Student Support Services

At IQ Academy we not only focus on our core student support in terms of academics, but also on the support functions that enable the learning process and make your experience a pleasant and successful one. We strive to deliver excellent non-academic support services that set the benchmark in the distance learning community. The following departments are geared to deliver on our promise:

Department: Student Support Services

The Student Support Services department is your central point for all queries relating to student accounts, delivery and portfolios or assignment administration.

Our students are important to us and we are working hard not to only meet the needs of our students but also to exceed expectations with our ongoing improvement programmes.

We are passionate about customer excellence and value our students’ feedback and through listening to what you have to say we continuously aim to improve. IQ Academy runs various customer service rating and evaluation campaigns. These are normally done via SMSs, telephonic interviews and emails so be on the lookout for your chance to engage with us.

We also offer online support and e-mail support, where consultants are on standby to assist you:

Our support hours are Monday to Friday between 08:00 and 17:00

 

Department: Logistics

The Logistics department ensures that your study packs are delivered to you timeously. 

Our objective is to have your parcel delivered within 14-21 working days after you made your first payment or paid your registration fee. After approval of your application, we will send you a delivery confirmation SMS to ensure your delivery details are correct. Please ensure that if there are any changes to your address, you contact us to update your details in order to ensure a successful delivery.

We would like to encourage you to ensure that you give us as much information as possible with regards to your delivery address. Due to recent post office strikes which have an impact on delivery time, it is also preferable to provide us with a physical address rather than a postal address.

Once the parcel is handed over to the courier company, you will receive a SMS informing you of same. We will also send you a sms once the parcel has been delivered and inform you of the date of delivery and confirmation of the recipient of the parcel. Please contact us immediately if you did not receive the parcel or do not know the recipient.

Should your parcel be delivered to a postal address, you will also receive a SMS as well as a call from our agents upon your parcel’s arrival at the Post Office. Kindly note that you need to collect your parcel from the Post Office within 30 days from date of arrival at the Post Office in order to avoid the return of your parcel to the warehouse by the Post Office.

In the event that the courier company tasked with delivering your study material encounters problems or in the case of possible strikes, you will be notified by means of a SMS that there might be a delay in the delivery of your parcel. We will also attempt to contact you should we require alternative information to ensure a successful delivery.

In the event of parcels being returned to our warehouse due to unsuccessful delivery, we will contact our students to notify them that the parcels have been returned in order to verify delivery details again for re-dispatch of the study material.

We now offer you the ability to track the progress of your delivery online via our couriers’ website. You will receive a sms with the relevant link and tracking number details once we receive confirmation that the parcel has been handed to the courier for dispatch.

 

  • For Post Office deliveries parcel tracking click on the link below, go to Help, select Track and Trace and insert your tracking number for details: http://www.speedservices.co.za 
  • For non-postal deliveries parcel tracking click on the link below and insert your tracking number in the block provided, for details: http://www.gobi.co.za
  • We would like to invite you to send us any suggestions or compliments you may have in order for us to improve our services to: info@iqacademy.ac.za.

 

Department: Quality Assurance

Our Quality Assurance department is responsible for enhancing the quality of all non-academic services. It performs quality control on student application and enrolment processes to ensure that students are properly enrolled. The Quality Assurance department is guided by our Quality Management System (QMS) and aims to ensure consistent excellence in service delivery throughout our institution’s non-academic service.