By Lungile Ntimba
Two months ago, Higher Education and Training Deputy Minister Mimmy Gondwe launched a help desk to provide students in the Post-School and Education Sector with a platform to raise their concerns.
As of 22 October, the desk had received 4013 queries. On average, the desk received between 30 to 90 emails a day and had a resolution rate of about 73%.
The deputy minister noted that many complaints were from students waiting for their diplomas and certificates, statements of their results, and combining their National Certificate Vocational, which was an alternative option and equivalent to a matric certificate.
Gondwe said the department’s diploma section had started issuing qualifying students with letters confirming that they had graduated and it was waiting for their diplomas to be issued.
She pointed out that other enquiries typically related to matters pertaining to the National Student Financial Aid Scheme, TVET colleges and community colleges.
The deputy minister noted that many students were concerned that they attended graduation ceremonies, but did not receive their certificates.
“It is clear from the take up of the desk that students have longed for a platform where they could express their frustration and get a human response in real time or as soon thereafter as applicable. We are taking up the lessons learnt in the last few months as we seek more innovative ways, such as using technology to respond quicker and offer a more effective service to students,” said Gondwe.
“This is part of my intention to be accessible, accountable and available to the most important stakeholders in the higher education and training sector – the student. I am delighted that students receive personalised feedback on the queries they send to the desk.”
While the desk, which is in the office of the deputy minister, is empowered to advise students on certain matters, it escalates and brings issues it cannot advise on, to relevant officials for their response and resolution.
INSIDE EDUCATION
