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 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
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
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  Reregistered  2023-06-30  SERVICES 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Core  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  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  Reregistered  2023-06-30  W&RSETA 
    Elective  65989   Further Education and Training Certificate: Human Settlements Development  Level 4  NQF Level 04  Reregistered  2023-06-30  CETA 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  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. A4 Consultancy Pty Ltd 
    2. Academy at Vaal Triangle (AVT 
    3. Academy of Training and Allied Services Pty Ltd 
    4. Acorser Corporate & Business Consulting t/a Acorser Academy 
    5. Advanced Assessments and Train 
    6. Affirmations Training 
    7. Afrika Tikkun 
    8. All Nation Group Five Trading and Projects 
    9. Amadi Institute of Management And Technology (Pty) Ltd 
    10. Amilak Training Center 
    11. Angie Technologies 
    12. Answer The Call Skills ands En 
    13. APEXEA 
    14. ATTI (Advanced Technonogy Training Institute) 
    15. ATTI IT SOLUTIONS (Bloemfontei 
    16. ATTI Nelspruit Pty Ltd 
    17. Atvance Institute (Pty) Ltd 
    18. AWRISE 
    19. Bacom Computers 
    20. Balefile Trading and Services 
    21. Basadipele Skills Development and Training 
    22. Bavelile Consultants and Training Pty Ltd 
    23. Bells Technical College 
    24. Blue Ora Pty Ltd 
    25. Brainwave Projects 1430 cc 
    26. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    27. Cape Innovation Technology Initiative 
    28. Careers IT 
    29. City College 
    30. Claas Illustration 
    31. Clean Heat Academy 
    32. College Africa Group (Pty) Ltd 
    33. COLUMBUS TECHNOLOGIES PTY LTD 
    34. Comfortable Tech 
    35. Common Vision Young Specialist Trading cc 
    36. Compus training institution 
    37. CSL Accountants 
    38. CTU Training Solutions 
    39. CYBAX SYSTEMS 
    40. CYBER-CITY IT SOLUTIONS 
    41. DAB Health Care Centre 
    42. Dee's Training (Pty) Ltd 
    43. Delight Computer Training 
    44. Dibana Business Consultants 
    45. DVG Media Training 
    46. DYNAMIC DNA (PTY) LTD 
    47. Dynamic Dyvention Trading and 
    48. EAST LONDON MANAGEMENT INSTITUTE 
    49. ED-U Options Academy 
    50. Edging Forward Training and Co 
    51. EHLANZENI TVET COLLEGE 
    52. Ekasi IT Solutions Centre 
    53. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    54. Elchees Software Solutions 
    55. Embroser Solutions Pty Ltd 
    56. Epitome Villa (Pty)Ltd 
    57. Eshybrand Pty Ltd 
    58. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    59. Finweb Business Consultancy 
    60. Forek Institute of Technology (Pty) Ltd 
    61. Foster-Melliar (Pty) Ltd 
    62. Four Stars Communication 
    63. Fourways Private College 
    64. Fullimput108 (Pty) Ltd 
    65. Futurekids SA (Fochville) 
    66. GCABS 
    67. Genii Institute PTY LTD 
    68. Gijima Holdings (Pty) Ltd 
    69. Global Institute for Capacity 
    70. Godisang Development 
    71. Growth Management Consulting cc 
    72. Guest Resource Services 
    73. Gurandbuilt Management Development 
    74. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    75. HILLCROSS BUSINESS SCHOOL (PTY 
    76. Hlanganani ICT (Pty) Ltd 
    77. Home of Compassion/Grace Ministries 
    78. HUAWEI Technologies Africa (PTY) LTD 
    79. iCollege College 
    80. Ikusasa Technology Solutions 
    81. Ikusasalethu Youth Development 
    82. iLearn Corporate Services PTY LTD 
    83. Impact Sourcing Academy - NPO 
    84. Information Technology Resource Centre 
    85. Ingomsotech Solutions and Trai 
    86. INSIGHTTECH COMMUNICATIONS Pty 
    87. Institutional Higher Education 
    88. intelliscient Technologies (Pty) Ltd 
    89. Isivande Projects 
    90. IT Academy 
    91. IT Labs Consulting 
    92. IT-HI-Q Training (PTY) Ltd 
    93. Ithemba IT Solution 
    94. Jeppe College of Commerce and 
    95. Jonda Learning Academy 
    96. K Boneng Consulting Services P 
    97. Keep The Dream 285 
    98. Kgolo Institute 
    99. Kingswood Academy 
    100. KT Mobile Services 
    101. Kundani Trading 
    102. KVR Training and Business Solutions 
    103. Learnfast Training Solutions ( 
    104. Leseding Computer Systems 
    105. LETAGO DEVELOPMENT CONSULTING 
    106. LIMPOPO COMPUTER COLLEGE BK 
    107. LINKINGNOTES 
    108. Loomee Group 
    109. LUPHINDI BUSINESS SOLUTIONS 
    110. Makhophila Training 
    111. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    112. Mash Computer Training 
    113. MBOWA COLLEGE PTY LTD 
    114. Metanoia Ratings PTY LTD 
    115. Mmanape Private Technical Coll 
    116. MMELA VILLAGE TECHNOLOGIES (PT 
    117. MND Training and Projects 
    118. Mogapi Education Group 
    119. MOKALENG IT 
    120. MORTERBOARD TRAINING SOLUTIONS 
    121. Mothusi Management Consultants 
    122. Moving Ahead Development Agenc 
    123. Mpande Technologies cc 
    124. Mufuka Business and Technical 
    125. Multi Tech College 
    126. NBC Technologies 
    127. NCC - Vereeniging 
    128. New Trend Computers cc 
    129. Nkangala Skills Centre 
    130. Nolwazi Stem Education for The 
    131. Ntandokazi Holdings Pty Ltd 
    132. Nyankwavi Inverstment 
    133. Nyathela Business College 
    134. Olrich Home of Technology 
    135. On the Ball College Pty ltd 
    136. OPELONG BUSINESS INSTITUTE (PT 
    137. Overcomers Training College (P 
    138. Petcon Capacity Building Solut 
    139. PHARMACY DEVELOPMENT ACADEMY PTY LTD 
    140. PLATINUM PEAK CONSULTING (PTY) LTD 
    141. Polokwane Technology Institute (Pty) Ltd 
    142. Pretoria Technical College 
    143. Priha Projects Pty Ltd 
    144. Progressive School of Business 
    145. Prophesy Training College (Pty) Ltd 
    146. PROSERV SA (PTY) LTD 
    147. QUALITATIVE INNOVATIVE SOLUTIONS 
    148. QUARPHIX (PTY) LTD 
    149. Rand Training College 
    150. Rasinkhu Investment (Pty) Ltd 
    151. Resisa Logistics cc 
    152. Revival Technologies and Academy 
    153. Richfield Graduate Institute of Technology Pty Ltd 
    154. Rofane Consulting 
    155. Rostec Technical FET College (Pty) Ltd 
    156. SA College of Technology (PTY) 
    157. Sabile Human Resources Consult 
    158. SANDM IT TRAINING (PTY) LTD 
    159. Silulo Ulutho Technologies 
    160. Sokwanya Trading (Pty) Ltd 
    161. South Africa Advanced Skills Institute(SAAI) 
    162. Spears Business and Life Couch Consulting (Pty) Ltd 
    163. Spina Consultancy 
    164. SPLS Consultants (Pty) Ltd 
    165. SUCCESS BUILDERS INTERNATIONAL CC 
    166. Success Christian Training Cen 
    167. Supreme ICT Consultants 
    168. Synergy Transformation Solutio 
    169. Taal-Net Training Institute 
    170. Tau Ya Mariri Consulting 
    171. TBL Empowerment Hub 
    172. Tech-Com Solutions cc 
    173. Techtisa (pty) Ltd 
    174. Terry Computer Services cc 
    175. The Finishing College (Pty) Lt 
    176. THE SKILLS DEVELOPMENT CORPORA 
    177. Think Tank T2 (Pty) Ltd 
    178. Tinotel Communications 
    179. TIPP ACADEMY (PTY) LTD 
    180. Titan Trade Technologies 
    181. Tlou Foundation College 
    182. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    183. Tshiredo Training Academy 
    184. Tshwane College of Commerce an 
    185. Tsima Consulting Development S 
    186. TSP COLLEGE 
    187. Two Aces Learnerships 
    188. Ukwazi Academy and Corporate S 
    189. Urban Journey 
    190. Varsity Institute of Science & Technology (Pty)Ltd 
    191. Vastratech Pty) Ltd 
    192. Visionary Skill Academy 
    193. Vodacom (Pty) Ltd 
    194. VSS College (Pty) LTD 
    195. VUTHLARI MARKETING CONSULTING 
    196. Wavelengths Technology Training Institute 
    197. Wellinkwise Pty Ltd 
    198. Whitestone College 
    199. WORK SKILLS RESOURCES CC 
    200. Working Solution International 
    201. Xylo Trading 12 (Pty) Ltd 
    202. YAB Business Solutions (Pty)Ltd 
    203. YITRO INNOVATIONS 
    204. Yonet Training Academy 
    205. Youth Media Movement 
    206. ZA WIT (PTY) LTD 
    207. Zikode Development Trust 
    208. ZJ Africa Learn 


    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.