SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Receive, report and react to customer complaints within a security environment 
SAQA US ID UNIT STANDARD TITLE
11500  Receive, report and react to customer complaints within a security environment 
ORIGINATOR
SGB Security 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 08 - Law, Military Science and Security Safety in Society 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  6 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2005-11-01  2007-11-28  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2008-11-28   2011-11-28  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
244179  Handle complaints and problems  Level 3  NQF Level 03  6   

PURPOSE OF THE UNIT STANDARD 
This unit standard is for relevant personnel to receive, report and react to customer complaints and problems.

Benefit for society of this unit standard is that the person who completes this will contribute to safety in society.

A person credited with this unit standard will be able to:
  • Build and maintain positive customer relations.
  • React to customer inquiries and problems.
  • Communicate with customer and/or superior to resolve problems. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The following knowledge, skills, attitude and/or equivalent:
  • A knowledge, comprehension and application of language and mathematical skills at NQF level 02. 
    		•

    UNIT STANDARD RANGE 
    This unit standard applies to persons handling and responding to customer complaints and problems regarding security services rendered. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Build and maintain positive customer relations. 
    OUTCOME RANGE 
    Security activities must include:
  • Safeguarding, protecting, access control, etc.

    Customer standards must include:
  • As per agreement, customer needs, customer instructions, work instruction or procedures.

    Customer inquiries must include:
  • Irregularities, tasks, needs. 
    		•

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Ensure customer satisfaction by completing all security activities in accordance with company and customer standards. 

    ASSESSMENT CRITERION 2 
    2. Customer concerns are identified continuously through contact with the customer. 

    ASSESSMENT CRITERION 3 
    3. Customer inquiries are attended to according to workplace procedures and company policy. 

    ASSESSMENT CRITERION 4 
    4. Apply and understand knowledge of creating a conducive environment. 

    SPECIFIC OUTCOME 2 
    Respond to customer problems and inquiries. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Causes of customer dissatisfaction are identified and dealt with in accordance with workplace procedures. 

    ASSESSMENT CRITERION 2 
    2. Method to resolve problem is selected and actioned as per work procedure. 

    ASSESSMENT CRITERION 3 
    3. Details of problems are immediately recorded and communicated to relevant role players. 

    SPECIFIC OUTCOME 3 
    Communicate with customer to resolve problems and complaints. 
    OUTCOME RANGE 
    Customer dissatisfaction must include:
  • Perceived poor service, faulty equipment, public relations problems, and complaints from public.

    Recorded must include:
  • In occurrence book, pocket book, customer visit document, digital, etc.

    Communicated must include:
  • Two-way radio, telephone, verbally, digital, etc. 
    		•

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Agreement is reached through interaction and negotiation to implement proposed solution. 

    ASSESSMENT CRITERION 2 
    2. Outcome of discussion is recorded and communicated to relevant role player as per legal, company and work procedure. 

    ASSESSMENT CRITERION 3 
    3. Transferring of orders and instructions to the next shift ensures effective hand over. 

    ASSESSMENT CRITERION 4 
    4. Debriefing on incidents that occurred during the present shift as per workplace procedures improves customer relations effectiveness. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the POSLEC SETA ETQA/and any other body with whom a MOU was entered into.
    2. Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the POSLEC SETA ETQA/and any other body with whom a MOU was entered into by SAQA.
    3. Moderation of assessment will be overseen by the POSLEC ETQA according to the moderation guidelines in the relevant qualification and the POSLEC SETA ETQA/ and any other body with whom a MOU was entered into. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Refer to the Specific Outcomes and the Assessment Criteria contained in this unit standard and specifically to:
  • An understanding of conflict resolution.
  • An understanding of company policy and workplace procedures.
  • An understanding of Interpersonal skills and customer needs
  • An understanding of customer care. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems related to customer complaints. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that causes of customer dissatisfaction are identified and dealt with in accordance with workplace procedures. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information related to the handling and responding to customer complaints and problems regarding security services rendered. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that customer inquiries are attended to according to workplace procedures and company policy. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 244179, which is "Handle complaints and problems", Level 3, 6 credits.

    Supplementary Information:

    Specified Requirements

    Specified requirements include legal and legislative specific requirements and are contained in one or more of the following documents:
    LEGAL
  • Relevant applicable legislation

    Context Specific
    Training provider user manuals.
    Specifications, agreements, policies and procedures.
    Resources required for Assessment:
  • Communications equipment.
  • Necessary administrative and stationary issue.
  • First aid equipment.
  • Criterion referenced assessment instructions/tools.
  • A suitable venue: workplace and classroom. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  22490   National Certificate: General Security Practices  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2007-11-28  Was SAS SETA until Last Date for Achievement 
    Elective  83946   National Certificate: Management  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  22110   National Certificate: Electronic Security Practices  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2007-08-16  Was SAS SETA until Last Date for Achievement 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. ADT SECURITY SERVICES PTY LTD 
    2. Afri Guard(pty)ltd 
    3. AIM TRAINING ACADEMY 
    4. BLACKEN SECURITY SERVICES 
    5. BTC TRAINING AFRICA PTY LTD 
    6. Fidelity Security Services 
    7. Hadassah Security Consultants Cc 
    8. IMVULA SKILLS DEVELOPMENT ACADEMY 
    9. Inkwe Sekuriteit Bk 
    10. INSIMBI SECURITY TRAINING CENTRE 
    11. ISASA SECURITY TRAINING CC 
    12. ITO FOCUS PHOLE 
    13. Kairos Training College 
    14. MEC TRAINING (PTY) LTD 
    15. NORTHERN PROVINCE TRAINING ACADEMY 
    16. NU LAW FIREARMS COMPLIANCE 
    17. PROTEA COIN GROUP (ASSETS IN TRANSIT AND ARMED REACTION) 
    18. RAMAZWI SECURITY SERVICES CC 
    19. SOUTH AFRICAN RESERVE BANK 
    20. Staff Management Services 
    21. TINTSWALO SECURITY SERVICES 
    22. TZANEEN TRAINING CENTRE LIMPOPO 
    23. UBUNTU 
    24. UNBEATABLE CLEANING CATERING PRIVATE INVESTIGATION AND SECURITY SERVICES 
    25. ZEVOLI 9 PTY LTD 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.