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: 

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
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  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  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  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. ABA Sebenzi 
3. ALL CONNECTIONS TRAINING AND CONSTRUCTION (PTY) LTD 
4. ALSTOM JOHN THOMPSON (PTY) LTD CAPE TOWN 
5. ARBINET TRAINING & DEVELOPMENT 
6. Asiphokuhle Training and Research Institute 
7. AVAX SA 481 CC. T/A Mandisa Development Services 
8. Bantubanye Skills 
9. BF QUALITY SOLUTIONS (PTY) LTD 
10. Boni Africa Events & Development 
11. Buena Vista Learning Academy 
12. Classic Human Capital Solutions 
13. CTC College(PTY) LTD. 
14. Ditirelo Skills Development Services 
15. EECTRICAL CONTRACTORS ASSOCIATION - ECA 
16. Elective Training Institute Enterprise CC 
17. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
18. ESKOM DISTRIBUTION NORTH WESTERN REGION, BLOEMFONTEIN 
19. FAPLA TRAINING 
20. Goitsikitso Enterprise Trading 
21. Growth Management Consulting 
22. Icando 
23. IMPILONHLE TRADING & PROJECTS 8 
24. Inafrica General Trading Pty LTD 
25. INFRASTRUCTURE CONSULTING ENGINEERS CC 
26. IQ Skills Academy (PTY) LTD. 
27. Iziko Capacity Building CC. 
28. JOSMAP TRAINING INSTIUTE 
29. KAREUBO MANAGEMENT SYSTEMS 
30. Kgolo Institute 
31. KHOSITHI TRAINING 
32. KOKANO PROJECTS PTY LTD 
33. Letlotlo La Gae (Pty) Ltd 
34. Lewerb Holdings (PTY) Ltd 
35. LO Tantsi Fire Consultants CC. 
36. Mabuya Amahle Trading 
37. Mangalani Business Enterprises 
38. Mind Magic Consulting 
39. Mission Point Consulting 
40. Mortarboard Training Solutions 
41. MPUMAMANZI ACADEMY (PTY) LTD 
42. NDITSHE COMMUNITY DEVELOPMENT CONSULTANTS 
43. Nemalale Eagles Consultancy CC 
44. Networx for Career Development 
45. NEW HOPE REVIVAL ORGANISATION 
46. NJ & L Trading Enterprise CC. 
47. NOKRAM (PTY) LTD 
48. NOMAKU TRADERS CC 
49. NS Global Academy 
50. Pioneer Business Consulting 
51. Power Rush Trading 170 CC. 
52. PRAXIS TRAINING AND CONSULTANCY (PTY) LTD 
53. PWI CORPORATE TRAINING PTY LTD 
54. SEDIBENG MANAGEMENT SERVICES 
55. Senelo Trading CC 
56. Siljeur Training Academy 
57. SIZA NESU TRAINING AND DEVELOPMENT 
58. Spring Forest Trading 578 CC 
59. TAG TEC TRAINING 
60. Talent Emporium Academy (PTY) Ltd 
61. Thando Consulting Services 
62. The Crimson CO CC. 
63. Thubelihle Graduate Institute 
64. TLD Consulting 
65. Tloumogale Business Development & Consulting 
66. Tshwane Skills Training Centre 
67. Umfolozi FET College 
68. University of Venda 
69. Vicmat Consultants 
70. XL AT Consulting CC 
71. Ya Hina Management Consulting and projects 



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.