ICEQC support: frequently asked questions

An authorised institutional contact can enquire about the provision concerned and the help needed. Our support discussion considers the legal entity, education activity, locations and current stage before arrangements are agreed.

No assumption should be made from the public name alone. Explain whether the discussion concerns a whole institution, particular sites or a defined programme within another organisation. The formal scope is established through the applicable process.

Yes. Identify the existing official reference and describe the proposed change. An enquiry or preparation task does not itself approve the change.

Scope and eligibility

Use ICEQC's partner verification service and the complete legal name. Read the scope and status of the published result rather than relying only on an abbreviation or logo.

No. IESG's support role is distinct from the certification functions retained by ICEQC. The role page explains that division and the routes for questions or concerns.

Roles and independence

Begin with the institution's actual arrangements and relevant records. The preparation task is to understand what is in place and identify genuine gaps. A generic policy collection should not replace evidence of how the institution operates.

Yes. Review its scope, ownership, dates and current versions. Add the information necessary to manage preparation rather than copying everything into a second system without a purpose.

Consult the official application materials guide for the applicable language and document requirements. Keep original material and its associated translation clearly linked.

An internal review can identify preparation tasks and unresolved matters. It is not an official conformity decision and should not be presented as one.

Requirements and evidence

Read the support fees and timeframes page alongside any proposed service scope. It explains the official charging framework and the treatment of optional IESG assistance.

A bounded engagement can address a specific need, such as evidence organisation or internal-review coordination, where the task is appropriate to the support arrangement. Describe the problem and the work already completed.

The institution's preparation, scope, available information and official process affect planning. Dates within an IESG engagement should be agreed against the work and dependencies, without implying an official decision by that date.

No. It sends a support enquiry to IESG. Formal application material is confirmed by the institution and transmitted by the regional partner authorised and mandated for the case. An IESG enquiry receipt is separate from ICEQC's official acknowledgement.

Use the official acknowledgement for the case. Keep the institution's confirmation, transmission record and official receipt distinct in the working record.

Application coordination

No. The institution implements its response; ICEQC determines the status of a formal finding through its process. IESG can assist with the organisation of the response and supporting material.

Use the official ICEQC register. Match the holder and scope to the claim being made. A certificate image is not a substitute for checking current official status.

An institution can discuss defined continuing preparation and coordination needs. The engagement should identify the work included and the institution's own responsibilities.

Continuing support

Use the service complaints route or email complaints@iepx.org. Identify the service and explain the concern.

An appeal within ICEQC's authority should use ICEQC's official appeals route. A company service complaint does not replace that procedure.