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 
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   

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. Afric Training Centre and Security Studies PTY LTD 
    8. Afrika Tikkun 
    9. All Nation Group Five Trading and Projects 
    10. Amadi Institute of Management And Technology (Pty) Ltd 
    11. Amilak Training Center 
    12. Angie Technologies 
    13. Answer The Call Skills ands En 
    14. APEXEA 
    15. ATTI (Advanced Technonogy Training Institute) 
    16. ATTI IT SOLUTIONS (Bloemfontei 
    17. ATTI Nelspruit Pty Ltd 
    18. Atvance Institute (Pty) Ltd 
    19. AWRISE 
    20. Azania Academy 
    21. Bacom Computers 
    22. Balefile Trading and Services 
    23. Basadipele Skills Development and Training 
    24. Bavelile Consultants and Training Pty Ltd 
    25. BDCE (Pty) Ltd 
    26. Bells Technical College 
    27. Blue Ora Pty Ltd 
    28. Bonitas Unversity College 
    29. Brainwave Projects 1430 cc 
    30. Braune Training (Pty) Ltd 
    31. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    32. Cape Innovation Technology Initiative 
    33. Careers IT 
    34. City College 
    35. Claas Illustration 
    36. Clean Heat Academy 
    37. College Africa Group (Pty) Ltd 
    38. COLUMBUS TECHNOLOGIES PTY LTD 
    39. Comfortable Tech 
    40. Common Vision Young Specialist Trading cc 
    41. Competence computer and business management 
    42. Compus training institution 
    43. CSL Accountants 
    44. CTU Training Solutions 
    45. CYBAX SYSTEMS 
    46. CYBER-CITY IT SOLUTIONS 
    47. DAB Health Care Centre 
    48. Dee's Training (Pty) Ltd 
    49. Delight Computer Training 
    50. Dibana Business Consultants 
    51. DOGOODCIRCLE 
    52. DVG Media Training 
    53. DYNAMIC DNA (PTY) LTD 
    54. Dynamic Dyvention Trading and 
    55. EAST LONDON MANAGEMENT INSTITUTE 
    56. ED-U Options Academy 
    57. Edging Forward Training and Co 
    58. EHLANZENI TVET COLLEGE 
    59. Ekasi IT Solutions Centre 
    60. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    61. Elchees Software Solutions 
    62. Embroser Solutions Pty Ltd 
    63. Epitome Villa (Pty)Ltd 
    64. Eshybrand Pty Ltd 
    65. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    66. Finweb Business Consultancy 
    67. Forek Institute of Technology (Pty) Ltd 
    68. Foster-Melliar (Pty) Ltd 
    69. Four Stars Communication 
    70. Fourways Private College 
    71. Fullimput108 (Pty) Ltd 
    72. Future Africa Consulting t/a Future Africa Consulting & Training 
    73. Futurekids SA (Fochville) 
    74. Gabasega Consulting and Training Centre 
    75. Gauteng College of Engineering 
    76. GCABS 
    77. Genii Institute PTY LTD 
    78. Gijima Holdings (Pty) Ltd 
    79. Global Institute for Capacity 
    80. Godisang Development 
    81. Gold Class Group 
    82. Growth Management Consulting cc 
    83. Guest Resource Services 
    84. Gurandbuilt Management Development 
    85. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    86. HILLCROSS BUSINESS SCHOOL (PTY 
    87. Hlanganani ICT (Pty) Ltd 
    88. Home of Compassion/Grace Ministries 
    89. HUAWEI Technologies Africa (PTY) LTD 
    90. iCollege College 
    91. Ikusasa Technology Solutions 
    92. Ikusasalethu Youth Development 
    93. iLearn Corporate Services PTY LTD 
    94. Impact Sourcing Academy - NPO 
    95. Information Technology Resource Centre 
    96. Ingomsotech Solutions and Trai 
    97. INSIGHTTECH COMMUNICATIONS Pty 
    98. Institutional Higher Education 
    99. intelliscient Technologies (Pty) Ltd 
    100. Isivande Projects 
    101. IT Academy 
    102. IT Labs Consulting 
    103. IT-HI-Q Training (PTY) Ltd 
    104. Ithemba IT Solution 
    105. ITI 
    106. Jeppe College of Commerce and 
    107. Jonda Learning Academy 
    108. K Boneng Consulting Services P 
    109. Keep The Dream 285 
    110. Kgolo Institute 
    111. King Sabata Dalindyebo TVET College 
    112. Kingswood Academy 
    113. KMT Training and Business Solutions 
    114. KT Mobile Services 
    115. Kundani Trading 
    116. KVR Training and Business Solutions 
    117. Lamus Training Academy 
    118. Learnfast Training Solutions ( 
    119. LEPHAILA PRINTERS 
    120. Leseding Computer Systems 
    121. LETAGO DEVELOPMENT CONSULTING 
    122. LIMPOPO COMPUTER COLLEGE BK 
    123. LINKINGNOTES 
    124. Loomee Group 
    125. LUPHINDI BUSINESS SOLUTIONS 
    126. Makhophila Training 
    127. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    128. Mash Computer Training 
    129. Matiwane Computer Networks (Pty) Ltd 
    130. MBOWA COLLEGE PTY LTD 
    131. Metanoia Ratings PTY LTD 
    132. Mmanape Private Technical Coll 
    133. MMELA VILLAGE TECHNOLOGIES (PT 
    134. MND Training and Projects 
    135. Mogapi Education Group 
    136. MOKALENG IT 
    137. MORTERBOARD TRAINING SOLUTIONS 
    138. Mothusi Management Consultants 
    139. Moving Ahead Development Agenc 
    140. Mpande Technologies cc 
    141. Mufuka Business and Technical 
    142. Multi Tech College 
    143. NBC Technologies 
    144. NCC - Vereeniging 
    145. Nchebeko Skills Consultancy (PTY) LTD 
    146. Nemja Security and Projects Pty Ltd 
    147. New Trend Computers cc 
    148. NEWDAY UNITED NPC 
    149. Nkangala Skills Centre 
    150. Nolwazi Stem Education for The 
    151. Ntandokazi Holdings Pty Ltd 
    152. Nyankwavi Inverstment 
    153. Nyathela Business College 
    154. Olrich Home of Technology 
    155. On the Ball College Pty ltd 
    156. OPELONG BUSINESS INSTITUTE (PT 
    157. Overcomers Training College (P 
    158. Petcon Capacity Building Solut 
    159. PHARMACY DEVELOPMENT ACADEMY PTY LTD 
    160. PLATINUM PEAK CONSULTING (PTY) LTD 
    161. Polokwane Technology Institute (Pty) Ltd 
    162. Pretoria Technical College 
    163. Priha Projects Pty Ltd 
    164. Progressive School of Business 
    165. Prophesy Training College (Pty) Ltd 
    166. PROSERV SA (PTY) LTD 
    167. QUALITATIVE INNOVATIVE SOLUTIONS 
    168. QUARPHIX (PTY) LTD 
    169. Rand Training College 
    170. Rasinkhu Investment (Pty) Ltd 
    171. Resisa Logistics cc 
    172. Revival Technologies and Academy 
    173. Richfield Graduate Institute of Technology Pty Ltd 
    174. Rivoni Training N Communicatio 
    175. Rofane Consulting 
    176. Rostec Technical FET College (Pty) Ltd 
    177. SA College of Technology (PTY) 
    178. Sabile Human Resources Consult 
    179. SANDM IT TRAINING (PTY) LTD 
    180. Silulo Ulutho Technologies 
    181. Sokwanya Trading (Pty) Ltd 
    182. South Africa Advanced Skills Institute(SAAI) 
    183. South African Business and Tec 
    184. Sparrow FET Enterprises (Pty) Ltd 
    185. Spears Business and Life Couch Consulting (Pty) Ltd 
    186. Spina Consultancy 
    187. SPLS Consultants (Pty) Ltd 
    188. Star Light Consulting 
    189. SUCCESS BUILDERS INTERNATIONAL CC 
    190. Success Christian Training Cen 
    191. Supreme ICT Consultants 
    192. Synergy Transformation Solutio 
    193. Taal-Net Training Institute 
    194. Tau Ya Mariri Consulting 
    195. TBL Empowerment Hub 
    196. Tech-Com Solutions cc 
    197. Techtisa (pty) Ltd 
    198. Terry Computer Services cc 
    199. THE ED AGENCY 
    200. The Finishing College (Pty) Lt 
    201. THE SKILLS DEVELOPMENT CORPORA 
    202. Think Tank T2 (Pty) Ltd 
    203. Thubelihle Graduate Institute 
    204. Tinotel Communications 
    205. TIPP ACADEMY (PTY) LTD 
    206. Titan Trade Technologies 
    207. Tlou Foundation College 
    208. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    209. Tshiredo Training Academy 
    210. Tshwane College of Commerce an 
    211. Tsima Consulting Development S 
    212. TSP COLLEGE 
    213. Two Aces Learnerships 
    214. Ukwazi Academy and Corporate S 
    215. Urban Journey 
    216. Varsity Institute of Science & Technology (Pty)Ltd 
    217. Vastratech Pty) Ltd 
    218. Visionary Skill Academy 
    219. Vodacom (Pty) Ltd 
    220. VSS College (Pty) LTD 
    221. VUTHLARI MARKETING CONSULTING 
    222. Wavelengths Technology Training Institute 
    223. Wellinkwise Pty Ltd 
    224. Westrand Youth Development 
    225. Whitestone College 
    226. WORK SKILLS RESOURCES CC 
    227. Working Solution International 
    228. Xylo Trading 12 (Pty) Ltd 
    229. YAB Business Solutions (Pty)Ltd 
    230. YITRO INNOVATIONS 
    231. Yonet Training Academy 
    232. Youth Media Movement 
    233. ZA WIT (PTY) LTD 
    234. Zikode Development Trust 
    235. 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.