Contact

ACER Teacher Test Office

For general enquiries regarding test administration matters, please contact:

E: teacheredtest@acer.org

For security reasons, please use the Message function (via your ACER candidate account) to send us personal/sensitive information, if required. Please do not use email to send personal or sensitive information. 

Please contact our office by emailing us at teacheredtest@acer.org. Please note that we do not have a call centre and the quickest way to get a response from us is via email, as our electronic mailbox is monitored and emails are responded to as quickly as possible during business hours. Please refrain from calling other parts of ACER as that may slow down our response time.

Registered candidates are advised to use the messaging function available via the ACER online candidate account.

For appeals regarding your test results, please refer to: https://teacheredtest.acer.edu.au/results/appeals.

Feedback and complaints

Any feedback or complaint you wish to submit to ACER will be handled on a basis, which is:

· confidential, unless required otherwise by law; and

· professional, including that, the fact of submission will not be of detriment to you in your dealings with ACER.

Definition

A complaint refers to a failure or defect in the provision of the test by ACER. A complaint does not include any:

  • exercise of a legal right taken by a candidate; or
  • action by a federal, state or territory regulator or statutory body concerning any such failure or defect.

Any complaint should be made within a reasonable time or at the maximum of 3 months after the act or omission complained of occurred. This is because:

  • relevant oversight bodies may have time limits, relevant personal information may be deleted if required by the Privacy Act 1988 (Cth) or
  • records may not be retrievable for logistical or administrative reasons or destroyed in accordance with the provisions of the Privacy Act 1988 (Cth).

To submit feedback or a complaint to ACER regarding the conduct of the test, please email the ACER Teacher Test Office at teacheredtest@acer.org, or use the messaging function available via the ACER online candidate account if the content of your correspondence contains personal information. Candidates can also submit feedback or a complaint anonymously. However, should you choose to remain anonymous or not provide relevant information, ACER may not be able to adequately or at all address your feedback or complaint.

The time it takes to resolve a complaint depends on a number of factors including the complexity of the complaint. As an indication, please note the expected timeframe and process below.

ACER will:

  • acknowledge receipt of the feedback or complaint;
  • attempt to address satisfactorily any feedback or resolve any complaint at first contact with the Teacher Test office; and
  • review and respond within a reasonable time. For straightforward cases, this may take up to 3 working days. For complaints requiring some inquiry, this may take up to 5 working days. For complaints requiring investigation, this may take up to 10 working days. For complaints involving human rights issues, this will take up to 20 working days.

ACER may in reviewing your matter:

  • seek further information and/or
  • escalate your matter within ACER.

In any event, you will be given reasons or an expected timeframe for the response and outcome of any review.

If your personal information is collected by ACER as part of addressing your feedback or complaint, it will be handled in accordance with the Privacy Statement and the ACER Privacy Policy, which set out your rights in respect of your personal information and how you may pursue them.

Australian Government Department of Education

For policy matters relating to the test including eligibility, please refer to https://www.education.gov.au/teaching-and-school-leadership/literacy-and-numeracy-test-initial-teacher-education-students.

For further information on where to seek information or to provide the relevant feedback/complaint, please refer to the following table.

Nature of complaints and enquiries

Organisation

Test administration matters, such as location and capacity of test centres, reasonable adjustments

ACER

Policies specific to the test such as test requirements and standards

The Department of Education

Resit, graduation requirements, professional experience, and tutorial support for test preparation

Higher Education Providers

Teacher registration policies and requirements

Teacher regulatory authority