Unlock this story — it’s free
Download the Pondoland Times app for NSFAS payment updates, application news, student funding alerts and important education updates.
South Africa’s Higher Education Helpdesk has resolved more than 55,000 student enquiries since it was launched in August 2024.
As of March 2026, the helpdesk created by Higher Education and Training Deputy Minister Dr Mimmy Gondwe has handled 57,283 queries, with 55,121 cases resolved, reaching a 90% resolution rate.
What happened
The helpdesk was established to connect students, the public and the post-school education sector with direct support.
According to the Department of Higher Education and Training, most enquiries relate to:
- National Student Financial Aid Scheme (NSFAS) issues
- Registration status
- Delays in exam results
- Problems with diplomas or certificates
Officials say the service works with the department’s Exam and Diploma unit, as well as university and TVET college branches and NSFAS to resolve cases.
Official response
Deputy Minister Mimmy Gondwe said the helpdesk forms part of an effort to connect higher education institutions more closely with communities.
She said the milestone of more than 55,000 resolved cases shows the platform is helping students escalate problems and receive assistance.
The Deputy Minister’s office confirmed the helpdesk email account was created on 14 August 2024 after her appointment in July 2024.
Community impact
For many students, especially those dealing with funding or administrative delays, the helpdesk offers a direct channel to request assistance.
The service aims to reduce long waiting times for responses from universities, colleges and funding bodies such as NSFAS.
What happens next
The department says it is planning to move the service to a digital helpdesk system to improve speed and accessibility as the number of queries grows.
