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  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  61689   National Certificate: Community Water, Health and Sanitation Promotion  Level 2  NQF Level 02  Reregistered  2023-06-30  EWSETA 
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. ABEMS TRIANING INSTITUTE (PTY) LTD 
2. ALL CONNECTIONS TRAINING AND CONSTRUCTION (PTY) LTD 
3. AMBROSER SOLUTIONS (PTY) LTD 
4. Bikologix Projects 
5. BLUE POINTER ENERGY 
6. Buena Vista Learning Academy 
7. Cradle Stars Trading Enterprise 
8. ELASON PRO-ACTIVE SECURITY (PTY) LTD 
9. ELECTRICAL SKILLS PTY LTD 
10. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
11. ERGO MAPHELONG INSTITUTE (PTY) LTD 
12. ESKOM KOEBERG POWER STATION - MC&I TRADE TEST CENTRE 
13. Faranang Marketing 
14. Growth Management Consulting 
15. IALE School of Advanced Learning Education 
16. ILG & H 
17. Inafrica General Trading Pty LTD 
18. INFRASTRUCTURE CONSULTING ENGINEERS CC 
19. Izwelethu Black Diamond 
20. Josmap Training Institute 
21. KAGISHO BUSINESS CONCEPTS (Pty) LTD 
22. KOKANO PROJECTS PTY LTD 
23. Leap Projects 
24. LETZAA Group 
25. Lip Holding (pty) LTD 
26. Londimvelo Consultants 
27. Magumzane Traiding cc 
28. Makaota Training Consultants 
29. MAKHOKA SUPPLIERS (PTY) LTD 
30. Makhuba Development Projects CC 
31. Mamuhle Academy 
32. Masizakhe Leanerships cc 
33. Matsila Holdings 
34. Mbedvula Trust 
35. Mimosa Business Consultants 
36. Mind Magic Consulting 
37. MML Consulting CC. 
38. Monarch Training 
39. Mortarboard Training Solutions 
40. MPUMAMANZI ACADEMY (PTY) LTD 
41. MUHANGWENE DEVELOPMENT ENTERPRISE 
42. Myeza Trading Enterprise 
43. Nalengmokoni Investors (Pty) Ltd 
44. NDITSHE COMMUNITY DEVELOPMENT CONSULTANTS 
45. Netgrow Training Solutions 
46. Networx for Career Development 
47. NEW HOPE REVIVAL ORGANISATION 
48. NKANYEZI FOUNDATION 
49. NOKRAM (PTY) LTD 
50. NTANDOKAZI HOLDINGS (PTY) LTD 
51. NTEK PTY LTD 
52. PAKANYO TRADING CC 
53. Pioneer Business Consulting 
54. PIONEERS SKILLS DEVELOPMENT INSTITUTE 
55. PMA Holdings (PTY ) LTD. 
56. PRAXIS TRAINING AND CONSULTANCY (PTY) LTD 
57. Progressive School of Business and Engineering (Pty) 
58. PWI CORPORATE TRAINING PTY LTD 
59. RAMAZWI SECURITY SERVICES CC 
60. SEDIBENG MANAGEMENT SERVICES 
61. SETHIKE TRADING 
62. Siljeur Training Academy 
63. SIZA NESU TRAINING AND DEVELOPMENT 
64. South African ABET Development Agency SAADA 
65. South African Corporate Training Association 
66. South African Governance and Business College 
67. South West Gauteng College - Molapo Campus 
68. SOUTHERN AFRICAN YOUTH MOVEMENT 
69. Tachfin Holdings 
70. Talent Emporium Academy (PTY) Ltd 
71. TECHNICAL INTEGRATED SOLUTIONS (PTY) LTD 
72. Tembe Service Providers 
73. Thando Consulting Services 
74. The Crimson CO CC. 
75. Thothi Consulting 
76. Tloumogale Business Development & Consulting 
77. Tovani Traiding 299 
78. Umbuso Training Services 
79. Umfolozi FET College 
80. UNIVERSITY OF BUSINESS EXCELLENCE(PTY)LTD 
81. Vicmat Consultants 
82. VISIONARY SKILLS ACADEMY 
83. VMTN Training Consultancy 
84. XL AT Consulting CC 



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.