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: 

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
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 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   

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  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SAS SETA 
    Elective  61609   Further Education and Training Certificate: Volunteer Support  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.
     
    NONE 


    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.