Please refer to the information under Test Day Problems which covers the steps you should take if there is a problem during your test.
Test Incident process
Candidates are provided with a copy of the UCAT ANZ Examination Rules to read prior to testing. This document advises that if you experience issues that affect your test, you must notify the invigilator immediately by raising your hand.
If you raised an issue during testing that was not satisfactorily resolved you may request an incident investigation by contacting Pearson VUE Customer Services within 1 business day of your test. (See further details below.)
The reporting of an incident does not automatically result in UCAT ANZ or Pearson VUE taking any action unless an incident investigation is requested.
Incidents will not be investigated if they were not reported at the time they occurred at the test centre.
Where a third party (such as a parent or guardian) contacts Pearson VUE or the UCAT ANZ Office on your behalf we can only address general issues, unless we have your written consent to the third party acting on your behalf. It is therefore preferable that you make contact directly. Where a third party is acting on your behalf, we will communicate with both the third party and you to ensure you are aware of any developments. Pearson VUE or the UCAT ANZ Office may in such circumstances request a first-hand account of any incident from you.
What incident investigation requests will be considered?
- A technical problem with the computer (hardware or software) or issues with equipment.
- Significant disruption caused by another user of the test centre.
- Disruption caused by excessive noise in the test centre.
- Unscheduled interruptions to the test such as a fire alarm.
- Issues related to test invigilation.
Pearson VUE will not investigate incidents raised after the test date; the incident must have been reported at the test centre.
What incident investigation requests are excluded?
- Incidents that were not raised at the test centre on test day.
- Appeals against test scores will not usually be considered. The UCAT is a computer-based test and is marked automatically. Errors are extremely unlikely as the marking and scoring system is subject to rigorous testing before each test cycle.
- Circumstances relating to illness, injury or other personal circumstances affecting performance (refer to the ‘Fit to Test’ policy).
- Lack of access arrangements, if you have not arranged these in advance of your test (in accordance with the Access Arrangements process).
- Access refused due to late arrival.
- Access refused if incorrect photo ID has been presented.
- Noise due to normal test centre conditions such as keyboard noise or other people leaving and entering the test room.
- Noise from test centre staff going about their normal business, including giving assistance to other candidates in the testing room.
- Appeals about admissions decisions, which should be addressed to the individual university concerned.
How do I request Pearson VUE undertake an Incident Investigation?
You must specifically request an incident investigation by contacting Pearson VUE Customer Services.
When making your request you will need to provide:
- brief explanation of the incident, which makes clear:
- any action taken by you or test centre staff;
- which UCAT subtests were affected by the incident;
- an estimate of any test time lost (if relevant).
An incident investigation must be requested within 1 business day of your test.
Once a request has been logged, your case will be investigated by Pearson VUE and the findings reported back to you by email within 5 working days.
If you have not received an email after 5 business days, please contact Pearson VUE Customer Services and quote your incident case number to obtain an update on an investigation.
In some cases, it can take longer than 5 business days to receive a response.
What are the outcomes from a Pearson VUE Incident Investigation?
Pearson VUE will investigate the incident and report their findings to you by email.
If you wish to take the matter further, you must email the UCAT ANZ Office within 2 business days of receiving the findings from Pearson VUE. The UCAT ANZ Office will review the findings of the Pearson VUE incident investigation and provide an outcome to you by email in approximately 5 business days.
What are the outcomes from a UCAT ANZ Office review?
Following a review by the UCAT ANZ Office, they will confirm one of the following outcomes:
No action to be taken
The candidate has not followed the correct incident process, or the incident is considered to be of a minor nature or no evidence of an incident has been found.
Your result may be annotated with a factual statement in order that the Medical and Dental Schools are aware of the circumstances which may have affected your test result.
In exceptional circumstances, a small number of candidates are offered the opportunity to re-sit the test. The whole test must be taken again; re-sitting just the subtest(s) affected is not possible. The original attempt result is made void and only the result of the final test in that test cycle (regardless of the result) will be made available to universities.
Please note: The UCAT ANZ Consortium never makes an adjustment to a candidate’s scores to reflect an incident during their test.
If you are not satisfied with the outcome of the UCAT ANZ Office review of your case please refer to the Complaints and Appeals Policy.
Please note that Pearson VUE and the UCAT ANZ Consortium do not deal with complaints about admissions decisions, which should be addressed to the individual university concerned.