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: 

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 
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 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  Complete 

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  Reregistered  2023-06-30  SAS SETA 
    Elective  61609   Further Education and Training Certificate: Volunteer Support  Level 4  NQF Level 04  Reregistered  2021-06-30  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.
     
    1. 2000 SIMUNYE SECURITY TRAINING ACADEMY 
    2. 24/7 Security Services 
    3. ABAPHICOTHI SECURITY SOLUTIONS 
    4. ABONGILE MNYANDA TRADING CC T/A EKO KOBRA 
    5. ADVANCED RISK SOLUTIONS 10000 (PTY) LTD 
    6. AIM TRAINING ACADEMY 
    7. AIM TRAINING ACADEMY - BUNDU 
    8. AIM TRAINING ACADEMY - CURLEWS 
    9. AIM TRAINING ACADEMY ASM 
    10. AIM TRAINING ACADEMY MANYALETI 
    11. AIM TRAINING ACADEMY PHALABORWA 
    12. AKAF BODYGUARDS 
    13. AKHOLEKILE (PTY) LTD 
    14. ALUTE SA PTY LTD 
    15. ASIKHULUME SECURITY SERVICES 
    16. AVSCAN TRAINING PTY LTD BOKSBURG 
    17. BAKHOANA MANAGEMENT AND BUSINESS COLLEGE PTY LTD 
    18. BAMBILIZWE INVESTMENTS HOLDINGS 
    19. Bankam Security Services Cc 
    20. BEETEES CABS CC 
    21. BIGSCREEN SECURE SOLUTIONS 
    22. BITLINE SA 368 CC 
    23. BLACKEN SECURITY SERVICES 
    24. BOKAMOSO INSTITUTE OF SOUTH AFRICA 
    25. BOTHAKGA PROTECTION AND SECURITY HOLDINGS (PTY) LTD 
    26. BRIGHTSTAR SECURITY SERVICE AND CLEANING CC 
    27. BTC TRAINING AFRICA PTY LTD 
    28. BULCOF SECURITY AND CLEANING SERVICES 
    29. C G S CORPORATE SECURITY SERVICES PTY LTD 
    30. CALVARY ENTERPRISE 
    31. CAVE SECURITY AND TRAINING 
    32. CHILLIE CHILD BUSINESS CONSULTING 22 CC 
    33. COLLINS SEBOLA FINANCIAL SERVICES (PTY) 
    34. COUNTERINTELLIGENCE SAFETY AND SECURITY 
    35. DOUBLE OPTION TRADING 120 (PTY) LTD AND SECURITY TRAINING CENTRE 
    36. DYNAMIC ALTERNATIVES PTY LTD 
    37. E FOCUS ENTERPRISE (PTY) LTD 
    38. EEL PROTECTION SERVICES THEMBALUVHILO 
    39. EKHURHULENI SHOOTING AND TRAINING ACADEMY 
    40. ELASON PRO-ACTIVE SECURITY (PTY) LTD 
    41. EMC TRAINING AND CONSULTING (PTY) LTD 
    42. ENGIE SECURITY SERVICES TRAINING AND DEVELOPMENT CENTRE PTY LTD 
    43. FALCON FIREARM ACADEMY 
    44. FAST CATCH SECURITY AND TRAINING SERVICES CC 
    45. Fidelity Security Services 
    46. FIRMSTONE CONSULTING AND SECURITY ACADEMY 
    47. FORUM SEKURITEIT 
    48. GENESIS K9 GROUP (PTY) LTD 
    49. GINGIRIKANI SECURITY SERVICES CC 
    50. HLAESEKANI SECURITY SERVICES 
    51. HLUMA SECURITY SERVICES 
    52. IJABA INTERGRATED SECURITY SERVICES (PTY) LTD 
    53. Ikhwezi Training Institute (Pty) Ltd 
    54. IMVULA SKILLS DEVELOPMENT ACADEM Y 9PTY) LTD -DRBAN BRANCH 
    55. IMVULA SKILLS DEVELOPMENT ACADEMY 
    56. IMVULA SKILLS DEVELOPMENT ACADEMY (PTY) LTD CAPE TOWN BRANCH 
    57. INGELOSI TRADING 192 CC 
    58. INSTITUTE FOR PERSONAL CLOSE PROTECTION 
    59. ISASA SECURITY TRAINING CC 
    60. ITO FOCUS PHOLE 
    61. JJM SECURITY 
    62. JODIGYN (PTY) LTD 
    63. KEDISANG SECURITY 
    64. KNO SECURITY AND SUPPLY SERVICES (PTY) LTD 
    65. L AND L TRAINING 
    66. LAMS KWENA RESCUE 
    67. LEBZ PEKEDI CONSTRUCTION AND TRAIDING (PTY) LTD 
    68. Lesedi Security And Training Servic Es 
    69. LIFESHIELD HOME SECURITY AND PROJECTS PTY LTD 
    70. LUANAMETRADING ENTERPISE 
    71. LUFATINGE CONSTRUCTION AND GENERAL TRADING 
    72. MA SECURITY TRAINING AND PRIVATE INVESTIGATION 
    73. MABASO HOLDINGS 
    74. MADUNA PROTECTION SERVICES CC 
    75. MAHAMOTSA TRADING ENTERPRISE CC 
    76. MAS SAFE SECURITY CC 
    77. MASUTHA TRAINING AND SECURITY SERVICES 
    78. MATIM BUSINESS CONSULTANTS 
    79. MATIMBA SAFETY AND SECURITY (PTY) LTD 
    80. MAXIMUM NOTIONS PRIVATE INVESTIGATORS CC 
    81. MBUDZANA DZANGA TRADERS CONSTRUCTION AND SECURITY 
    82. MIDRAND TRAINING ACADEMY PTY LTD 
    83. MILITES DEI SECURITY SERVICES (PTY) LTD 
    84. MILLCREEK TRADING CC 
    85. MISHO''S INVETMENTS 
    86. MJAYELI SECURITY (PTY) LTD 
    87. MMASEBKO TRAINING SECURITY CENTRE 
    88. MOLAPO-MOTLE ENTERPRISES 
    89. MOLEMA GROUP HOLDINGS 
    90. MUSTEK UNLIMITED 
    91. NCEDA CLEANING AND SECURITY SERVICES 
    92. NDIVHUWO SECURITY TRAINING 
    93. NORTHERN GOURMET TRADERS AND SECURITY SERVICES CC 
    94. NS 64 BUSINESS ENTERPRISE 
    95. NU LAW FIREARMS COMPLIANCE 
    96. NYANDENI SECURITY SERVICES 
    97. PASE ADVANCED TRAINING CONCEPT PTY LTD 
    98. PHUMLA MANGWENIS TRADING AND PROJECTS PTY LTD 
    99. PIROT SECURITY SERVICES 
    100. POSEIDAN SECURITY SERVICE PTY LTD 
    101. PROTEA COIN GROUP (ASSETS IN TRANSIT AND ARMED REACTION) 
    102. PROTOCOL K9 PTY LTD 
    103. Quiver Security Services Cc 
    104. RAMAZWI SECURITY SERVICES CC 
    105. RISENGASECURITY TRAINING SERVICES 
    106. ROMULA BUSINESS ENTERPRISES T/A SIYAFUNDA SECURITY ACADEMY 
    107. SA PROTECTION AND SECURITY UNIT (PTY) LTD 
    108. SAHO INVESTMENT CC 
    109. SAKHI'SIZWE SECURITY SERVICES CC 
    110. SCOTTIE PROJECTS 
    111. SHALUZA PROTECTION FORCE CC 
    112. SHAMARIAH SECURITY AND TRAINING 
    113. SILWAYIPHI CLEANING SECURITY SERVICES 
    114. SIPHEFU BUSINESS SOLUTIONS (PTY) LTD 
    115. SIRIUS RISK MANAGEMENT (PTY) LTD 
    116. SIT INVESTMENT HOLDINGS 
    117. SIVA SECURITY SERVICES 
    118. SIYANIVIKELA SECURITY SERVICES 
    119. SNAP SOLUTIONS NETWX PTY LTD 
    120. SOLID PROTECTION SERVICES PTY LTD 
    121. SOUTH AFRICAN MARSHALL (PTY) LTD 
    122. SOUTH AFRICAN WING SECURITY CC 
    123. SSG Security Solutions Pty Ltd 
    124. STALLION LEARNING CENTRE PTY LTD 
    125. STALLION SECURITY PTY LTD WESTERN CAPE BRANCH 
    126. STRONG TRAINING ACADEMY THOHOYANDOU 
    127. TACKLE HOF TRADING 
    128. TACTICAL AND STRATEGIC SECURITY TRAINING 
    129. TACTICAL TASK FORCE AND TRAINING ACADEMY 
    130. TDP Enterprise and Projects (Pty) Ltd 
    131. THE BTC GROUP 
    132. THE LADY BOSS SECURITY SERVICES 
    133. THINETI SECURITY AND TRAINING 
    134. THINGA SECURITY TRAINING SERVICES CC 
    135. THIZRAM 
    136. THREEWAY CONSULTING 
    137. TITANCE BUSINESS ENTERPRISES 
    138. TLOTSOPARTNERS 
    139. TRIPPLE THREAT SECURITY SERVICES PTY LTD 
    140. TSHITHIKHO SUPPLY AND SECURITY CC 
    141. TT ROS BUSINESS ENTERPRISE 
    142. TZANEEN TRAINING CENTRE LIMPOPO 
    143. VETARAN SECURITY SERVICES 
    144. Vexlozone (Pty) Ltd 
    145. VHUDIKI SECURITY AND GENERAL SUPPLIER 
    146. VIMTSIRE SECURITY AND PROTECTION SERVICESS C C 
    147. VITAL SKILLS CC 
    148. VUTHELA AFRICA SECURITY SERVICES 
    149. WILLSHIR TRADING 
    150. WISE GUY ACADEMY (PTY) LTD 
    151. XONE CONTROL ROOM MANAGEMENT (PTY) LTD 
    152. ZERO TOLERANCE SECURITY 
    153. ZEVOLI 9 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.