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: 

Handle complaints and problems 
SAQA US ID UNIT STANDARD TITLE
244179  Handle complaints and problems 
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
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
11500  Receive, report and react to customer complaints within a security environment  Level 3  NQF Level 03  6  Complete 

PURPOSE OF THE UNIT STANDARD 
The purpose of this unit standard is to equip learners with the necessary skills, knowledge and attitudes that will enable them to handle customer complaints in a given environment or area of responsibility. This unit standard is to provide persons with the competencies to deal with customers, understand their complaints and use various strategies to resolve complaints.

A person credited with this unit standard will be able to:
  • Assess customer needs and complaints.
  • Respond to customer inquiries and problems.
  • Communicate with customer to resolve problems and complaints. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Communication at NQF Level 2 or equivalent.
  • Mathematical Literacy at NQF Level 2 or equivalent. 
    		•

    UNIT STANDARD RANGE 
    The term customer also refers to internal and external customers and clients as well as stakeholders and role-players integral to an organisation or business.

    A given situation may refer to but is not limited to case studies, role-plays and structured scenarios. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Assess customer needs and complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Customer needs are identified in order to assist in the provision of customer service. 

    ASSESSMENT CRITERION 2 
    Customer concerns are identified to anticipate potential complaints. 

    ASSESSMENT CRITERION 3 
    Customer enquiries are assessed to determine the actions and responses to the enquiry. 

    SPECIFIC OUTCOME 2 
    Respond to customer enquiries and problems. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Causes of customer dissatisfaction are identified to inform possible reaction strategies. 

    ASSESSMENT CRITERION 2 
    Methods to resolve problems are assessed in order to match them with specific problems. 

    ASSESSMENT CRITERION 3 
    A selected method is used to resolve a customer complaint. 

    ASSESSMENT CRITERION 4 
    Negotiation and communication techniques are applied in order to reach agreement. 

    ASSESSMENT CRITERION 5 
    A solution is implemented according to reached agreement. 

    ASSESSMENT CRITERION 6 
    The importance of recording and actioning of complaints are described in terms of their future influence on the organisation. 
    ASSESSMENT CRITERION RANGE 
    Recorded may include but is not limited to in occurrence book, pocket book, customer visit document, digital, etc, Communicated may include but are not limited to Two-way radio, telephone, verbally, digital, etc.
     

    SPECIFIC OUTCOME 3 
    Build and maintain customer relationships. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The role of customer relations is described in terms of their potential consequences on the organisation. 

    ASSESSMENT CRITERION 2 
    Customer service techniques are described in terms of their uses within a specific organisation. 

    ASSESSMENT CRITERION 3 
    Customer service techniques are applied in a given situation. 


    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.
  • Anyone assessing a learner against this unit standard must be registered as an assessor 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.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 
    		•

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

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

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

    UNIT STANDARD CCFO WORKING 
    Work effectively with others to bring about the speedy resolution of customer complaints and problems. 

    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 COMMUNICATING 
    Communicate effectively with customers and superiors in order to solve complaints and problems that arise. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding the world as a set of related systems in that if customer inquiries are not attended to according to workplace procedures and company policy it could lead to loss of business. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: Being culturally and aesthetically sensitive across a range of social contexts when dealing with customer complaints and problems. 

    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 11500, "Receive, report and react to customer complaints within a security environment", Level 3, 6 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  58577   National Certificate: General Security Practices  Level 3  NQF Level 03  Reregistered  2023-06-30  SAS SETA 
    Elective  61609   Further Education and Training Certificate: Volunteer Support  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 


    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. 2000 SIMUNYE SECURITY TRAINING ACADEMY 
    2. 24/7 Security Services 
    3. 3SIX5 SECURITY 
    4. ABONGILE MNYANDA TRADING CC T/A EKO KOBRA 
    5. ABUNDANCE SECURITY SERVICES AND TRAINING 
    6. ADEVA SECURITY PTY LTD 
    7. ADT SECURITY SERVICES PTY LTD 
    8. ADVANCED RISK SOLUTIONS 10000 (PTY) LTD 
    9. ADVANCED TRAINING SOLUTIONS EAST LONDON 
    10. ADVANCED TRAINING SOLUTIONS KING WILLIAMS TOWN 
    11. AFIKA AMECEBO CC 
    12. Afri Guard(pty)ltd 
    13. AIM TRAINING 
    14. AIM TRAINING ACADEMY 
    15. AKAF BODYGUARDS 
    16. ARCELOR MITTAL SA 
    17. ARMSHIELD SECURITY SERVICES 
    18. BAGATLAMEDI SECURITY AND CLEANING SERVICES 
    19. BAKHOANA MANAGEMENT AND BUSINESS COLLEGE PTY LTD 
    20. BAPNYA SECURITY AND CLEANING SERVICES 
    21. BEETEES CABS CC 
    22. BLACK VOLTERS SECURITY COLLEGE CC 
    23. BLACKEN SECURITY SERVICES 
    24. BONGA AND PRAISE NELSPRUIT 
    25. BOSASA SECURITY PTY LTD TRAINING CENTRE 
    26. BOTHAKGA PROTECTION AND SECURITY HOLDINGS (PTY) LTD 
    27. BRAVEHEART BIO DOG ACADEMY 
    28. BRAVOSPAN CC 
    29. Bronyx 
    30. BTC TRAINING AFRICA PTY LTD 
    31. C D M INDOOR RANGE 
    32. C G S CORPORATE SECURITY SERVICES PTY LTD 
    33. CAVE SECURITY AND TRAINING 
    34. CC PROTECTION AND INVESTIGATION SERVICE PTY LTD 
    35. CEDMAD TRADING AND PROJECTS 
    36. CL SECURITY SERVICES (PTY) lTD 
    37. DE BEERS GROUP SERVICES PTY LTD 
    38. DEFENSIVE TRAINING CONCEPTS 
    39. DHW SECURITY AND TRAINING SERVICES 
    40. DIMASI TRAINING PROVIDERS 
    41. DITIRO TSAKA SECURITY SERVICES 
    42. DK SPECIALIZED SECURITY SERVICES 
    43. DOUBLE OPTION TRADING 120 (PTY) LTD AND SECURITY TRAINING CENTRE 
    44. DOUBLE RESPECT TRADING ENTERPRISE NATIONAL 
    45. DWANDZANI PROJECTS CC 
    46. DYNAMIC ALTERNATIVES PTY LTD 
    47. E E L PROTECTION SERVICES 
    48. EASY SECURITY AUTO GATES AND GUARDS CC 
    49. EKHURHULENI SHOOTING AND TRAINING ACADEMY 
    50. ELASON PRO-ACTIVE SECURITY (PTY) LTD 
    51. EXPRO PROTECTION SERVICES CC 
    52. EZINGENI SECURITY AND CLEANING PTY LTD 
    53. FADANA INVESTMENT GROUP (PTY) LTD 
    54. FALCON FIREARM ACADEMY 
    55. FIDELITY SECURITY CORPORATE SERVICES CAPE TOWN 
    56. Fidelity Security Services 
    57. FIRMSTONE CONSULTING AND SECURITY ACADEMY 
    58. FIROZIPARK 
    59. G4S SECURE SOLUTIONS (SA) (PTY) LTD ROSSLYN 
    60. G4s Secure Solutions Sa Pty Ltd1 
    61. GAUNTLET SECURITY SOLUTIONS (PTY) LTD 
    62. GIJA SECURITY AND PROJECTS PTY LTD 
    63. GINGIRIKANI SECURITY SERVICES CC 
    64. GRACE AND GUARDIAN PTY LTD 
    65. GRINNELL SECURITY SERVICES CC 
    66. GUNDO SECURITY & SUPPLY CC 
    67. HAZOEMA TRADING ENTREPRISE CC 
    68. HENQUE 3375 CC 
    69. HJN TRAINING CC Pretoria 
    70. HLANGANANI COMPUTECH COLLEGE PTY LTD 
    71. HLANGANANI PROTECTION SERVICES PTY LTD 
    72. HUMAN RESOURCE DEVELOPMENT CENTRE PRETORIA 
    73. HUMAN RESOURCE DEVELOPMENT CENTRE: NORTH RAND 
    74. IJABA INTERGRATED SECURITY SERVICES (PTY) LTD 
    75. IMVULA SKILLS DEVELOPMENT ACADEMY 
    76. INFANTRY SCHOOL 
    77. Inkwe Sekuriteit Bk 
    78. INSIMBI SECURITY TRAINING CENTRE 
    79. INTABAMHLOPHE SECURITY AND TRAINING ACADEMY PTY LTD 
    80. ISOLETHU PROTECTION AND PROJECTS PTY LTD 
    81. ITO FOCUS PHOLE 
    82. JOINT OPERAIONS SECURITY COMPANY PTY LTD 
    83. KEDISANG SECURITY 
    84. KEISHY SECURITY 
    85. KGOTSOFALANG TRADING AND PROJECTS 97 
    86. KHANYISANI TRAINING ACADEMY CC 
    87. KHETHAKANYE TRADING AND PROJECTS 196 CC 
    88. KHOISAN ABORIGNAL SECURITY AND PROJECTS 
    89. KHOMBO SECURITY AND TRAINING CC 
    90. KSTR GROUP (PTY) LTD 
    91. KYA GUARDS 
    92. L AND L TRAINING 
    93. LEAD SECURITY SERVICES 
    94. LEBONE PROJECTS CC 
    95. Lesedi Security And Training Servic Es 
    96. LINDILEXPTY LTD 
    97. LMW STING SECURITY (PTY) LTD 
    98. LUANAMETRADING ENTERPISE 
    99. LUFAFLO SOLUTIONS PTY LTD 
    100. LUFATINGE CONSTRUCTION AND GENERAL TRADING 
    101. MA SECURITY TRAINING AND PRIVATE INVESTIGATION 
    102. Makgo Security And Projects 
    103. MAKUYA AFGUARD PTY LTD 
    104. MALUTI TVET COLLEGE KWETUSONG CAMPUS 
    105. MAMPHOTSO CONSTRUCTION AND PROJECTS 
    106. MANGWEVU SECUTRITY SERVICES PTY LTD 
    107. MAPHETO BUSINESS ENTERPRISES 
    108. MARABA SECURITY SERVICES TSHWANE 
    109. MAS SAFE SECURITY CC 
    110. MASIKHUTHALE SECURITY TRAINING COLLEGE AND GUARDING DIVISION 
    111. MASMAGNET CC 
    112. MASUTHA TRAINING AND SECURITY SERVICES 
    113. MDIDWA SECURITY SERVICES 
    114. MEC TRAINING (PTY) LTD 
    115. Mec Training Johannesburg 
    116. MEC TRAINING PTY LTD BLOEMFONTEIN FREESTATE 
    117. MEC TRAINING PTY LTD KZN 
    118. MEC TRAINING PTY LTD WESTERN CAPE 
    119. MIDI GENERAL TRADING PTY LTD 
    120. Mig Protection Services Cc 
    121. MILITES DEI SECURITY SERVICES (PTY) LTD 
    122. MJAYELI SECURITY (PTY) LTD 
    123. MJM GUARDING AND CLEANING SERVICES 
    124. MMASEBKO TRAINING SECURITY CENTRE 
    125. MOLAO ACADEMY 
    126. MOLAPO-MOTLE ENTERPRISES 
    127. MOLEMA DEVELOPMENT TRAINING 
    128. MSM PROTECTION SERVICES 
    129. MUTENDA SECURITY SERVICES CC 
    130. MUTHAMANI GENERAL SECURITY SERVICES 
    131. MZANSI SECURITY 
    132. MZILANKALA DEVELOPMENT AND PROJECTS CC 
    133. Nastec Cc 
    134. NATIONAL PROFESSIONAL SECURITY SERVICES CC 
    135. NEMJA SECURITY AND PROJECTS CC 
    136. NKANGALA TVET COLLEGE 
    137. NOMADUKU SECURITY SERVICES CC 
    138. NORTHERN PROVINCE TRAINING ACADEMY 
    139. NOZINJA SECURITY SERVICES 
    140. NS 64 BUSINESS ENTERPRISE 
    141. NTLHONTLHO SECURITY AND CLEANING SERVICE PTY LTD 
    142. NU LAW FIREARMS COMPLIANCE 
    143. OBLION SHIELD 
    144. OMEGA RISK SOLUTIONS 
    145. OMEGA RISK SOLUTIONS PTY LTD BRITS 
    146. ONGOTI RISK MANAGEMENT SERVICES 
    147. Orbis Security Solutions Pty Ltd 
    148. PASE ADVANCED TRAINING CONCEPT PTY LTD 
    149. PEACEMAKERS SECURITY TRAINING ACADEMY 
    150. PETBON TRADING (PTY) LTD 
    151. POWER TRAINING LINE PTY LTD 
    152. PRESTIGE SECURITY TRAINING ACADEMY 
    153. PROSPERITAS TRAINING COLLEGE T/A VISION COLLEGE SA 
    154. PROTEA COIN GROUP (ASSETS IN TRANSIT AND ARMED REACTION) 
    155. PROTOCOL K9 PTY LTD 
    156. QHIMECI TRADING ENTERPRISE 
    157. QPS Enterprise (Pty) Ltd 
    158. QUBULASHE SECURITY SERVICES (PTY) LTD 
    159. Quiver Security Services Cc 
    160. QW LEFORA SECURITY INSTITUTE 
    161. RAMAZWI SECURITY SERVICES CC 
    162. REBAGONI TRADING AND PROJECTS T/A THE SOUTH AFRICAN SECURITY ACADEMY 
    163. REBONTSHENG TRADING CC 
    164. RHEE SECURITY SERVICES 
    165. ROMULA BUSINESS ENTERPRISES T/A SIYAFUNDA SECURITY ACADEMY 
    166. RRJ TRAINING ACADEMY AND CONSULTING 
    167. SA OF SECURITY AND GUARD FORCE 
    168. SAAF PROTECTION SERVICE TRAINING WING 
    169. SAHARA EDUCATION. TRAINING. DEVELOPMENT 
    170. SBV SERVICES BLOEMFONTEIN 
    171. SBV SERVICES MIDRAND 
    172. SBV SERVICES PORT ELIZABETH 
    173. SBV SERVICES PRETORIA 
    174. SBV SERVICES PTY LTD JOHANNESBURG 
    175. SBV SERVICES RICHARDSBAY 
    176. SECOND GENERATION CONSULTING PTY LTD 
    177. SECURE PERIMETER SECURITY SERVICES CC 
    178. SECURITY BEYOND 2000 
    179. SECUTRAIN 
    180. SERVEST(PTY) LTD 
    181. SETHIKE TRADING 
    182. SHE PRO SA TRAINING CENTRE 
    183. SHEMULA TRADING ENTERPRISE 
    184. SHEPPERD ACADEMY 
    185. SILVER SOLUTIONS SECURITY 1713 CC 
    186. SILWANGOMNYAMA TRADING PTY LTD 
    187. SINGITA BUSINESS ENTERPRISE 
    188. SIPHOCOPS SECURITY 111 KERK STREET MEUBEL SENTRUM JHB 
    189. SIR MGIJ SECURITY AGENCY PTY LTD 
    190. SIT INVESTMENT HOLDINGS 
    191. SITUATIONAL SECURITY TRAINING ACADEMY 
    192. SKIMOZ (PTY) LTD 
    193. SKS BUSINESS SOLUTIONS CC 
    194. SLOW LINE SECURITY SERVICES (PTY) LTD 
    195. SNAP SOLUTIONS NETWX PTY LTD 
    196. SOLID PROTECTION SERVICES PTY LTD 
    197. SOUTH AFRICAN POLICE SERVICE TRAINING INSTITUTION ALL SAINTS 
    198. SOUTH AFRICAN POLICE SERVICE TRAINING INSTITUTION LIMPOPO PROVINCE 
    199. SOUTH AFRICAN POLICE SERVICES MPUMALANGA 
    200. SOUTH AFRICAN WING SECURITY CC 
    201. SPECIAL ASSET PROTECTION SERVICES KRAAIFONTEIN 
    202. SPECIAL ASSET PROTECTION SERVICES T/A DE PAUW TRADING CC 
    203. Staff Management Services 
    204. STALLION LEARNING CENTRE PTY LTD 
    205. STALLION SECURITY PTY LTD WESTERN CAPE BRANCH 
    206. STRONG TRAINING ACADEMY THOHOYANDOU 
    207. SWEETBET PTY LTD 
    208. Tactical Reaction Services Cc 
    209. Tactical Security Services CC 
    210. TDP Enterprise and Projects (Pty) Ltd 
    211. TENSHO PTY LTD 
    212. THANGANELO SECURITY 
    213. THE BRAVE ONE SECURITY SERVICES 102 
    214. THE BTC GROUP 
    215. THE BUSINESS ZONE 607 CC 
    216. THEPA TRADING 634 
    217. THINETI SECURITY AND TRAINING 
    218. Thohoyandou Training Centre 
    219. THOMA TRAINING CENTRE CC 
    220. THOMPSONS SECURITY GROUP (PTY) LTD 
    221. THOZAKHE SECURITY SERVICES PTY) LTD 
    222. THUBAGUTSA TRADING ENTERPRISE 
    223. TJL SECURITY SERVICES 
    224. TRIOTIC PROTECTION SERVICES CC TSHWANE 
    225. TSHAKHWILO TRADING ENTERPRISE 
    226. TSHIKALANGE SECURITY SERVICES AND TRAINING 
    227. TSU PROTECTION SERVICES 
    228. TSWELOPELO EDUCATIONAL SYSTEMS CC 
    229. TUMAHOLE AVIATION SECURITY AND PROJECTS PTY LTD 
    230. TZANEEN TRAINING CENTRE LIMPOPO 
    231. UBOMI TECHNOLOGIES 
    232. UBUNTU 
    233. UKHUSELO TRAINING ACADEMY AND SECURITY CC 
    234. ULUNTU TRAINING ACA DEMY 
    235. UMGUNGUNDLOVU TVET COLLEGE 
    236. UNICORN SECURITY SERVICES 
    237. UTHUSO TRAINING INSTITUTE PTY LTD 
    238. V SECURITY TRAINING ACADEMY CC 
    239. VEBO NONKE SECURITY 
    240. VELSEC SECURITY SOLUTIONS 
    241. VETARAN SECURITY SERVICES 
    242. Vexlozone (Pty) Ltd 
    243. VHUDIKI SECURITY AND GENERAL SUPPLIER 
    244. VICTORY TICKETS 567 T/A KHUSELA GUARDING DIVISION TRAINING 
    245. VITAL SKILLS CC 
    246. WELLINGTON SECURITY 
    247. WISE GUY ACADEMY (PTY) LTD 
    248. Xhobani Security Services Cc 
    249. ZAMANTUNGWA SECURITY SERVICES PTY LTD 
    250. Zenzele Training School Cc 
    251. 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.