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: 

Deal with grievances 
SAQA US ID UNIT STANDARD TITLE
9264  Deal with grievances 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5 
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 learner should be able to deal with grievances fairly and effectively. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
`Display cultural awareness in dealing with customers and colleagues`;
`Communicate verbally`;
`Maintain effective working relationships with other members of staff`;
`Prepare written communications`. 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Define what the term "grievance" refers to. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 2 
    Explain the purpose of your organisation's grievance procedure. 
    OUTCOME RANGE 
    Individual's interests; company's interests. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 3 
    Explain the scope of application of the organisation's grievance procedure. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 4 
    Explain the importance of the proper administration and usage of the grievance procedure. 
    OUTCOME NOTES 
    Explain the importance of the proper administration and usage of the grievance procedure and the consequences if not properly dealt with. 
    OUTCOME RANGE 
    Consequences for the company; consequences for the employee. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 5 
    Explain the stages of the organisation's grievance procedure. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 6 
    Differentiate between a grievance hearing and a hearing for misconduct or incapacity. 
    OUTCOME NOTES 
    Differentiate between a grievance hearing and a hearing for misconduct or incapacity for poor work performance by describing the difference in the processes. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 7 
    Ensure the organisation's grievance procedure is effectively communicated to employees. 
    OUTCOME RANGE 
    Induction, regular briefing sessions, training. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 8 
    Ensure reasonable time limits are specified and mutually agreed upon by management and employee. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 9 
    Ensure the grievance process is carried out. 
    OUTCOME NOTES 
    Ensure the grievance process is carried out in accordance with organisational and legislative requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 10 
    Ensure the employee understands his/her right to be represented. 
    OUTCOME NOTES 
    Ensure the employee understands his/her right to be represented by a shop steward or a fellow employee of his/her choice. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 11 
    Attempt to resolve the grievance as fairly and speedily as possible. 
    OUTCOME NOTES 
    Attempt to resolve the grievance as fairly and speedily as possible, while ensuring all relevant facts have been obtained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 12 
    Ensure the immediate supervisor's authority is not undermined in the process. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 13 
    Ensure all relevant documentation is completed and forwarded to the relevant parties. 
    OUTCOME NOTES 
    Ensure all relevant documentation is completed and forwarded to the relevant parties, according to organisational requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 14 
    In the event of the grievance not being resolved, describe what further action could be taken. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 15 
    Explain how the grievance should be dealt with according to organisational requirements. 
    OUTCOME NOTES 
    Given that the grievance relates to a group of employees, (i.e. Collective grievance), explain how this should be dealt with according to organisational requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • This unit standard may be assessed in isolation. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

    2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

    3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

    4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated knowledge and understanding" is required. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others:
  • Ensure the organisation`s grievance procedure is effectively communicated to employees.
  • Ensure all relevant documentation is completed and forwarded to the relevant parties, according to organisational requirements.
  • Given that the grievance relates to a group of employees, (i.e. Collective grievance), explain how this should be dealt with according to organisational requirements. 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Personal Development - Participate as a responsible citizen:
  • Ensure the organisation`s grievance procedure is effectively communicated to employees.
  • Ensure the grievance process is carried out in accordance with organisational and legislative requirements.
  • Attempt to resolve the grievance as fairly and speedily as possible, while ensuring all relevant facts have been obtained.
  • Ensure the immediate supervisor`s authority is not undermined in the process. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Recommendations and Exemplars for the design of:

    Learning / Curriculum
  • Learning should include observing other managers/supervisors with grievances.
  • The learner should familiarise him/ her self with the LRA in terms of grievance procedures.
  • Potential exercise: Learner could practice dealing with a grievance in a simulated setup, providing supportive coaching and constructive feedback is given.
  • Potential project: Learner could be given the authority to supervise the handling of grievances in his area of responsibility.

    Performance systems
  • All line management should be capable of dealing with grievances effectively when required to do so. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  CATHSSETA 
    Fundamental  20415   National Certificate: Conservation Resource Guardianship  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2008-02-06  Was CATHSSETA until Last Date for Achievement 
    Elective  20414   National Diploma: Service Management  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 


    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.
     
    NONE 



    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.