If there are concerns about an exam, do not wait to receive test results before expressing these concerns. NCARB can only respond to complaints received within 15 days of a test date. Individuals must send their complaint to NCARB in writing via the contact form. Note: the filing of a report by the test centre administrator or online proctor does not satisfy the requirements of notifying NCARB directly.
NCARB employs extensive quality control procedures throughout the development of the ARE. However, individuals may encounter typographical errors or flawed questions on rare occasions. If you suspect an error in a specific question, write to NCARB after taking the test. In the correspondence include the name of the division, the test date, and the specific concern(s) about the question. Individuals are not permitted to copy the question before leaving the test centre or completing the online exam and are not expected to recreate the entire question in their correspondence. NCARB will review the question, and individuals will be notified of the findings.
In accordance with the Fair Access to Regulated Professions and Compulsory Trades Act, 2006 (FARPACTA), the OAA maintains a process to address complaints arising from third-party service providers involved in the licensure process.
Individuals may submit complaints to the OAA about their experiences with the ARE. This process applies to complaints submitted by individuals who believe they have experienced inappropriate, discriminatory, unsafe, or otherwise unacceptable treatment by the ARE provider during their interactions related to the examination process.
Individuals who wish to raise a concern about their experience during the ARE should first contact the ExAC through its formal complaints process outlined above. If this process does not address the concern, complainants can escalate their complaint to the OAA, which will then follow up with the NCARB to understand the circumstances and ensure the issue has been managed in accordance with established procedures and fairness principles.
Where an individual believes the NCARB has not handled their concern appropriately, the OAA will:
- review the concern to determine whether the NCARB followed its own complaint-handling process;
- seek clarification from the NCARB where necessary; and
- take appropriate follow-up steps if fairness or process issues are identified.
To contact the OAA regarding an unresolved examination-related concern, email officeoftheregistrar@oaa.on.ca with a summary of the experience, confirmation the NCARB complaint process has already been followed, and any supporting documentation or correspondence relevant to the matter.
This process does not review complaints about substantive registration decisions made by NCARB or the OAA; these are handled through the appeal or review mechanisms.
The OAA will review complaints fairly and efficiently, and in a manner consistent with applicable legislation and its own administrative procedures.