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 a range of customer complaints 
SAQA US ID UNIT STANDARD TITLE
252210  Handle a range of customer complaints 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  4 
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
10025  Handle a range of customer complaints  Level 4  NQF Level 04  4   

PURPOSE OF THE UNIT STANDARD 
The person credited with this unit standard will be able to identify customer complaints and assist in the solving of a problem while finding possible solutions. The learner will also be able to communicate effectively and provide practical business solutions.

The qualifying learner is capable of:
  • Identifying customer's problem.
  • Committing to solving the customer complaint.
  • Arranging correct planning and solution to the customer's problems.
  • Communicating with all stakeholders.
  • Providing practical business solutions. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard will have demonstrated competence in:
  • Communication at NQF Level 3 or equivalent.
  • Mathematical Literacy at NQF 3 or equivalent. 
    		•

    UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Standard applies to marketing management, customer management, marketing communications and marketing research.
  • Customers include walk-in customers, canvassed customers, and telephonically contacted customers, customers obtained through marketing communications, e-mail customers and customers contacted through electronic means. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the customer's problem. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The nature of the complaint is identified and assessed for level of severity. 

    ASSESSMENT CRITERION 2 
    The origin of the complaint is identified based on the customer's input. 

    ASSESSMENT CRITERION 3 
    Arrangements are made for the responsibility for the solving of the problem to be accepted by relevant individuals. 

    ASSESSMENT CRITERION 4 
    The problem is documented according to organisation requirements. 

    SPECIFIC OUTCOME 2 
    Commit to solving customer's complaint. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Commitment to resolve the complaint is demonstrated by correct individuals. 

    ASSESSMENT CRITERION 2 
    Company support for the individuals and the responsible for resolution is provided. 

    ASSESSMENT CRITERION 3 
    Up to date information about the complaint processing is supplied to the customer. 

    SPECIFIC OUTCOME 3 
    Arrange appropriate planning and solution to the customer's problems. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The appropriate solution for the solving of the customer's problems is identified. 

    ASSESSMENT CRITERION 2 
    Contact is maintained with all relevant stakeholders. 

    ASSESSMENT CRITERION 3 
    Correct solution is applied to the customer's complaint within the agreed timeframe. 

    SPECIFIC OUTCOME 4 
    Communicate with all stakeholders. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Relevant internal parties are notified of the complaint and its routing. 

    ASSESSMENT CRITERION 2 
    Immediate superior is notified of the customer's complaint for further action if escalation requires problem solving. 

    ASSESSMENT CRITERION 3 
    The customer is informed about the outcome and the progress of the solution. 

    SPECIFIC OUTCOME 5 
    Provide practical business solutions. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Appropriate partnership with the purpose of enhancement for the solution of the customer's problem is arranged. 

    ASSESSMENT CRITERION 2 
    The resolution of customer's complaint is used for relationship development and attraction of further sales. 


    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 
  • Company's complaint procedure systems.
  • Methods and techniques for communicating with stakeholders involved in customers complaints. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in the pursuit of solutions for customer 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 customer's complaint is obtained, recorded and used. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all customers and other stakeholders in the resolution of the customer's complaint. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that resolved complaints can lead to improved business in the line of sales. 

    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 10025, "Handle a range of customer complaints", Level 4, 4 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  80646   Further Education and Training Certificate: Beauty and Nail Technology  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Core  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  65989   Further Education and Training Certificate: Human Settlements Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CETA 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 


    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. Academy at Vaal Triangle (AVT 
    2. Affirmations Training 
    3. Africa Learn (Pty) Ltd 
    4. Afrika Tikkun NCC 
    5. Amilak Training Center 
    6. Atvance Institute (Pty) Ltd 
    7. Balefile Trading and Services 
    8. Basadipele Skills Development and Training 
    9. Bells Technical College 
    10. Brainwave Projects 1430 cc 
    11. Careers IT 
    12. College Africa Group (Pty) Ltd 
    13. Columbus Consulting Pty Ltd 
    14. Common Vision Young Specialist Trading cc 
    15. CSL Accountants 
    16. Dee's Training (Pty) Ltd 
    17. Delight Computer Training 
    18. EAST LONDON MANAGEMENT INSTITUTE 
    19. ED-U Options Academy 
    20. Ekasi IT Solutions Centre 
    21. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    22. Elchees Software Solutions 
    23. Eshybrand Pty Ltd 
    24. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    25. Finweb Business Consultancy 
    26. Foster-Melliar (Pty) Ltd 
    27. Fourways Private College 
    28. Futurekids SA (Fochville) 
    29. Global Institute for Capacity 
    30. HILLCROSS BUSINESS SCHOOL (PTY 
    31. Hlanganani ICT (Pty) Ltd 
    32. Ikusasalethu Youth Development Project NPC 
    33. iLearn Corporate Services PTY LTD 
    34. Information Technology Resource Centre 
    35. IT Academy 
    36. IT-HI-Q Training (PTY) Ltd 
    37. Jeppe College of Commerce and 
    38. K Boneng Consulting Services P 
    39. KT Mobile Services 
    40. LETAGO DEVELOPMENT CONSULTING 
    41. LIMPOPO COMPUTER COLLEGE BK 
    42. Loomee Group 
    43. Makhophila Training 
    44. Mash Computer Training 
    45. MBOWA COLLEGE PTY LTD 
    46. Metanoia Ratings PTY LTD 
    47. MMELA VILLAGE TECHNOLOGIES (PT 
    48. Mogapi Education Group (Pty) Ltd 
    49. Moving Ahead Development Agenc 
    50. Mpande Technologies cc 
    51. Mufuka Business and Technical 
    52. NBC Technologies 
    53. NCC - Vereeniging 
    54. Ntandokazi Holdings Pty Ltd 
    55. Nyathela Business College 
    56. On the Ball College Pty ltd 
    57. OPELONG BUSINESS INSTITUTE (PT 
    58. Polokwane Technology Institute (Pty) Ltd 
    59. Pretoria Technical College 
    60. Priha Projects Pty Ltd 
    61. Progressive School of Business 
    62. Prophesy Training College (Pty) Ltd 
    63. QUALITATIVE INNOVATIVE SOLUTIONS 
    64. QUARPHIX (PTY) LTD 
    65. Richfield Graduate Institute of Technology Pty Ltd 
    66. Rostec Technical FET College (Pty) Ltd 
    67. Sabile Human Resources Consult 
    68. SANDM IT TRAINING (PTY) LTD 
    69. Silulo Ulutho Technologies 
    70. Spears Business and Life Couch Consulting (Pty) Ltd 
    71. Spina Consultancy 
    72. SPLS Consultants (Pty) Ltd 
    73. SUCCESS BUILDERS INTERNATIONAL CC 
    74. SUPREME ICT CONSULTANTS 
    75. Techtisa (pty) Ltd 
    76. Terry Computer Services cc 
    77. The Finishing College (Pty) Lt 
    78. Think Tank T2 (Pty) Ltd 
    79. Titan Trade Technologies 
    80. Tlou Foundation College 
    81. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    82. TSP COLLEGE 
    83. Ukwazi Academy and Corporate S 
    84. Varsity Institute of Science & Technology (Pty)Ltd 
    85. Visionary Skill Academy 
    86. VSS College (Pty) LTD 
    87. Vukani Solutions 
    88. Wellinkwise Pty Ltd 
    89. Whitestone College 
    90. Xylo Trading 12 (Pty) Ltd 
    91. YITRO INNOVATIONS 
    92. Yonet Training Academy 
    93. ZA WIT (PTY) LTD 
    94. Zikode Development Trust 


    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.