Contents

How you can contact us

Opening hours

Data protection

Our services

Services for people with special needs

Advice to students

How you can help us

If you are not satisfied with our service

Learning from you!

You can contact us by:

• Coming personally or writing to the:

Examinations Centre

Fortunato Mizzi Street

Victoria VCT 102

Gozo

• phoning us on: 21556287, 21558341

• sending a fax on: 21558326

• sending an email on: examsgozo@gov.mt

• accessing our website: exams.gov.mt

Whenever you contact us we will:

• be quick, courteous and helpful

• ensure that we keep our notice board up-to-date.

When you visit our office we will:

• welcome you in a clean and friendly environment

• serve you within 15 minutes.

When you phone us you can expect us to:

• answer promptly

• identify ourselves.

When you send us an email, you can expect us to:

• acknowledge your e-mail within 1 working day

• acknowledge your other correspondence within 5 working days.

When you request an appointment, you can expect us to:

• send an appointment by post within 5 working days of receiving your telephone call.

In providing information we will:

• give you the most accurate, up-to-date information available to us.

We are open from Monday to Friday during the following hours:

1^st October – 15^th June

7.15 a.m. – 4.45 p.m.

16^th June – 30^th September

7.00 a.m. – 1.00 p.m.

Personal information provided is protected and used in accordance with the Data Protection Act, 2001.

You can apply for these examinations:

• Foreign school-based (University of London; Associated Examining Board (AEB); London Chamber of Commerce, etc.)

• Local school-based (Matsec)

• Local public examinations (Clerks within the Public Service; Intra-Service exams; Engine Drivers (Land); Licence A & B and other exams published in the Government Gazette).

We will let you know when to apply for examinations by:

• placing the information on the notice board at the Centre

• informing all the schools

• making announcements on the National radio station

• placing a notice in the Government Gazette

• informing Local Councils

• collect your application form from the Centre or download it from the website

• you may also collect applications for school-based examinations from your respective schools

• hand in your application form at the Centre. You may send anyone on your behalf. Make sure you have filled it properly and signed it

• we will give you an acknowledgement after you hand in your application

• when applying for local public examinations, we will ask you to bring other documents such as a certificate of conduct issued by the police, examination result slips, the official I.D. Card and other relevant information as requested in the call for applications in the Government Gazette

• you will need your official identity card to sit for an exam. If you do not have one, please let us know. We will need one passport-sized photo (properly certified as to identification) to enable us to issue an identity card that can be used for examinations.

Within six working days from handing in your application, we will send you an invoice for the amount due for your examination. Kindly check the invoice details. If you do not receive the invoice within this time, contact the Centre immediately.

You should pay at any HSBC Bank or Bank of Valletta branch within one week. Take the invoice with you. The bank will give you a receipt after you pay.

On the day of your examination, you will need your identity card.

No mobile phones are allowed in the examination hall/room.

You can come to the Centre to have a look at the syllabuses of any examination subjects. We also have a library of past examination papers for easy reference.

We publish the results of local public examinations. We will display the results for local public examinations on the notice board at the Centre on the same day that they are issued in Malta.

If you are not happy with your result, you may ask the Examining Board for a revision of your paper. Call at our Centre and we will guide you through the procedure. This varies according to the Board governing the examinations.

You must pay a fee for a revision of paper and this will only be refunded if you are awarded a higher grade.

You can collect certificates for foreign and local school-based examinations from the Centre.

We will place information on the notice board at the Centre and advise schools to let you know when to collect your certificate/s. Notices are also placed in the local media.

You will need your identity card and result slip/s to collect your certificate/s. Your parents may collect your certificate/s on your behalf as long as they bring your and their identity cards and result slip/s. They will sign a form to acknowledge receipt of your certificate/s.

If you lose your foreign school-based certificate we will replace it with a provisional one. Call at the Centre and

• give us the details of the examination

• do not forget to bring your identity card.

We will:

• issue a provisional certificate within eight working days of your request

• provide this service free of charge.

If you want to replace the lost or stolen certificate with another original certificate, you will have to write to the Examining Board concerned. We will send the request on your behalf. A fee will be charged and will vary according to the Board concerned.

We can make special arrangements for persons with special needs. We will make sure that special attention will be given to accommodate you in the best way possible.

Please let us know about your requirements when applying for your examinations. We will need a medical certificate from your general practitioner indicating your special needs.

We are always at your service to give you any advice that you may need. We also visit secondary schools to hold information sessions. We will answer your queries and give you the necessary guidance to prepare you for your exams.

You may help us deliver a better service by:

• being courteous and co-operative with our staff

• bringing your identity card when calling at the Centre

• completing all application forms clearly, using block letters

• providing us with accurate and up-to-date information when filling in application forms

• providing us with all the relevant information or documents when these are requested

• applying for the examinations on time

• carefully reading the examination instructions and the time-table we send you

• reading the information posted on the notice board at the Centre.

If you think that we have failed to maintain our service delivery standards for these services and you want to lodge a complaint, you may write to us at the following address:

The Officer in charge

Examination Centre

Triq Fortunato Mizzi

Victoria VCT102

Gozo

or send us an email at: examsgozo@gov.mt

We will send you an acknowledgement within five working days of the receipt of your letter and a full reply within ten working days.

We continuously strive to provide a service that meets your needs and we welcome any comments and suggestions for service improvement. Kindly give us your comments and suggestions by filling a Feedback Form and leaving it in the suggestion box which is available at our office or sending it by post.

All information is correct at time of going to print. Further information can be found on the Charter Support Unit website and on the Ministry for Gozo website.

First published May 1999

August 2004

Published by the Charter Support Unit, OPM

http://www. servicecharters.gov.mt

Printed at the Government Press