Complaint and Appeal Policy for Self-Paced Learning

ISC2 is committed to the success of every learner. We understand that navigating online courses can present challenges, and we are dedicated to providing the support needed to help you overcome any obstacles.

Throughout your learning journey, you have access to a variety of resources to address your concerns or complaints, including online FAQs, study groups with peer guidance, phone and chat support, and errata forms. Whether you encounter technical issues or have questions about course content, you can pursue several avenues to ensure prompt and effective resolution. We take all feedback seriously and are committed to responding to concerns in a fair, transparent, and efficient manner, ensuring all learners have the support they need at every stage of their experience.

Before Registering for the Learning

To ensure learners are fully informed before registering for a course, we provide detailed information to address common questions. Each course includes a FAQs page with an overview of the course and its learning outcomes, prerequisites and requisites, certificate validity period and use, technology requirements, and the pricing and no-refunds policy.

Reviewing this information before registration helps minimize misunderstandings and ensures learners can make informed decisions:

Embarking on the Learning Journey

When you launch a self-paced course, a welcome page greets you with guidance and support for managing your learning journey.

For technical assistance, you can chat with or call customer service and support, who are available to resolve issues related to account setup, access to materials, and platform issues.

We encourage you to participate in the ISC2 study groups, as they provide opportunities to ask questions, discuss course concepts, and engage with peers.

During the Learning Journey

Throughout the course, you can easily report problems and receive support. Report content errors by submitting an erratum form, made available throughout your learning journey. If you experience difficulties with the platform, contact customer service and support, who are trained to troubleshoot and resolve issues promptly.

Every learner’s pace and experience may differ, so if the course feels too fast or you need more depth, reach out to your the ISC2 study groups to deepen your understanding. Additionally, these peers can help you manage expectations or provide helpful study strategies.

Right to Appeal

We are committed to creating a fair and supportive process for reviewing learner concerns related to course completion or certification. If you believe a decision was made in error, you have the right to submit an appeal without fear of penalty, as long as it is made in good faith—with honest intent and respectful communication.

Appeals must be submitted within 10 business days of receiving your results; appeals submitted after this period may not be accepted. Once your appeal is received, our support team will confirm receipt via email within 48 hours. They will then carefully review the issue using a consistent process that includes examining relevant records and ensuring that no one involved in the original decision is part of the review. After this review, ISC2 will inform you of the final decision within 7 business days. Please note that this decision is final and concludes the appeal process.

After the Learning Journey

After you have successfully completed your course, complete our end-of-course survey and share your thoughts on the quality and value of the course. In the event of post-course technical issues, such as a failure to receive a certificate, learners can contact customer service and support for assistance.

Personalized Resolutions

Customer service and support is committed to addressing your unique needs with fairness and impartiality. We believe that every situation benefits from a combination of common sense and compassion, and our team is here to offer personalized support throughout the resolution process. If you require further assistance, we will work closely with you to ensure a thoughtful and effective solution meets your needs.