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 Academy Pty Ltd 
    19. Atvance Institute (Pty) Ltd 
    20. Atvance Learning PTY LTD 
    21. AWRISE 
    22. Azania Academy 
    23. Bacom Computers 
    24. Balefile Trading and Services 
    25. Basadipele Skills Development and Training 
    26. Bavelile Consultants and Training Pty Ltd 
    27. BDCE (Pty) Ltd 
    28. Bells Technical College 
    29. Blue Ora Pty Ltd 
    30. Bonitas Unversity College 
    31. Brainwave Projects 1430 cc 
    32. Braune Training (Pty) Ltd 
    33. Bristol Training College 
    34. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    35. Cape Innovation Technology Initiative 
    36. Careers IT 
    37. City College 
    38. Claas Illustration 
    39. Clean Heat Academy 
    40. College Africa Group (Pty) Ltd 
    41. COLUMBUS TECHNOLOGIES PTY LTD 
    42. Comfortable Tech 
    43. Common Vision Young Specialist Trading cc 
    44. Competence computer and business management 
    45. Compus training institution 
    46. CSL Accountants 
    47. CTU Training Solutions 
    48. CYBAX SYSTEMS 
    49. CYBER-CITY IT SOLUTIONS 
    50. DAB Health Care Centre 
    51. Dee's Training (Pty) Ltd 
    52. Delight Computer Training 
    53. Dibana Business Consultants 
    54. Digital Media Arts College 
    55. Digital Paper (Pty) Ltd 
    56. DOGOODCIRCLE 
    57. DVG Media Training 
    58. DYNAMIC DNA (PTY) LTD 
    59. Dynamic Dyvention Trading and 
    60. EAST LONDON MANAGEMENT INSTITUTE 
    61. ED-U Options Academy 
    62. Edging Forward Training and Co 
    63. EHLANZENI TVET COLLEGE 
    64. Ekasi IT Solutions Centre 
    65. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    66. Elchees Software Solutions 
    67. Embroser Solutions Pty Ltd 
    68. Epitome Villa (Pty)Ltd 
    69. Eshybrand Pty Ltd 
    70. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    71. Finweb Business Consultancy 
    72. Forek Institute of Technology (Pty) Ltd 
    73. Foster-Melliar (Pty) Ltd 
    74. Four Stars Communication 
    75. Fourways Private College 
    76. Fullimput108 (Pty) Ltd 
    77. Future Africa Consulting t/a Future Africa Consulting & Training 
    78. Futurekids SA (Fochville) 
    79. Gabasega Consulting and Training Centre 
    80. Gauteng College of Engineering 
    81. GCABS 
    82. Genii Institute PTY LTD 
    83. Gijima Holdings (Pty) Ltd 
    84. Global Institute for Capacity 
    85. Godisang Development 
    86. Gold Class Group 
    87. Greenview Training and Development Skills Centre 
    88. Growth Management Consulting cc 
    89. Guest Resource Services 
    90. Gurandbuilt Management Development 
    91. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    92. Heartlines College 
    93. HILLCROSS BUSINESS SCHOOL (PTY 
    94. Hlanganani ICT (Pty) Ltd 
    95. Home of Compassion/Grace Ministries 
    96. HUAWEI Technologies Africa (PTY) LTD 
    97. iCollege College 
    98. Ikusasa Technology Solutions 
    99. Ikusasalethu Youth Development 
    100. iLearn Corporate Services PTY LTD 
    101. Impact Sourcing Academy - NPO 
    102. Information Technology Resource Centre 
    103. Ingomsotech Solutions and Trai 
    104. Initium 
    105. INSIGHTTECH COMMUNICATIONS Pty 
    106. Institutional Higher Education 
    107. intelliscient Technologies (Pty) Ltd 
    108. Isivande Projects 
    109. IT Academy 
    110. IT Labs Consulting 
    111. IT-HI-Q Training (PTY) Ltd 
    112. Ithemba IT Solution 
    113. ITI 
    114. Jeppe College of Commerce and 
    115. Johannesburg Institute of Engi 
    116. Jonda Learning Academy 
    117. K Boneng Consulting Services P 
    118. Keep The Dream 285 
    119. Kgolo Institute 
    120. King Sabata Dalindyebo TVET College 
    121. Kingswood Academy 
    122. KMT Training and Business Solutions 
    123. KT Mobile Services 
    124. Kundani Trading 
    125. KVR Training and Business Solutions 
    126. Lamus Training Academy 
    127. Learnfast Training Solutions ( 
    128. LEPHAILA PRINTERS 
    129. Lephalale Business & Technical 
    130. Leseding Computer Systems 
    131. LETAGO DEVELOPMENT CONSULTING 
    132. LIMPOPO COMPUTER COLLEGE BK 
    133. LINKINGNOTES 
    134. Loomee Group 
    135. LUPHINDI BUSINESS SOLUTIONS 
    136. Makhophila Training 
    137. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    138. Mapubo Consulting 
    139. Mash Computer Training 
    140. Matiwane Computer Networks (Pty) Ltd 
    141. MBOWA COLLEGE PTY LTD 
    142. Metanoia Ratings PTY LTD 
    143. Mmamohule General Traders 
    144. Mmanape Private Technical Coll 
    145. MMELA VILLAGE TECHNOLOGIES (PT 
    146. MND Training and Projects 
    147. Mogapi Education Group 
    148. MOKALENG IT 
    149. MORTERBOARD TRAINING SOLUTIONS 
    150. Mothusi Management Consultants 
    151. Moving Ahead Development Agenc 
    152. Mpande Technologies cc 
    153. MSC Business College 
    154. Mufuka Business and Technical 
    155. Multi Tech College 
    156. NBC Technologies 
    157. NCC - Vereeniging 
    158. Nchebeko Skills Consultancy (PTY) LTD 
    159. NCM Computer and Business Academy 
    160. Nela Kahle 80 cc 
    161. Nemja Security and Projects Pty Ltd 
    162. New Trend Computers cc 
    163. NEWDAY UNITED NPC 
    164. NEWLEIGH BUSINESS COLLEGE 
    165. Nkangala Skills Centre 
    166. Nolwazi Stem Education for The 
    167. Ntandokazi Holdings Pty Ltd 
    168. Nyankwavi Inverstment 
    169. Nyathela Business College 
    170. Olrich Home of Technology 
    171. OMNIVISION INSTITUTE 
    172. On the Ball College Pty ltd 
    173. OPELONG BUSINESS INSTITUTE (PT 
    174. Overcomers Training College (P 
    175. PACE Academia College (Pty) Lt 
    176. Pelican Training (Pty) Ltd 
    177. Petcon Capacity Building Solut 
    178. PHARMACY DEVELOPMENT ACADEMY PTY LTD 
    179. PHUTHUMA TEL PTY LTD 
    180. PLATINUM PEAK CONSULTING (PTY) LTD 
    181. Polokwane Technology Institute (Pty) Ltd 
    182. Pretoria Technical College 
    183. Priha Projects Pty Ltd 
    184. Progressive School of Business 
    185. Prophesy Training College (Pty) Ltd 
    186. PROSERV SA (PTY) LTD 
    187. QUALITATIVE INNOVATIVE SOLUTIONS 
    188. QUARPHIX (PTY) LTD 
    189. Rand Training College 
    190. Rasinkhu Investment (Pty) Ltd 
    191. Resisa Logistics cc 
    192. Revival Technologies and Academy 
    193. RHULLYS INNOVATIVE SKILLS TRAI 
    194. Richfield Graduate Institute of Technology Pty Ltd 
    195. Rivoni Training N Communicatio 
    196. Rofane Consulting 
    197. Rostec Technical FET College (Pty) Ltd 
    198. SA College of Technology (PTY) 
    199. Sabile Human Resources Consult 
    200. SANDM IT TRAINING (PTY) LTD 
    201. Silulo Ulutho Technologies 
    202. SM SAFETY AND TECHNICAL LEARNI 
    203. Sokwanya Trading (Pty) Ltd 
    204. South Africa Advanced Skills Institute(SAAI) 
    205. South African Business and Tec 
    206. Sparrow FET Enterprises (Pty) Ltd 
    207. Spears Business and Life Couch Consulting (Pty) Ltd 
    208. Spina Consultancy 
    209. SPLS Consultants (Pty) Ltd 
    210. Star Light Consulting 
    211. SUCCESS BUILDERS INTERNATIONAL CC 
    212. Success Christian Training Cen 
    213. Successors Training Institute 
    214. Supreme ICT Consultants 
    215. Synergy Transformation Solutio 
    216. Taal-Net Training Institute 
    217. Tau Ya Mariri Consulting 
    218. TBL Empowerment Hub 
    219. Tech-Com Solutions cc 
    220. Techtisa (pty) Ltd 
    221. Terry Computer Services cc 
    222. THE ED AGENCY 
    223. The Finishing College (Pty) Lt 
    224. THE SKILLS DEVELOPMENT CORPORA 
    225. Think Tank T2 (Pty) Ltd 
    226. Thubelihle Graduate Institute 
    227. Tinotel Communications 
    228. TIPP ACADEMY (PTY) LTD 
    229. Titan Trade Technologies 
    230. Tlatlana Trading (PTY) LTD 
    231. Tlou Foundation College 
    232. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    233. Triple Desire Trading & Projects 43 
    234. Tshiredo Training Academy 
    235. Tshwane College of Commerce an 
    236. Tsima Consulting Development S 
    237. TSP COLLEGE 
    238. Two Aces Learnerships 
    239. Ukwazi Academy and Corporate S 
    240. Urban Journey 
    241. Varsity Institute of Science & Technology (Pty)Ltd 
    242. Vastratech Pty) Ltd 
    243. Visionary Skill Academy 
    244. Vodacom (Pty) Ltd 
    245. VSS College (Pty) LTD 
    246. VUTHLARI MARKETING CONSULTING 
    247. Wavelengths Technology Training Institute 
    248. Wellinkwise Pty Ltd 
    249. Westrand Youth Development 
    250. Whitestone College 
    251. WORK SKILLS RESOURCES CC 
    252. Working Solution International 
    253. Xylo Trading 12 (Pty) Ltd 
    254. YAB Business Solutions (Pty)Ltd 
    255. YITRO INNOVATIONS 
    256. Yonet Training Academy 
    257. Youth Media Movement 
    258. ZA WIT (PTY) LTD 
    259. Zikode Development Trust 
    260. 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.