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: 

Analyse complaints and reports relating to referred disputes and select appropriate resolution process 
SAQA US ID UNIT STANDARD TITLE
114272  Analyse complaints and reports relating to referred disputes and select appropriate resolution process 
ORIGINATOR
SGB Human Resource Management and Practices 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Human Resources 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5  10 
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 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 for people who have to handle labour related complaints and advise clients on the correct action to take.

Learners credited with this Unit Standard will be able to deal with a range of labour related complaints and reports. They will be able to process the complaint and provide the correct solution and will be able to build and maintain relationships with stakeholders

The qualifying learner is capable of:
  • Identifying the complaints
  • Committing to resolving the complaint
  • Arranging correct planning and resolution to the parties problems
  • Communicating with all stakeholders
  • Maintaining relationships with all stakeholders 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The learner undertaking this Unit Standard should be competent in:
  • Mathematical Literacy at NQF Level 4
  • Communication at NQF Level 4 

  • UNIT STANDARD RANGE 
    Complainants will include applicants and respondents to disputes at the CCMA and bargaining council. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The nature of the complaint is identified and assessed for the correct action to be undertaken. 

    ASSESSMENT CRITERION 2 
    2. The origin of the complaint is identified to aid with analysis of the problem. 

    ASSESSMENT CRITERION 3 
    3. The problem is documented, according to organisational regulations and requirements. 

    SPECIFIC OUTCOME 2 
    Commit to resolving the complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Responsibility is taken for action to resolve the problem. 

    ASSESSMENT CRITERION 2 
    2. Commitment to resolve the complaint is demonstrated throughout the process. 

    ASSESSMENT CRITERION 3 
    3. The complainant is satisfied with the resolution process throughout the process. 

    ASSESSMENT CRITERION 4 
    4. The nature of the support provided for all parties concerned by the CCMA/Bargaining Councils is explained to all interested parties. 

    SPECIFIC OUTCOME 3 
    Arrange correct planning and resolution of the complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant solutions are identified and presented to affected parties. 

    ASSESSMENT CRITERION 2 
    2. The appropriate solution is applied to address the party`s complaint. 

    ASSESSMENT CRITERION 3 
    3. Contact is maintained with relevant stakeholders. 

    ASSESSMENT CRITERION 4 
    4. Relevant actions are taken within organisational set timeframes to implement the solution. 

    SPECIFIC OUTCOME 4 
    Communicate with all stakeholders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Affected parties are notified of the nature of the complaint. 

    ASSESSMENT CRITERION 2 
    2. The immediate superior is notified of the complaint for further action and follow-up. 

    ASSESSMENT CRITERION 3 
    3. The outcome, progress and solution of the complaint is communicated to affected parties at appropriate times during the process. 

    SPECIFIC OUTCOME 5 
    Maintain relationships with stakeholders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A meeting is arranged between all affected parties to discuss the complaint. 

    ASSESSMENT CRITERION 2 
    2. Relationships are enhanced with the resolution of complaints. 

    ASSESSMENT CRITERION 3 
    3. Implement a pro-active stance in identifying possible future problems. 


    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, or an ETQA that has a Memorandum of Understanding with the relevant ETQA
  • Anyone assessing a learner against this Unit Standard must be registered as an assessor with the relevant ETQA, or with an ETQA that has a Memorandum of Understanding 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, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The knowledge underpinning the above specific outcomes is:
  • Complaint policies, procedures and systems.
  • Methods and techniques for communicating with stakeholders involved in complaints.
  • Methods and techniques of providing practical solutions to complaints. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with individuals or teams in the pursuit of solutions for complaints. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities so that alternative solutions and strategies exist to solve the problem in the event current one`s failing. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information so that all details required to solve the complaint is obtained, recorded and used. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all complainants and other stakeholders in the resolution of the complaint. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that resolved complaints can lead to improved labour satisfaction and therefore productivity. 

    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 complaint. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  93993   National Certificate: Labour Relations Practice  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  49336   National Certificate: Law Enforcement: Sheriffing  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Elective  61489   National Certificate: Transport Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  TETA 
    Elective  61729   National Diploma: Policing  Level 6  NQF Level 06  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SAS SETA 


    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. Department Of Justice (head Office) 
    2. Diversity technology Training Institute 
    3. Ikusasa Lethu Projects and Training (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.