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: 

Supervise customer service standards 
SAQA US ID UNIT STANDARD TITLE
118028  Supervise customer service standards 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  8 
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 does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended for people who supervise service standards in wholesale and retail stores. Persons credited with this standard can select from a wide choice of procedures ranging from standard to non-standard. They are responsible for the achievement of group output.

Persons credited with this unit standard will be able to identify areas of service impact, analyse existing service standards and compare them to organisational service requirements. They will also be able to draw up and implement action plans to improve service standards. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learners has completed Grade 12 or equivalent before attempting this unit standard. 

UNIT STANDARD RANGE 
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Implement customer service standards in accordance with the prescribed organisational requirements. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    "Moments of truth" are explained based on their impact on customer impressions. 
    ASSESSMENT CRITERION RANGE 
    "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
     

    ASSESSMENT CRITERION 2 
    Service standards are identified as required by the organisation. 

    ASSESSMENT CRITERION 3 
    Service standards are evaluated in terms of existing service delivery. 

    ASSESSMENT CRITERION 4 
    A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

    SPECIFIC OUTCOME 2 
    Improve customer service standards. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    An action plan to improve service standards is developed within the constraints and priorities of the organisation. 

    ASSESSMENT CRITERION 2 
    The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

    ASSESSMENT CRITERION 3 
    The success of the action plan is evaluated and adapted according to identified requirements. 

    SPECIFIC OUTCOME 3 
    Oversee the handling of customer queries and complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The procedures for handling queries and complaints are explained according to organisation's policy and procedures. 

    ASSESSMENT CRITERION 2 
    The handling of queries and complaints is monitored and evaluated against the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Moderation:

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • The areas falling within the term "moments of truth".
  • Organisation's service standards.
  • Organisational procedure for handling customer queries and complaints.
  • How to compile action plans. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 
    		•

    UNIT STANDARD CCFO WORKING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

    Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 3: Oversee the handling of customer queries and complaints.

    Assessment Criteria:
  • The procedures for handling queries and complaints are explained according to organisation's policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation's requirements.
  • Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 
    		•

    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 
    Moment of truth in this unit standard refers to any moment where the customer forms an impression as to the service levels and image of the organisation. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50309   Further Education and Training Certificate: Environmental Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    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 
    Elective  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  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 


    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. 42020 VISION TRAINING AND CONSULTING (PTY) LTD 
    2. A.S.A.P Training And Consulting 
    3. A4 Consultancy Cc 
    4. Aba Sebenzi 
    5. Abems Training Institute (Pty) Ltd. 
    6. Altec Training And Consulting 
    7. Amangile Academy (Pty) Ltd 
    8. Amazibuko Business Solutions 
    9. Amusa Consulting 
    10. Apex Business Academy (Pty) Ltd 
    11. Asiphokuhle Training And Research Institute 
    12. Assured Vocational Skills Institute 
    13. Atlegang Training Consulting 
    14. AURECON TRAINING ACADEMY 
    15. Avax Sa 481 Cc. T/A Mandisa Development Services 
    16. Avenida (Pty) Ltd 
    17. Azitjhewi Construction 
    18. Bantubanye Skills 
    19. Basiea Development And Training 
    20. Batla Gorona Trading Enterprise 
    21. Bazalwane Business Partners 
    22. Bembani Group 
    23. Big Start Training And Development 
    24. Bikologix Projects 
    25. Bo Support Services Cc 
    26. Boikgantsho Consulting & Events 
    27. Bright Ideas Training 
    28. Business Intelligence And Governance 
    29. C College 
    30. Camblish Training Institute (Pty) Ltd 
    31. Cape Peninsula University of Technology 
    32. Capricon Training Consultants cc 
    33. Capricorn College for TVET 
    34. Career Builders Academy Pty Ltd 
    35. Central Bridge Trading 109 
    36. Commitech Consulting 
    37. Concord College Mulbarton 
    38. Continuing Education Programme 
    39. Cradle Stars Trading Enterprise 
    40. Cymbol Consulting(Pty) Ltd. 
    41. CYPRESS CREEK INVESTEMENTS 68 
    42. D and D Lwazi Renaissance Research and Development Institute 
    43. Danearl (Pty) Ltd 
    44. Dean Institute Of Learning (Pty) Ltd 
    45. Deltasheq 
    46. Ditirelo Skills Development Services 
    47. Ditlou Solutions 
    48. DotCentre Business Consulting 
    49. Durban Business College 
    50. E Mali Outsourcing Cc 
    51. Edutraining Business College 
    52. Ekurhuleni West Public FET College - Germiston Campus 
    53. Elangeni Consulting 
    54. Elangeni Consulting (PTY) LTD 
    55. Elective Training Institute Enterprise Cc 
    56. Elgin Community College 
    57. Enp Holdings (Pty) Ltd 
    58. Enviro Mobi Pty Ltd 
    59. Environmental Leadership Academy 
    60. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
    61. Escon 
    62. Essential Skills 
    63. Eukon Engineering And Projects 
    64. Falcon Business Institute (Pty) Ltd 
    65. Future Discovery Training Academy 
    66. Gaegolelwe Consultancy (Pty) Ltd 
    67. Gauteng City College 
    68. Gauteng City Region Academy (GCRA) 
    69. Giamanje Tvet College 
    70. Glere Skills And Consultants 
    71. Glo Leb Training & Development 
    72. Globalmark 
    73. Globalwise Training & Consulting (Pty) Ltd. 
    74. Gns Enterprise 
    75. Godonga Shakaneng 
    76. Goitsikitso Enterprise Trading 
    77. Gravitazz Consulting 
    78. Green Champion Day Care Centre 
    79. Growth Management Consulting 
    80. HCI Skills Training Pty Ltd 
    81. Heavenly Button Trading Cc 
    82. Higher Grade Solutions 
    83. Hilmark Trading (Pty) Ltd 
    84. Hlanganani ICT (Pty) Ltd 
    85. Honnetsweng Trading Enterprises (Pty) Ltd 
    86. HR Consultancy and Learning (Pty) Ltd 
    87. Icando 
    88. ICollege Pty Ltd 
    89. Ikwanda International Trading (Pty) Ltd 
    90. Inafrica General Trading Pty Ltd 
    91. Independent Development Trust 
    92. Innercity Training Institute (Pty) Ltd 
    93. Innovative Shared Services 
    94. Innovative Technology Design 
    95. Inqaba Yokulinda Youth Organisation 
    96. Institute For Local Government And Housing 
    97. Institute Of Cooperatives And Community Economic Development 
    98. Institute of Health and Social Care Studies 
    99. Integrated Waste And Recycling Services(Iwars) 
    100. Isiphephelo Consultants 
    101. Ithemba Community Development 
    102. Ito Focus Reagile 
    103. Itumeleng Wellness Solutions 
    104. Izwelethu Black Diamond 
    105. Jabukile Consultancy 
    106. Jerisi Development Propeller Npc 
    107. Jet Energy South Africa 
    108. Jobafrik Consulting 
    109. Jofeca Business Development 
    110. Josmap Training Institute 
    111. Jrt3 Jobcreation Rehabilitation Through Training And Technology (Pty) Ltd 
    112. Kagisho Business Concepts (Pty) Ltd 
    113. Kalideen Investment T/A Kalvest 
    114. KALIDEEN MANAGEMENT SERVICES 
    115. Kay Beez Development Projects 
    116. Kenmab Training Centre 
    117. Keptel 
    118. Kgakishe Trading And Projects (Pty) Ltd 
    119. Kgotla Trading Enterprise 
    120. Khantsha Projects Npc 
    121. Khehli Institute 
    122. KHOSITHI TRAINING 
    123. Khubiso Enterprise (Pty) Ltd 
    124. Khula Nonke Training & Development 
    125. Khulani Skills Development Centre 
    126. Khumba Energy 
    127. Kn Business Solutions 
    128. Kutlwa Consultancy 
    129. Kuyakhula Development Initiatives 
    130. KZN Business Training Centre 
    131. Lapa La Afrika Farming And Projects 
    132. LEGAL EAGLES ACADEMY 
    133. Lekopani Training Institute 
    134. Leronsa Trading Enterprise 
    135. Letlhokoa Management Services Cc 
    136. Letzaa Group 
    137. Lewerb Holdings (Pty) Ltd 
    138. Lih Consulting And Projects 
    139. Limsa Training Institute 
    140. Lindasande General Trading 
    141. Londimvelo Consultants 
    142. Loomee Group 
    143. Lorpen Investments 
    144. Lumiere Holdings 
    145. M Tech Training Consultants 
    146. M.I.C. Training And Development 
    147. Mabuya Amahle Trading 
    148. Machabelele Associates 
    149. Magnico Products (Pty) Ltd 
    150. Makaota Training Consultants 
    151. Makavila Suppliers Cc. 
    152. Makhuba Development Projects CC 
    153. Malizana Projects CC 
    154. Mamuhle Academy 
    155. Mangalani Business Enterprises 
    156. Marcado Human Resources Strategies 
    157. Mashmp Holdings 
    158. Mashphe Logistics Services 
    159. MASM Trading Enterprise (Pty) Ltd 
    160. Masnas 
    161. Mcebo Technologies 
    162. Mementos Training Pty Ltd 
    163. MGM Training & Consulting 
    164. Mgwezane Training And Events Management Cc. 
    165. Miczo'S Enterprise 
    166. Milzet Holdings (Pty) Ltd 
    167. Mimosa Business Consultants 
    168. Mind Magic Consulting 
    169. Mintirho Development Services 
    170. Mission Point Consulting 
    171. Mmanape Private Technical College Pty Ltd 
    172. Mml Consulting Cc. 
    173. Mod-Mosh Projects And Consulting (Pty) Ltd 
    174. Mogapi Education Group (Pty) Ltd 
    175. Mohlaje Solutions (Pty) Ltd 
    176. Mortarboard Training Solutions 
    177. Mothusi Management Consultants 
    178. Moving Ahead Development Agenc 
    179. Mpeza Training And Development Specialist 
    180. MTHENGENYA & ASSOCIATES 
    181. Muhangwene Development Enterprise 
    182. MUNICIPALITY INFRASTRUCTURE SOLUTIONS 
    183. Nalengmokoni Investors (Pty) Ltd 
    184. Nativah Energy Group Pty Ltd 
    185. Nedtex73 
    186. Nemalale Eagles Consultancy Cc 
    187. New Hope Revival Organisation 
    188. Ngm Skills Transfer 
    189. Nj & L Trading Enterprise Cc. 
    190. Nkinane Trading Enterprise 
    191. Nokusho M Consulting And Trading 
    192. NOMAKU TRADERS CC 
    193. Nonunu Projects 
    194. Ns Global Academy 
    195. Ntsangalala Business Enterprise 
    196. Ntsime Financial Consulting 
    197. Nyankwavi Investment Cc. 
    198. Optimum Learning Technologies (Pty) Ltd 
    199. Pbm Solutions 
    200. Pebetse Training And Consulting 
    201. Peta Attorneys Incorporation 
    202. Petra Institute of Development 
    203. Peuneo Training (Pty) Ltd 
    204. Pfim Trading (Pty) Ltd 
    205. Pioneer Business Consulting 
    206. PM SPECIALIZED TRAINING SERVICES 
    207. Pma Holdings (Pty ) Ltd. 
    208. Power Rush Trading 170 Cc. 
    209. Prior Learning Centre 
    210. Progressive School Of Business And Engineering (Pty) 
    211. Ptdev (Pty) Ltd 
    212. QUALITATIVE INNOVATIVE SOLUTIONS 
    213. Quick Leap Investment 
    214. Quiver Skills Institute 
    215. Rand International Management and Training Consultants (Pty) Ltd 
    216. Rasinkhu Investments 
    217. Reflections Development Institute 
    218. Remo Holdings Pty Ltd 
    219. Rmcii Solutions (Pty) Ltd 
    220. Rostec Technical FET College (Pty) Ltd 
    221. Sakhisisizwe Projects 
    222. Sanctus Holdings Pty Ltd 
    223. Seige Trading Solutions 
    224. Senelo Trading Cc 
    225. SEOPOSENGOE TRAINING CONSULTANCY CC 
    226. Sf Consulting Engineers 
    227. Shirs Vision Compleadev (Pty) Ltd 
    228. Siljeur Training Academy 
    229. Simangasentso Enterprise 
    230. Simba Skills Consultants 
    231. Simtho Investments (Pty) Ltd 
    232. Sinokuhle Konke Trading Enterprise 
    233. Siza Nesu Training And Consultants 
    234. Skill Tech Solutions Pty Ltd 
    235. Skills Fly Consulting Group Pty Ltd 
    236. Slj Consultants 
    237. Smartkip 
    238. Sobengmo Mining Services 
    239. SOUTH AFRICA ADVANCED SKILLS INSTITUTE 
    240. South African Institute of Learning (SAIL) 
    241. South African Abet Development Agency Saada 
    242. South African Advanced Skills Institute 
    243. South African Business and Technology Institute 
    244. South West Gauteng TVET College 
    245. SOUTHERN AFRICAN YOUTH MOVEMENT 
    246. Spectrium 
    247. Spring Forest Trading 578 Cc 
    248. Starplex 489 cc 
    249. Swaranang Management Consulting Cc 
    250. Talent Centre Training 
    251. Talent Emporium Academy (PTY) Ltd 
    252. Tanosa Trading CC 
    253. Tashie Holdings 
    254. Tc Skills Development & Training Centre 
    255. Teemil Safety Health And Environmental Consultants Pty Ltd 
    256. Tembe Service Providers 
    257. Thabelanang Trading Enterprise 
    258. Thando Consulting Services 
    259. The Crimson Co Cc. 
    260. THE GMC GROUP PTY LTD 
    261. The Green Affairs Consulting 
    262. Thembeni Skills Development Trading And Projects 
    263. Thobologo Training And Education Group 
    264. Thubelihle Graduate Institute 
    265. Thusanang Skills & Training 
    266. Thuto Lere Community Empowerment Programme 
    267. Timothy Fasheun Group Enviromentors (Pty) Ltd 
    268. Tippinggate Business Solutions (Pty) Ltd 
    269. Tlaletso Consultants 
    270. Tld Consulting 
    271. Tlotlangthuto Training & Consulting 
    272. Tmp Training And Development 
    273. Tonex Management Solutions 
    274. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    275. Tradesman Consulting And Training Solutions 
    276. Trainers without Borders 
    277. Training At Work (Pty) Ltd 
    278. Transafric Consulting Pty Ltd 
    279. TRENTSTONE COLLEGE 
    280. Tru-ThoughtsTrading and Projects 
    281. Tsebong Training Centre 
    282. Tshamutengu General Trading Cc. 
    283. Tshepang Consulting & Project 
    284. Tshwane College of Commerce and Computer Studies 
    285. Tshwane Skills Training Centre 
    286. Tshwane Training Institute (Pty) Ltd. 
    287. TSK Projects(PTY)LTD 
    288. Tuns Trading And Projects (Pty) Ltd 
    289. Twin Peak Technologies 
    290. TWINMARK STRATEGY AND MANAGEMENT CONSULTANTS 
    291. Ubuqhawe Consulting (Pty) Ltd 
    292. Ukhamba Quality Skills 
    293. Umbuso Training Services 
    294. Umfolozi FET College 
    295. Umqondo Business College 
    296. University Of Intellectual Excellence (Pty)Ltd 
    297. University of Venda 
    298. Unlimited Potential Investments 
    299. Ursivox Interactive Systems 
    300. Valambya Training and Business College (Pty) Ltd 
    301. Varsity Institute of Science & Technology (Pty)Ltd 
    302. Vhutshilo Health And Training Organisation 
    303. Vicmat Consultants 
    304. VSL General Trading 
    305. VSS College (Pty) LTD 
    306. Vumilia Africa Group 
    307. Vutivi Training and Skills Development 
    308. Wbs Group 
    309. WEINVEST INVESTMENT CC 
    310. Wildlife and Enviroment Society of South Africa 
    311. WMD Civils Pty Ltd 
    312. World Pace Development And Training Institute 
    313. Xl At Consulting Cc 
    314. Ya Hina Management Consulting And Projects 
    315. Zerben Management Solutions 


    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.