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: 

Receive and attend to complaints 
SAQA US ID UNIT STANDARD TITLE
120485  Receive and attend to complaints 
ORIGINATOR
SGB Visible Policing 
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 5  Level TBA: Pre-2009 was L5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
11987  Receive and handle complaints  Level 5  Level TBA: Pre-2009 was L5  Complete 

PURPOSE OF THE UNIT STANDARD 
This unit standards is for learners in the law enforcement environment who receive and handle complaints.

A person credited with this unit standard will be able to:
  • Receive a complaint.
  • Attend to complaint.
  • Deal with the complaint.

    Range: Complaints include assistance requests. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Communication at NQF level 4. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Receive a complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The nature of the complaint is determined in terms of the information provided. 
    ASSESSMENT CRITERION RANGE 
    The complaint can be receive by means of telephone, in person at the scene or at the Community Service Centre.
     

    ASSESSMENT CRITERION 2 
    The steps to solve the complaint are identified and implemented in a given scenario. 
    ASSESSMENT CRITERION RANGE 
    Steps include but is not limited to:
  • Referring the complaint to the relevant agencies.
  • Handling the complaint.
     

  • ASSESSMENT CRITERION 3 
    The process to be followed during the receiving complaints is demonstrated in a given case study. 

    SPECIFIC OUTCOME 2 
    Attend to complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The state of mind of the complainant is assessed in terms of its influence on the manner in which the complaint is attended to. 
    ASSESSMENT CRITERION RANGE 
    State of mind refer to but is not limited to:
  • Frustrated.
  • Disturbed.
  • Restless.
     

  • ASSESSMENT CRITERION 2 
    The course of action is decided upon in order to expedite dealing with the complaint. 
    ASSESSMENT CRITERION RANGE 
    Action to be taken refers to but not limited to:
  • Comforting.
     

  • SPECIFIC OUTCOME 3 
    Deal with the complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Action is taken to identify the steps to address the complaint. 
    ASSESSMENT CRITERION RANGE 
    Actions refer to but not limited to:
  • Call experts in.
  • Provide necessary information.
  • Provide necessary support.
     

  • ASSESSMENT CRITERION 2 
    The process of attending to complaints is demonstrated in the given case study. 

    ASSESSMENT CRITERION 3 
    The nature of the crime and or contravention is identified in order to determine the course of action. 

    ASSESSMENT CRITERION 4 
    The steps to be taken are explained and implemented in a given scenario in order to attend to the complaint. 
    ASSESSMENT CRITERION RANGE 
    Steps to be taken include but not limited to:
  • Attend the crime scene.
  • Refer the complaint or complainant.
  • Resolve the matter.
     

  • ASSESSMENT CRITERION 5 
    The need for opening a case docket is identified in terms of its advantages. 

    ASSESSMENT CRITERION 6 
    Documentation for inclusion in a case docket is explained by listing them and giving examples. 
    ASSESSMENT CRITERION RANGE 
    Documentation refers to but not limited to:
  • The case docket.
  • A1 statement from complainant.
  • Statements from witnesses.
  • Statement of the first member on the scene.
  • Investigation dairy.
     

  • ASSESSMENT CRITERION 7 
    The process of dealing with the complaint and the opening of a case docket is dealt with according to the given scenario. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this Unit Standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this Unit Standard must be registered as an assessor with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this Unit Standard or assessing this Unit Standard must be accredited as a provider with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Nature of the complaint.
  • Referring the complaint.
  • Relevant agencies.
  • Action to be taken.
  • Role of experts.
  • Crime Scene principles.
  • Statement taking.
  • Compiling an investigation dairy.
  • Opening of a case docket.
  • Batho Pele principles.
  • Client Service Principles. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group organization, community. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organize and critically evaluate information. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognizing that problem-solving contexts do not exist in isolation. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    This unit standard replaces unit standard 11987, "Receive and handle complaints", Level 5, 5 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:

    > The Constitution of South Africa.
    > Criminal Procedure Act.
    > South African Police Service Act.
  • Specifications, agreements and policies and procedures.

    > Standing Operational Procedures. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50122   National Certificate: Policing  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Core  50419   National Certificate: Port Control and Admissions  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2009-06-29  Was PSETA until Last Date for Achievement 
    Elective  50480   Further Education and Training Certificate: Firearm Training  Level 4  NQF Level 04  Reregistered  2023-06-30  SAPFTC 
    Elective  57651   National Certificate: Forensic Science  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Elective  66869   National Certificate: Home Affairs Services  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Elective  50438   National Certificate: Immigration Services  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2009-06-29  Was PSETA until Last Date for Achievement 
    Elective  63229   National Diploma: Bomb Disposal  Level 5  NQF Level 05  Reregistered  2023-06-30  SAS SETA 


    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. C D M INDOOR RANGE 
    2. DEFENSIVE TRAINING CONCEPTS 
    3. EKHURHULENI SHOOTING AND TRAINING ACADEMY 
    4. HJN TRAINING CC Pretoria 
    5. SBV SERVICES MIDRAND 
    6. SBV SERVICES POLOKWANE 
    7. SHEPPERD ACADEMY 
    8. SNAP SOLUTIONS NETWX PTY LTD 
    9. SOUTH AFRICAN POLICE SERVICE / PROFESSIONAL DEVELOPMENT CENTRE 
    10. SOUTH AFRICAN POLICE SERVICE BASIC TRAINING PROVISION 
    11. SOUTH AFRICAN POLICE SERVICE IN SERVICE TRAINING PROVISION INSTITUTION 
    12. STRATEGIC INVESTIGATIONS AND SEMINARS 
    13. TSHWANE METROPOLITAN POLICE DEPARTMENT ACADEMY 



    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.