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: 

Care for customers in a community environment 
SAQA US ID UNIT STANDARD TITLE
14050  Care for customers in a community environment 
ORIGINATOR
SGB Water Sector 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 12 - Physical Planning and Construction Civil Engineering Construction 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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
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 
The qualifying learner achieving this unit standard in combination with context expertise standard(s) will be able to meet customer needs and expectations in a positive manner, resolve customer complaints within a community environment and keep accurate records. This competence will also enable the learner to identify ways to improve customer service within the community. This will contribute towards the provision of quality customer service in a responsible manner. This competence will advance the learner`s own expertise and employability in both the water sector and other related jobs. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Literacy NQF level 1, Knowledge of local communities. 

UNIT STANDARD RANGE 
Type of customer: Adult, child, male, female, traditional leader, role player in community, political leader or church leader. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Identify customer needs and expectations in a community environment. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Customer needs are identified. 

ASSESSMENT CRITERION 2 
2. Appropriate action is taken to meet customer needs. 

ASSESSMENT CRITERION 3 
3. Customer needs outside own scope of responsibility are identified and appropriate action is explained. 

ASSESSMENT CRITERION 4 
4. Customer needs outside own scope of responsibility are referred to relevant person. 

SPECIFIC OUTCOME 2 
Communicate appropriately with customers from the community. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Communication with customers is polite and friendly. 

ASSESSMENT CRITERION 2 
2. Communication is appropriate for the type of customer. 

ASSESSMENT CRITERION 3 
3. Considerations when communicating with different types of customers from the community are explained. 

SPECIFIC OUTCOME 3 
Recognise customer dissatisfaction and take appropriate action. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Complaints are handled promptly, positively, sensitively and politely. 

ASSESSMENT CRITERION 2 
2. Appropriate language is used when handling complaints. 

ASSESSMENT CRITERION 3 
3. Customer complaints are resolved within own scope of responsibility. 

ASSESSMENT CRITERION 4 
4. Complaints outside own scope of responsibility are referred to relevant person. 

ASSESSMENT CRITERION 5 
5. Customer complaints outside own scope of responsibility are followed up and the importance of doing this is explained. 

SPECIFIC OUTCOME 4 
Keep accurate records. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Accurate records of customer complaints are maintained. 

ASSESSMENT CRITERION 2 
2. Records are filed in a safe and secure manner. 

ASSESSMENT CRITERION 3 
3. Feedback is given to relevant person/s. 

SPECIFIC OUTCOME 5 
Explain ways to improve customer service to community members. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Ways to provide a better customer service to community members are explained. 

ASSESSMENT CRITERION 2 
2. Steps to reduce the number of customer complaints from the community are described. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.
3. Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA policies and guidelines for assessment and moderation.
4. Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Learners should have a knowledge and understanding of:

1. Definition of a customer.
2. Flowchart of the organisation and relevant role players.
3. Complaint handling procedures.
4. The importance of recording complaints accurately.
5. The importance of following up on complaints and giving feedback to the customer.
6. Prioritisation of complaints.
7. Customer care officer`s responsibilities.
8. Customer care officer`s availability.
9. Product knowledge.
10. Customer needs and expectations within the community.
11. Impact of poor customer service on relationships with the community.
12. The concept of the customer as a source of revenue and the source of salaries.
13. The concept that customer complaints and feedback are good for the organisation.
14. Alternative ways of keeping records.
15. Procedure for handling complaints outside own scope of responsibility. 


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. This relates to:

Customer needs are identified.
Customer needs outside own scope of responsibility are identified and appropriate action is explained.
Appropriate language is used when handling complaints.
Customer complaints are resolved within own scope of responsibility. 

UNIT STANDARD CCFO WORKING 
Work effectively with others as a member of a team, group, organisation, and community. This relates to all assessment criteria. 

UNIT STANDARD CCFO ORGANISING 
Plan, organise and manage oneself and one`s activities responsibly and effectively. This relates to:

Accurate records of customer complaints are maintained.
Records are filed in a safe and secure manner. 

UNIT STANDARD CCFO COLLECTING 
Collect, analyse, organise and critically evaluate information. This relates to:

Customer needs are identified.
Customer needs outside own scope of responsibility are identified and appropriate action is explained.
Appropriate language is used when handling complaints.
Customer complaints are resolved within own scope of responsibility. 

UNIT STANDARD CCFO COMMUNICATING 
Communicate effectively using visual, mathematical and/or language skills in the form of oral and/or written presentation. This relates to all assessment criteria. 

UNIT STANDARD CCFO SCIENCE 
Use science and technology effectively and critically, showing responsibility towards the environment and health of others. This relates to:

Accurate records of customer complaints are maintained.
Records are filed in a safe and secure manner. 

UNIT STANDARD CCFO DEMONSTRATING 
Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation. This relates to all assessment criteria. 

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

UNIT STANDARD NOTES 
When conducting assessments, assessors must ensure that they are familiar with the full text of the unit standards being assessed. Assessors must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge by developing assessment activities and tools, which are appropriate to the contexts in which the learners are working. These activities and tools may include self-assessment, peer assessment, formative and summative assessment. It may be more effective and efficient to assess a number of unit standards together in an integrated way, thus reducing the overall number of assessments and ensuring that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment.

ASSESSMENT OPTION
Learners could be assessed using the following methods:
Oral or written questions
Observation
Simulation
Product sample records 

QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
  ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
Core  61689   National Certificate: Community Water, Health and Sanitation Promotion  Level 2  NQF Level 02  Passed the End Date -
Status was "Reregistered" 
2023-06-30  EWSETA 
Core  23473   National Certificate: Community Water, Health and Sanitation Promotion  Level 2  NQF Level 02  Passed the End Date -
Status was "Reregistered" 
2008-06-11  Was EWSETA until Last Date for Achievement 
Core  49752   National Certificate: Environmental Practice  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2023-06-30  LG SETA 
Core  23708   National Certificate: Community Water, Sanitation and Health Facilitation  Level 4  NQF Level 04  Passed the End Date -
Status was "Reregistered" 
2008-06-11  Was EWSETA until Last Date for Achievement 
Elective  64589   National Certificate: Community Water, Health and Sanitation Monitoring  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2023-06-30  EWSETA 


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. A4 Consultancy CC 
2. AVAX SA 481 CC. T/A Mandisa Development Services 
3. Bephaswana Skills Development (Pty) Ltd 
4. Buena Vista Learning Academy 
5. Christian Campus Bible College 
6. ERGO MAPHELONG INSTITUTE (PTY) LTD 
7. ESKOM GENERATION - PALMIET PUMP STORAGE GRABOUW 
8. Faranang Marketing 
9. Furniture World Training Centre 
10. Growth Management Consulting 
11. IALE School of Advanced Learning Education 
12. Inkqubeko Investment (Pty) Ltd 
13. IQ Skills Academy (PTY) LTD. 
14. Jobafrik Consulting 
15. Josmap Training Institute 
16. Kay Beez Development Projects 
17. KOKANO PROJECTS PTY LTD 
18. Lewerb Holdings (PTY) Ltd 
19. Makhuba Development Projects CC 
20. Makoti Skills Development Solutions 
21. Mamuhle Academy 
22. Mortarboard Training Solutions 
23. MOTHEO SKILLS ENTITY ( PTY) LLTD 
24. Nemalale Eagles Consultancy CC 
25. Networx for Career Development 
26. Nkinane Trading Enterprise 
27. NTANDOKAZI HOLDINGS (PTY) LTD 
28. Petra Institute of Development 
29. PFIM Trading (Pty) Ltd 
30. PMA Holdings (PTY ) LTD. 
31. POWER SYSTEMS TRAINING, CAPE TOWN 
32. Progressive School of Business and Engineering (Pty) 
33. Reflections Development Institute 
34. Shudu Trading 
35. Simmek Holdings 
36. Siza Nesu Training and Consultants 
37. South African Corporate Training Association 
38. South West Gauteng College - Central Office 
39. Starplex 489 cc 
40. Tachfin Holdings 
41. TECHNICAL INTEGRATED SOLUTIONS (PTY) LTD 
42. Tembe Service Providers 
43. Thando Consulting Services 
44. Timothy Fasheun Group Enviromentors (Pty) Ltd 
45. TLD Consulting 
46. Tloumogale Business Development & Consulting 
47. Tovani Traiding 299 
48. Umbuso Training Services 
49. UNIVERSITY OF BUSINESS EXCELLENCE(PTY)LTD 
50. University of Venda 
51. Wildlife and Enviroment Society of South Africa 



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.