SAKBase
Training for Education Providers
0800 88 99 00 | www.studylink.govt.nz
Introduction
SAKBase is a secure, web-based escalation management tool which allows education providers to log issues about specific
students with the StudyLink Helpline, and have them resolved within an eight-hour timeframe.
This service is run parallel to the phone and email contact channels already provided by the StudyLink Helpline, but lets you
avoid the call waiting times and the five-day reply timeframe they entail. We feel this use of SAKBase will provide an easier
way for you to communicate with us, and enhance the partnership between StudyLink and education providers.
You need to connect to the internet using your Internet browser, and in the address bar, type sakbase.studylink.govt.nz
You’ll then be asked to enter your login details.
Once you’ve clicked OK, a confirmation prompt will appear. You can choose either to accept the displayed Terms and
Conditions or cancel your action - however to gain access to the SAKBase tool you must confirm your acceptance by
selecting OK.
For security purposes, SAKBase can only be accessed from registered IP addresses. If your address hasn’t been confirmed
with StudyLink, or the address you’re using has changed (for example you do not use a static IP and your modem has been
reset) please contact us on 0508 885 885
SAKBase Categories
CATEGORY
USE WHEN YOU…
Work
Requirements /
Attendance
…need to advise that a student is not meeting coursework or attendance requirements or if they are now are
meeting those requirements.
Request VoSLock
…require a particular VoS response locked on to a Student Allowance or Student Loan, for example when you’ve
needed to send a blank VoS because your system’s automated responses will give different dates.
Results of Study
Query
…have a query about the results you’ve submitted through the Single Data Return, or about a Statement of
Satisfactory Progress.
Student Loan
…have a query regarding the student’s loan which is not covered by the other categories, for example when fee
payment has been delayed.
Update Provider
Code
…operate more than one education provider, and a student has entered the wrong one on their application. Please
note, we’re unable to change the provider to or from one not operated by you.
Update Student
ID
…a student has given an incorrect or blank student ID number, and you’re unable to correct this by returning a VoS
response.
VoS Issue
…have a query regarding a VoS.
Add / Remove
staff members
…to add a staff member to the list of people able to contact the StudyLink Helpline (include their position and
contact details), or let us know someone has left/longer requires access
Brochure request
…when requesting StudyLink brochures or flyers (include the number needed and physical address to send them to)
Close VoS Cycle
…when no changes have occurred to a student’s enrolment since your most recent VoS response, and you’d like
the cycle closed
Refund Query
…when you need clarification around repaying student’s compulsory fees
The SAKBase Homepage
The SAKBase homepage has four links:
Log an Issue:
•
lets you send through issues that need to be resolved
Issues List:
•
lets you view and/or update your current issues, and;
•
track the status or resolution of any issues you’ve previously
raised with us
Change Password:
•
lets you change the password you use to log in
Log off:
•
exits SAKBase
Logging an Issue
Make sure you complete as many fields as possible. Once you’re done, click the ‘Submit’ button. This will send the issue to
StudyLink and a pop up-box will appear with the issue ID number.
Category:
Select the
appropriate
issue
category
from the
drop-down
list
Student’s
Details:
These fields,
except for the
Work and
Income or
StudyLink
client number
(please enter
if known) are
required
Notes:
In the note field, make clear notes about:
1. the background to the issue 3. the details of what you have already
2. the details of the issue
4. any other relevant information.
Issues List
This takes you to the ‘Issues and Escalations List’ screen, where you can search for and view any issues you have raised.
• To search for a specific issue, enter the ‘Issue ID’ number into the 'ID' field of the search section - then click the 'Search'
button
• You can also search using a student’s client number or Student ID number - however this search will show all issues that
you have raised for that student.
Ticking the two boxes on the top right hand side of the page filters which issues will show up in your search:
› RED = Assigned but not signed off. The issue has been allocated to a StudyLink Officer and they are still investigating the
issue.
› GREEN = Signed off. The issue has been resolved.
Viewing an Issue
After searching for an issue, click on the ‘V’ to view the issue. This will open a new page showing the details of the issue.
Updating an Issue
After searching for an issue, click on the ‘U’ to update it. Please note that if the issue has already been assigned to someone
in StudyLink, you will not be able to update or add further details via KBase. In this instance, please call the StudyLink
HelpLine with anything you have to add.
To update the issue, overtype any details that you had previously entered. Once you have finished updating, press the
‘Update’ button and the new information will be sent to StudyLink.
Remember
By using SAKBase, you agree that:
› you won’t choose a password that is easily able to be guessed or identified as relating to you, or is an obvious combination
of letters and numbers (e.g. sequential numbers, your birth date etc.). You also won’t make your password known to any
other person, including colleagues, or keep any record of your password in a form that it can be readily identified.
› you will take all reasonable care to ensure that StudyLink and client information is only accessible to authorised persons,
and you’ll only use the SAKBase escalation tool for authorised purposes as defined by the ‘Terms of Use’.
When logging an issue:
› remember to provide all relevant information regarding the issue. For example in order to suspend a student’s allowance
or loan, we need to know the reason why they shouldn’t be entitled to further payments; just asking us to stop them isn’t
enough context
› if you’re logging an issue to let us know of a withdrawal or change in study end date, you can instead let us know this
through VoS as normal.
Need Assistance?
The StudyLink Helpline is still available on 0508 885 885. Call when:
› you need to change your password or you have forgotten it
› you are having problems with accessing SAKBase or logging issues
› your IP address needs to be registered with StudyLink
› you have further information for already assigned issues
› you are leaving your role or when your duties change and you no longer require access to KBase
› you are going on leave for an extended period of time or no longer require access