The NYDA indicated that its Call Centre has recently been changed from a share call line to a toll free line. On average, the Call Centre receives 5000 calls a month and most of the queries relate to access to microfinance, queries on career information, bursaries/scholarships, job opportunities and youth awards. It was established that there was a poor turnaround time in resolving complaints, for instance some unresolved queries or complaints dated back to when the Umsobomvu Youth Fund (UYF) was still in operation and the Agency has tried to resolve some of those issues. In addition, the operation of the Call Centre was not as efficient as desired due to the fragmentation of the NYDA business divisions. It was indicated that a strategic workshop was to be held with all divisions in order to address integration and to centralise the call centre as a point of entry for information to all divisions. The NYDA headquarters also deal with daily walk-ins with young people requiring general information on products and services of the NYDA.