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