Pretoria: More than 55,000 student queries have been resolved since the establishment of a student and stakeholder Helpdesk by Higher Education and Training Deputy Minister, Dr. Mimmy Gondwe, in August 2024. The Helpdesk was created to act as an interface between the Post-School Education and Training (PSET) sector, students, and the public, providing assistance and information.
According to South African Government News Agency, the helpdesk has managed 57,283 queries, with approximately 55,121 resolved and closed, achieving a 90% resolution rate. This service is designed to offer quick, personalized support to students and stakeholders, addressing inquiries related to the National Student Financial Aid Scheme (NSFAS), registration status, and issues like delays in results, diplomas, and certificates.
"The work of the Helpdesk closely aligns with my vision of connecting higher education with our communities. Every day through the Helpdesk, we support students and stakeholders by providing a direct platform for them to escalate their queries and grievances. It pleases me to see the Helpdesk growing and reaching the 55,000 milestone in resolved enquiries. This shows we are making a difference and positively impacting students and stakeholders," the Deputy Minister stated in a statement on Thursday.
To assist students and stakeholders effectively, the helpdesk collaborates with the department's internal Exam and Diploma section and with the Technical and Vocational Education and Training (TVET) and University branches within the Department and NSFAS.
"With the increasing volume of queries, we are now transitioning to a digital Helpdesk for a faster, smarter, more accessible solution. In the meantime, please contact my Helpdesk by email at [email protected]," added the Deputy Minister.
The helpdesk email account was established on Wednesday, 14 August 2024, by the Deputy Minister's Office following her appointment in July 2024.