Unsatisfactory service to the detriment of student

I am continuously amazed how unhelpful follow south African are when it comes to service delivery as people no longer walk a few feet whist the previous generations would go the extra mile. My daughter writes very small and early this year I asked Impaq/Optimi to accommodate her when it comes to marking her papers and app**** for a concession by completing their application forms. I called their call entre spoke to numerus agents and so far, wrote in excess 20 e-mails following up on our requests for assistance yet nothing has been done in the interim to address the situation. I understand that a committee considers the concession requests however marking her papers down just because they are too lazy to use the zoom function of the submitted PDFs is just wrong as is to just ignore requests for help made from the beginning of March this year. From the aforementioned it seems that there is a breach of the learner's fundamental rights in the light of the fact that concessions and accommodation are designed to equalize opportunities for all learners by addressing barriers which learners may experience in the writing tests and examinations and the lengthy procedure followed without making informed decisions or providing interim measure to address the problem are not fair especially where we offered to address any queries or uncer*****ies but are never contacted or afforded the opportunity to address this with the staff or managers concerned. In one instance a requested moderation of an Afrikaans paper yielded an 20% increase of the score given yet in the rest of the matriculant’s subjects we still await the requested moderations to be done. I believe if the will exists Impaq/Optimi can assign someone who will have the best interest of the child at heart, to deal with this matter on an urgent basis but so far and for about the last 2 months it seems nobody is interested to provide quality service at Impaq/Optimi.