Service delivery

Notice of Dissatisfaction: Impaq Learning Academy

I'm writing to express my extreme dissatisfaction with the service delivery at Impaq Learning Academy. At the start of 2026, my child was enrolled, and we were introduced to Impaq as the learning provider. Based on a call centre consultation, we paid R26,000+ for registration, only to be told textbooks weren't included. We were asked to pay an additional R4,000+ for hard copies.

I found this unacceptable, given the package's cost and the fact that we'd be paying monthly instalments. Despite being up to date with payments, we've received no textbooks, and no facilitator or exam centre has been appointed. When assessments were due, we were told a facilitator would cost an extra R300 per subject – too expensive, in my view.

The call centre agents referred me to management, but no manager has ever gotten back to me. I've been met with long hold times and no resolution. I decided to terminate our relationship and request a refund, only to be told an administration fee would be deducted – 15% of the full quoted amount, not the amount paid.

I'm unhappy with the money-focused approach and lack of service delivery. No manager has explained the issues, and I feel Impaq prioritises making money over learners' education. I hope my experience serves as a warning to others considering Impaq. At this point I need to find a nee school for my child 😪 that I'd so sad.

Sincerely,