Disastrous service from UCT OHS after having had excellent service from 2022 - 2024

This is the email I was driven to write to UCT OHS after weeks of trying to get someone to TALK to but all the numbers that they put on their website doesn't even ring, the line goes dead. How can you have an educational institutiojn that doesn't man their phone lines? Read this email and you will understand why I have had to go to these lengths. I was not able to attach the pics from the website in terms of what the advertise but it does conflicts totally with the information I have received via email.

Good day Lelethu and Judith,

I am writing to formally request urgent written clarification regarding my daughter, Hannah Ben Dodds, ID no *** 088, as I have now received conflicting information that directly impacts her academic preparation, eligibility, time investment, and DBE registration deadlines.

I have written numerous emails to UCT OHS with massive time delays in responses and mostly no responses and conflicting information and for each contact number that exists on the website the telephone line does not even ring, it just goes dead.

I have attached the following: 1. Information from the UCT OHS website indicating the options available for matric re-write 2. Information from the OCT OHS website under ‘My Applications” indicating the programme she is enrolled for and for which I have made payment of R649 (My name is listed as the learner but it should be Hannah’s name and I was told by Lelethu that this will be fixed by the technical support team. 3. Eligibility criteria from the UCT OHS website 4. Email received from Judith Nshimbaf from admissions

Despite enrolling my daughter in the Matric Rewrite (NSC) programme, making payment, and seeing confirmation on the portal that her Matric Rewrite application was accepted and placement secured, I have now been advised by Admissions that she allegedly does not qualify for this programme and should instead be placed on Adult Matric (ASC).

I understand that UCT Online High School is operated in partnership with Valenture Institute, which is responsible for the delivery platform and learner support systems. I am therefore copying Valenture Institute on this email to ensure that all operational, technical, and governance stakeholders are aware of the apparent misalignment between: • The academic programme displayed on the learner portal • The programme advertised on the UCT Online High School website • The programme information communicated by Admissions

This situation directly contradicts: • Information displayed on the UCT Online High School website, which states that Matric Rewrite is for learners under 21 who have written matric and wish to improve subjects • The eligibility criteria published, namely: o Written final matric exams before o Be under 21 at registration o Be rewriting the same subjects • The portal itself, which shows her as registered and accepted for Matric Rewrite • Guidance I have received from the Western Cape Education Department, confirming eligibility for the DBE May/June rewrite, with results to be combined through SACAI

In addition, my daughter is currently accessing a learning platform that appears to require 51 modules for English, which is not realistic or appropriate for a May/June Matric Rewrite timeline and raises serious concern that she may be placed on the incorrect programme entirely.

I therefore require clear, written answers to the following — urgently: 1. Confirmation of which programme my daughter is currently registered for, both administratively and academically 2. An explanation for why the portal reflects Matric Rewrite acceptance, while Admissions states she is ineligible 3. Clarification on why her learning platform content does not align with a May/June Matric Rewrite scope 4. Confirmation of eligibility for DBE May/June exams under the NSC rewrite route 5. Written confirmation of the correct subjects, workload, and expectations for her registered programme

Lelethu, as Hannah’s assigned Support Coach for the Matric Rewrite Programme, I am deeply concerned that: • Eligibility was not verified before enrolment • Incorrect guidance may have been provided • We are only now being told — after payment and commencement — that the programme must be changed

This is unacceptable given the time-sensitive nature of DBE registrations and Hannah’s academic and emotional wellbeing.

Time is critical. DBE registration deadlines are imminent, and I am also facing an upcoming medical procedure which limits my ability to manage ongoing administrative back-and-forth.

If I do not receive a logical, consistent, and complete written response addressing all points above within 24 hours, I will have no choice but to escalate this matter to the Consumer Ombudsman on the basis of misleading advertising, conflicting programme information, and inappropriate placement, as my daughter’s time, motivation, and academic future are at stake.

I trust this matter will now be treated with the urgency and seriousness it warrants.

Kind regards, Marion