This charter sets out the service we aim to give. Targets are commitments we work to, not guarantees, and apply on working days (Monday to Friday, South African public holidays excluded).
1. What you can expect from us
Service Our standard Reply to an email Within 1 working day Technical or access problem Resolved or a workaround given within 2 working days Auto-marked quizzes and mocks Instant result with feedback Questions marked or reviewed by a person Within 5 working days Mark appeal outcome Within 10 working days of the appeal Certificate issue (once eligible) Within 5 working days Refund or transfer request Acknowledged within 2 working days Classroom availability Target of 99% each month, excluding planned maintenance announced in advance - 1.2Content is checked against the official syllabus and updated for each exam year.
2. What we expect of you
- 2.1Study honestly, keep your login private, treat others respectfully and follow the Acceptable Use Policy.
- 2.2Use the email address you enrolled with when you write to us, and keep your contact details up to date.
3. If we fall short
- 3.1Tell us, and use the Complaints Procedure. Your legal rights are not affected.