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: 

Supervise customer service standards 
SAQA US ID UNIT STANDARD TITLE
118028  Supervise customer service standards 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-06-30   2029-06-30  

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 people who supervise service standards in wholesale and retail stores. Persons credited with this standard can select from a wide choice of procedures ranging from standard to non-standard. They are responsible for the achievement of group output.

Persons credited with this unit standard will be able to identify areas of service impact, analyse existing service standards and compare them to organisational service requirements. They will also be able to draw up and implement action plans to improve service standards. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learners has completed Grade 12 or equivalent before attempting this unit standard. 

UNIT STANDARD RANGE 
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Implement customer service standards in accordance with the prescribed organisational requirements. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    "Moments of truth" are explained based on their impact on customer impressions. 
    ASSESSMENT CRITERION RANGE 
    "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
     

    ASSESSMENT CRITERION 2 
    Service standards are identified as required by the organisation. 

    ASSESSMENT CRITERION 3 
    Service standards are evaluated in terms of existing service delivery. 

    ASSESSMENT CRITERION 4 
    A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

    SPECIFIC OUTCOME 2 
    Improve customer service standards. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    An action plan to improve service standards is developed within the constraints and priorities of the organisation. 

    ASSESSMENT CRITERION 2 
    The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

    ASSESSMENT CRITERION 3 
    The success of the action plan is evaluated and adapted according to identified requirements. 

    SPECIFIC OUTCOME 3 
    Oversee the handling of customer queries and complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The procedures for handling queries and complaints are explained according to organisation's policy and procedures. 

    ASSESSMENT CRITERION 2 
    The handling of queries and complaints is monitored and evaluated against the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Moderation:

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • The areas falling within the term "moments of truth".
  • Organisation's service standards.
  • Organisational procedure for handling customer queries and complaints.
  • How to compile action plans. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 
    		•

    UNIT STANDARD CCFO WORKING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

    Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 3: Oversee the handling of customer queries and complaints.

    Assessment Criteria:
  • The procedures for handling queries and complaints are explained according to organisation's policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation's requirements.
  • Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 
    		•

    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 
    Moment of truth in this unit standard refers to any moment where the customer forms an impression as to the service levels and image of the organisation. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50309   Further Education and Training Certificate: Environmental Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  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. 42020 VISION TRAINING AND CONSULTING (PTY) LTD 
    2. A.S.A.P Training And Consulting 
    3. A4 Consultancy Cc 
    4. Aba Sebenzi 
    5. Abems Training Institute (Pty) Ltd. 
    6. Altec Training And Consulting 
    7. Amangile Academy (Pty) Ltd 
    8. Amazibuko Business Solutions 
    9. Amusa Consulting 
    10. Apex Business Academy (Pty) Ltd 
    11. Asiphokuhle Training And Research Institute 
    12. Assured Vocational Skills Institute 
    13. Atlegang Training Consulting 
    14. AURECON TRAINING ACADEMY 
    15. Avax Sa 481 Cc. T/A Mandisa Development Services 
    16. Avenida (Pty) Ltd 
    17. Azitjhewi Construction 
    18. Bantubanye Skills 
    19. Basiea Development And Training 
    20. Batla Gorona Trading Enterprise 
    21. Bazalwane Business Partners 
    22. Bembani Group 
    23. Big Start Training And Development 
    24. Bikologix Projects 
    25. Bo Support Services Cc 
    26. Boikgantsho Consulting & Events 
    27. Bright Ideas Training 
    28. Business Intelligence And Governance 
    29. C College 
    30. Camblish Training Institute (Pty) Ltd 
    31. Cape Peninsula University of Technology 
    32. Capricon Training Consultants cc 
    33. Capricorn College for TVET 
    34. Career Builders Academy Pty Ltd 
    35. Central Bridge Trading 109 
    36. Commitech Consulting 
    37. Concord College Mulbarton 
    38. Continuing Education Programme 
    39. Cradle Stars Trading Enterprise 
    40. Cymbol Consulting(Pty) Ltd. 
    41. CYPRESS CREEK INVESTEMENTS 68 
    42. D and D Lwazi Renaissance Research and Development Institute 
    43. Danearl (Pty) Ltd 
    44. Dean Institute Of Learning (Pty) Ltd 
    45. Deltasheq 
    46. Ditirelo Skills Development Services 
    47. Ditlou Solutions 
    48. DotCentre Business Consulting 
    49. Durban Business College 
    50. E Mali Outsourcing Cc 
    51. Edutraining Business College 
    52. Ekurhuleni West Public FET College - Germiston Campus 
    53. Elangeni Consulting 
    54. Elangeni Consulting (PTY) LTD 
    55. Elective Training Institute Enterprise Cc 
    56. Elgin Community College 
    57. Enp Holdings (Pty) Ltd 
    58. Enviro Mobi Pty Ltd 
    59. Environmental Leadership Academy 
    60. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
    61. Escon 
    62. Essential Skills 
    63. Eukon Engineering And Projects 
    64. Falcon Business Institute (Pty) Ltd 
    65. FUTURE DISCOVERY TRAINING ACADEMY 
    66. Gaegolelwe Consultancy (Pty) Ltd 
    67. Gauteng City College 
    68. Gauteng City Region Academy (GCRA) 
    69. Giamanje Tvet College 
    70. Glere Skills And Consultants 
    71. Glo Leb Training & Development 
    72. Globalmark 
    73. Globalwise Training & Consulting (Pty) Ltd. 
    74. Gns Enterprise 
    75. Godonga Shakaneng 
    76. Goitsikitso Enterprise Trading 
    77. Gravitazz Consulting 
    78. Green Champion Day Care Centre 
    79. Growth Management Consulting 
    80. HCI Skills Training Pty Ltd 
    81. Heavenly Button Trading Cc 
    82. Higher Grade Solutions 
    83. HILLCROSS BUSINESS SCHOOL (PTY 
    84. Hilmark Trading (Pty) Ltd 
    85. Hlanganani ICT (Pty) Ltd 
    86. Honnetsweng Trading Enterprises (Pty) Ltd 
    87. HR Consultancy and Learning (Pty) Ltd 
    88. Icando 
    89. ICollege Pty Ltd 
    90. Ikusasalethu Youth Development Project NPC 
    91. Ikwanda International Trading (Pty) Ltd 
    92. Inafrica General Trading Pty Ltd 
    93. Independent Development Trust 
    94. Innercity Training Institute (Pty) Ltd 
    95. Innovative Shared Services 
    96. Innovative Technology Design 
    97. Inqaba Yokulinda Youth Organisation 
    98. Institute For Local Government And Housing 
    99. Institute Of Cooperatives And Community Economic Development 
    100. Institute of Health and Social Care Studies 
    101. Integrated Waste And Recycling Services(Iwars) 
    102. Isiphephelo Consultants 
    103. Ithemba Community Development 
    104. Ito Focus Reagile 
    105. Itumeleng Wellness Solutions 
    106. Izwelethu Black Diamond 
    107. Jabukile Consultancy 
    108. Jerisi Development Propeller Npc 
    109. Jet Energy South Africa 
    110. Jobafrik Consulting 
    111. Jofeca Business Development 
    112. Josmap Training Institute 
    113. Jrt3 Jobcreation Rehabilitation Through Training And Technology (Pty) Ltd 
    114. Kagisho Business Concepts (Pty) Ltd 
    115. Kalideen Investment T/A Kalvest 
    116. KALIDEEN MANAGEMENT SERVICES 
    117. Kay Beez Development Projects 
    118. Kenmab Training Centre 
    119. Keptel 
    120. Kgakishe Trading And Projects (Pty) Ltd 
    121. Kgotla Trading Enterprise 
    122. Khantsha Projects Npc 
    123. Khehli Institute 
    124. KHOSITHI TRAINING 
    125. Khubiso Enterprise (Pty) Ltd 
    126. Khula Nonke Training & Development 
    127. Khulani Skills Development Centre 
    128. Khumba Energy 
    129. Kn Business Solutions 
    130. Kutlwa Consultancy 
    131. Kuyakhula Development Initiatives 
    132. KZN Business Training Centre 
    133. Lapa La Afrika Farming And Projects 
    134. LEGAL EAGLES ACADEMY 
    135. Lekopani Training Institute 
    136. Leronsa Trading Enterprise 
    137. Letlhokoa Management Services Cc 
    138. Letzaa Group 
    139. Lewerb Holdings (Pty) Ltd 
    140. Lih Consulting And Projects 
    141. Limsa Training Institute 
    142. Lindasande General Trading 
    143. Londimvelo Consultants 
    144. Loomee Group 
    145. Lorpen Investments 
    146. Lumiere Holdings 
    147. M Tech Training Consultants 
    148. M.I.C. Training And Development 
    149. Mabuya Amahle Trading 
    150. Machabelele Associates 
    151. Magnico Products (Pty) Ltd 
    152. Makaota Training Consultants 
    153. Makavila Suppliers Cc. 
    154. Makhuba Development Projects CC 
    155. Malizana Projects CC 
    156. Mamuhle Academy 
    157. Mangalani Business Enterprises 
    158. Marcado Human Resources Strategies 
    159. Mashmp Holdings 
    160. Mashphe Logistics Services 
    161. MASM Trading Enterprise (Pty) Ltd 
    162. Masnas 
    163. Mcebo Technologies 
    164. Mementos Training Pty Ltd 
    165. MGM Training & Consulting 
    166. Mgwezane Training And Events Management Cc. 
    167. Miczo'S Enterprise 
    168. Milzet Holdings (Pty) Ltd 
    169. Mimosa Business Consultants 
    170. Mind Magic Consulting 
    171. Mintirho Development Services 
    172. Mission Point Consulting 
    173. Mmanape Private Technical College Pty Ltd 
    174. Mml Consulting Cc. 
    175. Mod-Mosh Projects And Consulting (Pty) Ltd 
    176. Mogapi Education Group (Pty) Ltd 
    177. Mohlaje Solutions (Pty) Ltd 
    178. Mortarboard Training Solutions 
    179. Mothusi Management Consultants 
    180. Moving Ahead Development Agenc 
    181. Mpeza Training And Development Specialist 
    182. MTHENGENYA & ASSOCIATES 
    183. Muhangwene Development Enterprise 
    184. MUNICIPALITY INFRASTRUCTURE SOLUTIONS 
    185. Nalengmokoni Investors (Pty) Ltd 
    186. Nativah Energy Group Pty Ltd 
    187. Nedtex73 
    188. Nemalale Eagles Consultancy Cc 
    189. New Hope Revival Organisation 
    190. Ngm Skills Transfer 
    191. Nj & L Trading Enterprise Cc. 
    192. Nkinane Trading Enterprise 
    193. Nokusho M Consulting And Trading 
    194. NOMAKU TRADERS CC 
    195. Nonunu Projects 
    196. Ns Global Academy 
    197. Ntsangalala Business Enterprise 
    198. Ntsime Financial Consulting 
    199. Nyankwavi Investment Cc. 
    200. Optimum Learning Technologies (Pty) Ltd 
    201. Pbm Solutions 
    202. Pebetse Training And Consulting 
    203. Peta Attorneys Incorporation 
    204. Petra Institute of Development 
    205. Peuneo Training (Pty) Ltd 
    206. Pfim Trading (Pty) Ltd 
    207. Pioneer Business Consulting 
    208. PM SPECIALIZED TRAINING SERVICES 
    209. Pma Holdings (Pty ) Ltd. 
    210. Power Rush Trading 170 Cc. 
    211. Prior Learning Centre 
    212. Progressive School Of Business And Engineering (Pty) 
    213. Ptdev (Pty) Ltd 
    214. QUALITATIVE INNOVATIVE SOLUTIONS 
    215. Quick Leap Investment 
    216. Quiver Skills Institute 
    217. Rand International Management and Training Consultants (Pty) Ltd 
    218. Rasinkhu Investments 
    219. Reflections Development Institute 
    220. Remo Holdings Pty Ltd 
    221. Rmcii Solutions (Pty) Ltd 
    222. Rostec Technical FET College (Pty) Ltd 
    223. Sakhisisizwe Projects 
    224. Sanctus Holdings Pty Ltd 
    225. Seige Trading Solutions 
    226. Senelo Trading Cc 
    227. SEOPOSENGOE TRAINING CONSULTANCY CC 
    228. Sf Consulting Engineers 
    229. Shirs Vision Compleadev (Pty) Ltd 
    230. Siljeur Training Academy 
    231. Simangasentso Enterprise 
    232. Simba Skills Consultants 
    233. Simtho Investments (Pty) Ltd 
    234. Sinokuhle Konke Trading Enterprise 
    235. Siza Nesu Training And Consultants 
    236. Skill Tech Solutions Pty Ltd 
    237. Skills Fly Consulting Group Pty Ltd 
    238. Slj Consultants 
    239. Smartkip 
    240. Sobengmo Mining Services 
    241. SOUTH AFRICA ADVANCED SKILLS INSTITUTE 
    242. South African Institute of Learning (SAIL) 
    243. South African Abet Development Agency Saada 
    244. South African Advanced Skills Institute 
    245. South African Business and Technology Institute 
    246. South West Gauteng TVET College 
    247. SOUTHERN AFRICAN YOUTH MOVEMENT 
    248. Spectrium 
    249. Spring Forest Trading 578 Cc 
    250. Starplex 489 cc 
    251. Swaranang Management Consulting Cc 
    252. Talent Centre Training 
    253. Talent Emporium Academy (PTY) Ltd 
    254. Tanosa Trading CC 
    255. Tashie Holdings 
    256. Tc Skills Development & Training Centre 
    257. Teemil Safety Health And Environmental Consultants Pty Ltd 
    258. Tembe Service Providers 
    259. Thabelanang Trading Enterprise 
    260. Thando Consulting Services 
    261. The Crimson Co Cc. 
    262. THE GMC GROUP PTY LTD 
    263. The Green Affairs Consulting 
    264. Thembeni Skills Development Trading And Projects 
    265. Thobologo Training And Education Group 
    266. Thubelihle Graduate Institute 
    267. Thusanang Skills & Training 
    268. Thuto Lere Community Empowerment Programme 
    269. Timothy Fasheun Group Enviromentors (Pty) Ltd 
    270. Tippinggate Business Solutions (Pty) Ltd 
    271. Tlaletso Consultants 
    272. Tld Consulting 
    273. Tlotlangthuto Training & Consulting 
    274. Tmp Training And Development 
    275. Tonex Management Solutions 
    276. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    277. Tradesman Consulting And Training Solutions 
    278. Trainers without Borders 
    279. Training At Work (Pty) Ltd 
    280. Transafric Consulting Pty Ltd 
    281. TRENTSTONE COLLEGE 
    282. Tru-ThoughtsTrading and Projects 
    283. Tsebong Training Centre 
    284. Tshamutengu General Trading Cc. 
    285. Tshepang Consulting & Project 
    286. Tshwane College of Commerce and Computer Studies 
    287. Tshwane Skills Training Centre 
    288. Tshwane Training Institute (Pty) Ltd. 
    289. TSK Projects(PTY)LTD 
    290. Tuns Trading And Projects (Pty) Ltd 
    291. Twin Peak Technologies 
    292. TWINMARK STRATEGY AND MANAGEMENT CONSULTANTS 
    293. Ubuqhawe Consulting (Pty) Ltd 
    294. Ukhamba Quality Skills 
    295. Umbuso Training Services 
    296. Umfolozi FET College 
    297. Umqondo Business College 
    298. University Of Intellectual Excellence (Pty)Ltd 
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    301. Ursivox Interactive Systems 
    302. Valambya Training and Business College (Pty) Ltd 
    303. Varsity Institute of Science & Technology (Pty)Ltd 
    304. Vhutshilo Health And Training Organisation 
    305. Vicmat Consultants 
    306. VSL General Trading 
    307. VSS College (Pty) LTD 
    308. Vumilia Africa Group 
    309. Vutivi Training and Skills Development 
    310. Wbs Group 
    311. WEINVEST INVESTMENT CC 
    312. Wildlife and Enviroment Society of South Africa 
    313. WMD Civils Pty Ltd 
    314. World Pace Development And Training Institute 
    315. Xl At Consulting Cc 
    316. Ya Hina Management Consulting And Projects 
    317. Zerben Management Solutions 


    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.