Unisa continues to strengthen student support across regions

The Department of Tuition Support and Facilitation of Learning (DTSFL) continued its Real-Time Student Support Programme across Unisa’s regional centres and Department of Correctional Services (DCS) facilities during the first semester of 2026. Following engagements in the Western Cape, the team proceeded from the Eastern Cape through KwaZulu-Natal, the Midlands, and Northeastern regions, concluding in Gauteng.

These visits, conducted from 23 January to 06 February 2026, formed part of an institutional commitment to bring services directly to students, resolve barriers in real time, and strengthen student success in alignment with Unisa’s strategic pillars

Eastern Cape: Restoring access and confidence

23 January 2026

Venue: Mthatha Regional Office (Eastern Cape)
(Other centres connected virtually)

The Eastern Cape engagement revealed recurring challenges related to NSFAS verification delays, historical debt implications, pro forma invoice processing, and temporary registration statuses. Students also experienced:

• Difficulties accessing myUnisa and myLife accounts
• Barriers in registering prerequisite and co-requisite modules
• Delays in accessing study materials
• Communication gaps between students and colleges

A particularly sensitive case involved a student who had failed a module multiple times. The matter was escalated immediately to the relevant college for private intervention and academic support.

The visit highlighted systemic integration gaps between NSFAS, Finance and the registration processes. Through real-time engagement, 90% of the matters raised were resolved on-site, reinforcing the value of face-to-face institutional support.

22 January 2026

Venue: Mdantsane Correctional Centre (Eastern Cape)
(Other Eastern Cape correctional centres connected virtually)

Correctional students reported:

• Login failures due to invalid credentials
• Multi-factor authentication (MFA) and OTP barriers
• Inability to accept admission offers due to challenges accessing myLife
• Concerns around applications being rejected despite the submission of required documents

It was clarified that incarcerated students qualify for the MFA exemption upon submission of proof of incarceration. Application-related issues were addressed immediately, with students being assisted directly by the relevant departments.

KwaZulu-Natal: Strengthening digital literacy and funding clarity

27 January 2026

Venue: Durban and Pietermaritzburg Regional Centres
(Midlands region connected virtually)

The KwaZulu-Natal engagement focused on:

• NSFAS verification delays and appeals
• Funding reapplications when progressing between qualifications
• Financial blocks and outstanding debt
• Registration load discrepancies
• Credit transfer and academic progression uncertainties

MyUnisa training was conducted immediately, alongside sessions on curriculum development, language support, digital access, and the ethical use of AI in learning.

26 January 2026

Venue: Westville Female Correctional Centre (KwaZulu-Natal)
(Other correctional centres connected virtually)

Students transitioning from higher certificates to degree qualifications reported encountering systemic registration blocks despite meeting requirements.

The Unisa Team together with the DCS team at Westville Correctional Centre

Common concerns included:

• Confusion around module credit recognition
• Prerequisite restrictions
• Errors related to excess module selection
• Restrictions on Teaching Practice module registrations

These matters were clarified, and appropriate escalations were made.

Midlands Region: Addressing registration and qualification transitions

30 January 2026

Venue: Rustenburg, Bloemfontein, and Kimberley Regional Centres
(Other centres connected virtually)

Students raised concerns about:

• NSFAS appeals and funding delays
• System access difficulties (myUnisa/myLife)
• Study material access challenges
• Academic progression and prerequisite uncertainties

As in other regions, myUnisa training was delivered immediately, empowering students with practical navigation skills.

29 January 2026

Venue: Tswelopele and Mangaung Correctional Centres (Midlands)

A significant case involved a student unable to register due to the phasing out of a Higher Certificate qualification. Students were also unaware that accepting an admission offer is a prerequisite for registration, and some experienced delays due to late payment of application fees.

The Unisa team together with the DCS team at Mangaung Correctional Centre

Northeastern Region: Bridging digital and funding barriers

03 February 2026

Venue: Nelspruit and Polokwane Regional Centres
(Other centres connected virtually)

Students reported:

• NSFAS verification and provisional funding delays
• Refund processing concerns
• N+ appeal uncertainties
• Challenges with registration amendments and study material delivery
• Limited familiarity with online systems

Training interventions focused on digital literacy, communication channels, FYE support, curriculum guidance, and AI usage.

02 February 2026

Venue: Kutama Sinthumule and Barberton Correctional Centres

Students requested the removal of OTP/MFA due to restricted SIM access. Others were unaware of the requirement to formally reapply after an extended academic absence. The team clarified re-registration protocols and facilitated appropriate support.

The Unisa team together with the DCS team at Kutama Sinthumule Correctional Centre

Gauteng: Concluding the national engagement

05 February 2026

Venue: Kgosi Mampuru II, Johannesburg and Losperfontein Correctional Centres
(Other centres connected virtually.)

The Gauteng correctional visit revealed predominantly finance and NSFAS-related challenges, including:

• Delays in living and personal care allowances
• Refund backlogs
• Students being flagged as “funding eligible” but blocked by historical debt
• Funding complications when progressing to second qualifications
• Postgraduate funding and research resource uncertainties

These systemic challenges were escalated, and clarity was provided where possible.

06 February 2026

Venue: Daveyton Regional Centre (Gauteng)
(Other centres connected virtually)

The final engagement in Gauteng focused on:

• Confusion between temporary and finalised registration status
• Pre- and co-requisite module restrictions
• Assignment access issues on myModules
• Microsoft authentication challenges
• Accessibility concerns for students with disabilities
• Iris invigilation compatibility issues
• Study material delays

The visit once again demonstrated that in-person, real-time intervention significantly improves institutional responsiveness and student confidence.

A unified institutional commitment

Across all regions and correctional facilities, the message remained consistent: students require structured, proactive and accessible support within a fully online learning environment.

From Mthatha in the Eastern Cape to Daveyton in Gauteng, the DTSFL team engaged with hundreds of students physically and thousands virtually, resolving most concerns in real time.

These visits reaffirm that student success is not confined to systems and policies; it is realised through presence, responsiveness, and partnership. The Real-Time Intervention Programme continues to strengthen collaboration among Colleges, Regions, Finance, Directorate of Student Admission and Registration (DSAR), the Directorate of Student Assessment and Administration (DSAA), Information and Communication Technology (ICT), and the Department of Correctional Services.

As Unisa advances its strategic pillars, these engagements remain a powerful reminder that student support must begin with access and continue through to completion. Through sustained collaboration and institutional commitment, Unisa remains a beacon of hope and opportunity for every student, regardless of circumstances.

* By Khongelani Chauke, DTSFL Quality Champion