
• Daytime telephone number (if you are in the USA)
• Email address
• Test date and location
• Registration number

How 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 [ADDRESS OF TEST CENTER] in [CITY, COUNTRY].  During 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]