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: 

Facilitate the resolution of employee grievances 
SAQA US ID UNIT STANDARD TITLE
12139  Facilitate the resolution of employee grievances 
ORIGINATOR
SGB Human Resource Management and Practices 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Human Resources 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 6  Level TBA: Pre-2009 was L6 
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 does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended for persons who are, or seek to be, a human resources management or employment relations practitioner at middle management level. Persons credited with this unit standard are able to resolve employee grievances; monitor and adjust the application of the grievance procedure; and evaluate, analyse and address grievance patterns. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that people starting to learn towards this standard are able to:
  • apply writing, listening and talking skills at least at NQF level 4
  • identify inter and intra-personal behaviour patterns
  • apply organisational behaviour and systems theory (humanistic and psycho-dynamic) and basic psychological activities (cognitive, affective and conative). 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Develop structures and procedures to resolve employee grievances. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Structures and procedures are appropriate to resolve employee grievances. 
    ASSESSMENT CRITERION RANGE 
    Types of grievances include general grievances related to treatment at the workplace, grievances related to sexual harassment and grievances related to discrimination and equity. Compensation issues are excluded unless there is differentiation.
     

    ASSESSMENT CRITERION 2 
    2. All relevant stakeholders within the workplace are consulted and encouraged to contribute. 

    ASSESSMENT CRITERION 3 
    3. The structures and procedures comply with all legal requirements and codes of good practice. 

    ASSESSMENT CRITERION 4 
    4. Provision is made for reasonable and practical time frames. 

    ASSESSMENT CRITERION 5 
    5. Procedures are sufficiently comprehensive, easily accessible and applicable to all categories of employees. 

    ASSESSMENT CRITERION 6 
    6. Structures and procedures are formalised. 

    SPECIFIC OUTCOME 2 
    Implement structures and procedures to resolve employee grievances. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All stakeholders are advised through appropriate media of the structures and procedures. 

    ASSESSMENT CRITERION 2 
    2. Commitment and support is obtained from relevant stakeholders. 

    ASSESSMENT CRITERION 3 
    3. All relevant stakeholders are provided with appropriate training in the use of structures and procedures. 

    ASSESSMENT CRITERION 4 
    4. Appropriate assistance and advice on the use of structures and procedures are given to all relevant stakeholders to ensure
  • adherence to the agreed grievance procedures
  • adherence to specified timeframes
  • correctly formulated grievances
  • resolution at the lowest possible managerial level. 

  • SPECIFIC OUTCOME 3 
    Monitor the application of the grievance procedures and adjust when required. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Problems in the application of the procedures are correctly identified when they occur. 

    ASSESSMENT CRITERION 2 
    2. Procedures are regularly checked against legal requirements and codes of good practice. 

    ASSESSMENT CRITERION 3 
    3. Corrective interventions are identified and implemented. 

    ASSESSMENT CRITERION 4 
    4. All relevant stakeholders are immediately informed when amendments to the grievance procedures have been agreed to. 

    SPECIFIC OUTCOME 4 
    Evaluate, analyse and address grievance patterns. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. An appropriate and user-friendly recording system is implemented and maintained. 

    ASSESSMENT CRITERION 2 
    2. Grievance patterns are correctly identified and analysed at regular intervals. 

    ASSESSMENT CRITERION 3 
    3. The necessary corrective and preventive actions are identified and implemented. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

    2. Any institution offering learning that will enable achievement of this unit standard or will assess this unit standard must be accredited as a provider with the relevant ETQA.

    3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    4. Therefore, anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Knowledge considered to be critical evidence of competence is included in the assessment criteria explicitly, or can be inferred by performance. This includes knowledge on:
  • applying the principles of fairness to a grievance process in hierarchical and other organisations
  • recording and analysis of grievances. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems by using critical and creative thinking by, e.g.,
  • identifying corrective and preventive actions to address identified application problems and grievance patterns. 

  • UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one`s activities by, e.g.
  • planning and implementing a monitoring process. 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information by, e.g.,
  • obtaining stakeholder input and identifying legal requirements when designing structures and procedures. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively by, e.g.,
  • advising stakeholders through appropriate media of the structures and procedures.
  • providing stakeholders with appropriate training in the use of structures and procedures. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by, e.g.
  • evaluating analysing and address grievance patterns. 

  • 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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  61592   National Diploma: Human Resources Management and Practices  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  80066   National Certificate: Strategic Road Traffic Operations  Level 6  NQF Level 06  Reregistered  2023-06-30  SAS SETA 
    Elective  49257   National Certificate: Conflict Management and Transformation  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Elective  93993   National Certificate: Labour Relations Practice  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  48395   National Certificate: Sugar Technology  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  AgriSETA 
    Elective  36437   National Certificate: Local Economic Development  Level 6  Level TBA: Pre-2009 was L6  Reregistered  2023-06-30  LG SETA 
    Elective  49783   National Diploma: Joint and Multi-National Operations  Level 6  NQF Level 06  Reregistered  2023-06-30  SAS SETA 
    Elective  21847   National Diploma: Manufacturing Management: Food and Beverage  Level 6  NQF Level 06  Reregistered  2023-06-30  FOODBEV 
    Elective  49317   National Certificate: Scriptwriting  Level 7  Level N/A: Pre-2009 was L7  Reregistered  2023-06-30  MICTS 
    Elective  49062   National Diploma: Interpreting  Level 7  Level N/A: Pre-2009 was L7  Reregistered  2021-06-30  CHE 
    Elective  48801   National Diploma: Specialised Translation  Level 7  Level N/A: Pre-2009 was L7  Reregistered  2021-06-30  CHE 


    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. Business Management Training College (Pty) Ltd 
    2. BW Khuzwayo Consulting CC 
    3. CTC College(PTY) LTD. 
    4. DC Dynamic College of Commerce & Further Training (Pty) Ltd 
    5. Dean Institute Of Learning (Pty) Ltd 
    6. Development Bank of Southern Africa (DBSA) 
    7. Edutraining Business College 
    8. Execuprime Business College (Pty) Ltd 
    9. Express Model 405 
    10. GLOBAL BUSINESS SOLUTIONS 
    11. GOBELA CONSULTING 
    12. IMITHENTE DEVELOPMENT HOLDINGS 
    13. IQ Academy (previously known as Fernwood Business College) 
    14. Jobafrik Consulting 
    15. Josmap Training Institute 
    16. Kalideen Management 
    17. Kgolo Institute 
    18. Kia Chuma 
    19. Letlhokoa Management Services CC 
    20. Lewerb Holdings (PTY) Ltd 
    21. Masemase Consultancy CC. 
    22. Mgwezane Training and Events Management CC. 
    23. MML Consulting CC. 
    24. MSC Education Holdings Pty Ltd 
    25. PanAfrican Supply Chain Academy 
    26. RCL Foods-Sugar & Milling 
    27. South African Film Institute 
    28. SOUTH AFRICAN NATIONAL WAR COLLEGE 
    29. T & T Appointments 
    30. Tembe Service Providers 
    31. Thubelihle Graduate Institute 
    32. Thuto Lere Community Empowerment Programme 
    33. Umqondo Consultancy 
    34. University of Venda 
    35. Vantage Training 
    36. Vicmat Consultants 
    37. Ya Hina Management Consulting and projects 



    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.