Welcome to Invate!

DSA Students

If have been awarded a DSA grant, or are looking to apply, this page has some useful information for you.

Ordering your Equipment

You can send your details to us by post, fax or e-mail. We will need the following bits of information to process your order.

E-mail: info@invate.co.uk

Fax: 0844 288 4723

Post: Invate Ltd, 9 Apollo Court, Koppers Way, Monkton Business Park South, Hebburn, Tyne and Wear, NE31 2ES

Once we have received this information from you we will start preparing your system. We perform a lot of work on your computer system before you receive it; rebuilding the whole operating system from scratch, installing and updating all your programs, to stress-testing and making sure, (if it’s a laptop), that the battery is charged.

What makes your Invate DSA system really special is that we will BulletProofTM it, saving you time and money if anything goes wrong in the future! As well as protecting you University work.

The process should take a maximum of 10 days working days from when we receive this information. At which point the system will be ready for installation at your chosen premises.

How to contact Technical Support

If your computer system is experiencing problems and is still under warranty with us, you can receive free technical support from our experienced Engineers. You can reach our technical support by phone or email:

E-mail:   support@invate.co.uk

Phone:   0191 230 6680

Our Technical Support department is available from 9.00am-5.00pm Monday to Friday.

How to Apply for DSA

The Disabled Students Allowance, (DSA), is a government grant aimed at supporting students in full-time, or part-time, courses in Higher Education. You can find the best route for you to apply for this funding by going to the DirectGov website and reading the supplied information here.

http://www.direct.gov.uk/en/DisabledPeople/EducationAndTraining/HigherEducation/DG_10034900

Complaints Procedure

Invate Ltd is committed to providing a quality service for its customers, suppliers and stakeholders working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, suppliers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking and sent it to our company address. Alternatively you can e-mail your complaint to info@invate.co.uk, with the subject ‘Complaint’

You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days, and we will respond in the same medium you put forward your complaint, unless requested differently If you are unsure which member of Invate staff to write to, your complaint should be sent to Invate’s Company Secretary.

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to Invate’s Managing Director and ask for your complaint and the response to be reviewed. You can expect the Managing Director to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

Invate’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from Invate’s Managing Director, then you have the option of writing to the Board of Directors, stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from Invate’s Managing Director.

The Board of Directors will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

Third Party Mediation

If you are still not satisfied we will take the matter to the Assessment/Access Centre you were referred to us from, to canvass their opinion. Invate agrees to be bound by the decision of the Assessment/Access Centre.

If this is still not resolved to your satisfaction, the ultimate point of appeal with be with the your Funding Authority; where Invate will forward all related materials. The decision of the Funding Authority / SFE will be final.

DSA Insurance – Key Facts

Item

Inclusion

Exclusion

Zero excess policy

 

Accidental damage, fire theft and malicious damage (3rd party)

 

Theft from unlocked / unsecured premises or vehicles

 

If an item is lost or misplaced

 

Full reinstatement of all hardware and software  to at least the standard originally supplied

 

Worldwide cover can be provided, if requested

 

Will not be limited to a single claim

 

Please note, the above matrix is a summary. For full policy details, please click here. Alternatively, please contact us (0191 230 6680)

 

If you were awarded your equipment before (01/07/2013), please contact us for full policy details.

 

Health Check Information

If you have a Health Check with us it means that your Assessor wants us to look at your computer and see whether it will be able to run the programs for the duration of your course.

It’s a simple process, which involves one of our Technical Engineers remotely connecting to your computer and checking on its performance and components. We’ll investigate the specification of the machine, performance error logs, health of your hard disk and other aspects to gain an overall impression of your computer. It should take less than 20 minutes and then our Engineer writes up the report and sends to your Assessor.

The outcome of a Health Check is either; ‘Pass’ that we will suggest your computer is suitable for the assistive technologies and can last the length of your course, ‘Needs Work to Pass’ that some additional work needs to be done on your computer to make it acceptable, or ‘Fail’ that it will not be able perform as would be reasonably expected.

We will always work with you, your assessor and your funding body to identify the best outcome for you. You need to make sure that if you send us the computer you have backed up all your documents. By agreeing to allow us to undertake a Health Check you accept our terms and conditions .

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