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 rail passenger claims and refunds

SAQA US ID	UNIT STANDARD TITLE
117741	Handle rail passenger claims and refunds
ORIGINATOR
SGB Rail and Pipeline Operations
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Transport, Operations and Logistics
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 3	NQF Level 03	2
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

A learner credited with this unit standard will be able to handle claims and refunds correctly according to company-specific policies and procedures.
The skills, knowledge and understanding demonstrated within this unit standard are essential for serving customers when posting a claim or refund as a result of damages/injuries that have occurred.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

NOSA knowledge.

Emergency plan.

UNIT STANDARD RANGE

The level assigned to this standard is appropriate because performance must be carried out -

during day and night time; and

in different station environments.

This standard excludes:

Finalisation and compensation of claims

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Handle valid claims.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Completed claim forms and relevant documentation are received according to company-specific policies and procedures.

ASSESSMENT CRITERION 2

Claims are registered according to company-specific policies and procedures.

ASSESSMENT CRITERION 3

Reports from relevant role-players are obtained according to company-specific policies and procedures.

ASSESSMENT CRITERION 4

Completed claim files are forwarded to the Claims Department for finalisation.

SPECIFIC OUTCOME 2

Handle valid refunds for rail passenger tickets.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The refund request is handled according to company-specific policies and procedures.

ASSESSMENT CRITERION 2

Documentation is handled according to company-specific policies and procedures.

ASSESSMENT CRITERION 3

The refund is made according to company-specific policies and procedures, e.g. cash for cash, credit for credit card or bank payment.

SPECIFIC OUTCOME 3

Handle claims for injuries/fatalities.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Completed claim forms and relevant documentation are received according to company-specific policies and procedures.

ASSESSMENT CRITERION 2

Claims are registered according to company-specific policies and procedures.

ASSESSMENT CRITERION 3

Reports from relevant role-players are obtained according to company-specific policies and procedures.

ASSESSMENT CRITERION 4

Completed claim files are forwarded to Claims Department for finalisation.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. An individual wishing to be assessed against this standard may apply to an assessment agency, assessor or provided institution that has been accredited by the relevant ETQA.
2. A learner specialising in Rail Passenger Services through this elective standard will be assessed by an assessor who has been certified as competent against the National Certificate in Rail Passenger Services at NQF level 3. (which must include this standard).
3. Any assessor and training provider must ensure that the relevant company-specific procedures/rules are used as reference material when designing courseware, assessment or when selecting pre-designed assessments.
4. Anyone assessing a learner against this standard must be registered as an assessor with the relevant TRANSPORT SETA - ETQA.
5. Any institution offering learning that will enable achievement of this standard must be registered and accredited as a provider at SAQA.
6. Moderation of assessment will be done by the relevant ETQA as prescribed.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Learners can understand and explain/apply:

1. Relevant sections of Act 85
2. Handling of refunds documentation
3. Handling of claims documentation
4. Handling of refund policies and procedures
5. Handling of claims policies and procedures
6. Compilation and distribution of documentation

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems by using critical and creative thinking.
Learners have acquired the generic ability to identify and solve problems by using critical and creative thinking when giving assistance to customers when requesting a claim or refund.

UNIT STANDARD CCFO ORGANISING

Organise and manage themselves and their activities responsively and effectively.
Learners have acquired the generic ability to organise and manage themselves when handling requests, complaints about claims and refunds.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information.
Learners have acquired the generic ability to collect, analyse, organise and critically evaluate information when receiving a claim or refund.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
Learners have acquired the generic ability to communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation when handling claims and refund requests.

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

Assessment process

When conducting assessment, assessors must ensure that they are familiar with the full text of the unit standards being assessed.

They must ensure that assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

Each environment/situation will be different, it will be necessary to develop assessment activities and tools, which are appropriate to the context in which the assessment will take place. (Example: ticket officers or reservation office or cashier or train manager)

Method of assessment

During formal training at the provider:
1. Written tests
2. Case studies
3. Simulation

During on-the-job training:
1. Oral test
2. Observations
3. Case studies

Integrated final on-the-job assessment:
1. Observation
2. Oral tests
3. Case studies

In the Rail Passenger Services environment it will be more effective to assess a number of unit standards together and the assessor must evaluate each assessment request to determine the grouping of the standards for assessment.

The assessment must integrate a number of different methods. (Example: Only one type of ticket, or a combination of ticket upgrades, or reservation requests and cash handling procedures. Train arrival/departure times and platforms as well as luggage requests) This will give the assessor reliable and valid proof of competence and evidence of required attitudes and skills.

The integrated assessment must take place in the environment where the learner will work independently on completion of final assessment and the assessment certification must be endorsed accordingly.

Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include, inter alia:
1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner.
2. Relevant certificates or awards.
3. Previous assessment records.
4. Journal (Logbook).

Values

In addition, the following values should be demonstrated:

Safety awareness

Friendliness

Initiative

Effectiveness

Trustworthiness

Honesty

Approachability

Sobriety

Respectfulness

Supplementary information

Structured learning- 8 hours

Self-study- 2 hours

Practical- 4 hours

On-the-job training- 4 hours

Assessment- 2 hours
Total hours-20 hours

Total Credits-2

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	49236	National Certificate: Rail Transport Passenger Services	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2012-06-30	TETA

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.

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