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: 

Address defaulting customer accounts and control bad debts 
SAQA US ID UNIT STANDARD TITLE
118044  Address defaulting customer accounts and control bad debts 
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  10 
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 
A person credited with this Unit Standard is able to demonstrate their ability to address defaulting accounts and manage bad debts related to credit given to customers/staff for the purposes of purchasing against a store card or other account held by the retail or wholesale outlet. The account holder becomes a debtor. Any other form of debt is included in the ambit of the Unit Standard. The learner assessing this Unit Standard is normally in a supervisory position.

The qualifying Learner is able to:
  • Address defaulting account facilities extended to customers/staff of a retail or wholesale outlet.
  • Identify potential defaulters and take appropriate action.
  • Negotiate payment commitments and supervise follow-up thereof.
  • Monitor bad debt in a retail or wholesale outlet.
  • Implement policies and procedures to control credit extended to customers/staff.
  • Work towards targets and service standards.
  • Supervise staff with lower responsibility levels in these areas.
  • Monitor performance of team members.
  • Report on issues in these areas. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The Learner undertaking this Unit Standard must have:
  • Demonstrated competence against the relevant Unit Standards at NQF Levels 2 and/or 3, either through a previous qualification or through RPL, which assesses workplace based experiential learning.
  • An understanding of wholesale & retail practices.
  • Competence in communication skills at NQF Level 4 or equivalent.
  • Competency in numeracy and/or mathematics at NQF Level 4 or equivalent. 
    		•

    UNIT STANDARD RANGE 
    Although the person accessing this Unit Standard may be responsible for controlling credit administration, as well as general supervisory and/or managerial activities, this Unit Standard does not deal with these functions. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Monitor the performance of team members addressing defaulting accounts and/or dealing with bad debts. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Performance of team members who interact with account holders and/or outside agencies is monitored according to company policy, procedure and standards. 

    ASSESSMENT CRITERION 2 
    Performance plans, learning needs and coaching can be implemented to improve service standards by individuals or teams. 

    ASSESSMENT CRITERION 3 
    Interaction with account holders and/or outside agencies is evaluated in terms of company policy, procedure and standards. 

    SPECIFIC OUTCOME 2 
    Implement appropriate policies, procedures and standards to assist team members to deal with defaulting accounts and/or bad debts. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Knowledge of company policies, procedures and standards is evident. 

    ASSESSMENT CRITERION 2 
    Customer service methods and standards are identified, maintained and monitored within the team. 

    ASSESSMENT CRITERION 3 
    Defaulting accounts are dealt with as per organisational policies and procedures. 

    SPECIFIC OUTCOME 3 
    Monitor and report on status regarding targets and service standards. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Targets and service standards relating to addressing defaulting accounts, bad debts, and bad debt recovery can be listed and discussed. 

    ASSESSMENT CRITERION 2 
    Monitoring systems are utilised for information collection. 

    ASSESSMENT CRITERION 3 
    Informational collected is analysed. 

    ASSESSMENT CRITERION 4 
    Status reports and action plans are prepared and presented. 

    SPECIFIC OUTCOME 4 
    Deal effectively with account holders and/or team members to circumvent default payments and bad debt. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Defaulting, or potentially defaulting, account holders are negotiated with. 

    ASSESSMENT CRITERION 2 
    Collection procedures are explained. 

    ASSESSMENT CRITERION 3 
    Handing-over procedures relating to collection agencies can be implemented. 

    ASSESSMENT CRITERION 4 
    Bad debt recovery procedures are followed as per organisational policies and procedures. 

    ASSESSMENT CRITERION 5 
    Action, as per organisational policies and procedures, is taken to prevent further defaults. 

    SPECIFIC OUTCOME 5 
    Liase with appropriate persons, departments or organisations. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Liaison is done with management to ensure completion of duties. 

    ASSESSMENT CRITERION 2 
    Liaison is done with the external agencies to ensure completion of duties. 

    ASSESSMENT CRITERION 3 
    The implications of legislation and methods of gathering legal advice can be discussed. 

    ASSESSMENT CRITERION 4 
    The financial team is communicated with regarding debtors control account reconciliation, bad debts and bad debts recovered control accounts reconciliation, and other information required by either party. 

    ASSESSMENT CRITERION 5 
    Tax implications of bad debts and bad debts recovered are discussed with the financial and/or tax team. 

    ASSESSMENT CRITERION 6 
    Contact is maintained with the information technology team to remain current with the status of the information technology system in use. 


    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, or one with an appropriate memorandum of understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or one with an appropriate memorandum of understanding 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, or one with an appropriate memorandum of understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA, or one with an appropriate memorandum of understanding with the relevant ETQA, at its discretion. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The knowledge underpinning the above specific outcomes is:
  • Appropriate policies, procedures and standards.
  • Transactions relating to credit accounts.
  • Legal and procedural activities relating to handing-over of bad debts.
  • Tax implications relating to bad debts and bad debts recovered.
  • Debtor clerk functions and duties.
  • Accounting and bookkeeping procedures.
  • Ethics can confidentiality.
  • Computer skills.
  • Supervisory skills.
  • Wholesale & retail practice. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 1: Monitor the performance of team members addressing defaulting accounts and/or dealing with bad debts.

    Assessment Criteria:
  • Performance plans, learning needs and coaching can be implemented to improve service standards by individuals or teams.

    Specific Outcome 2: Implement appropriate policies, procedures and standards to assist team members to deal with defaulting accounts and/or bad debts.

    Assessment Criteria
  • Customer service methods and standards are identified, maintained and monitored within the team.

    Specific Outcome 4: Deal effectively with account holders and/or team members to circumvent default payments and bad debt.

    Assessment Criteria:
  • Defaulting, or potentially defaulting, account holders are negotiated with. 
    		•

    UNIT STANDARD CCFO WORKING 
    Specific Outcome 1: Monitor the performance of team members addressing defaulting accounts and/or dealing with bad debts.

    Assessment Criteria:
  • Interaction with account holders and/or outside agencies is evaluated in terms of company policy, procedure and standards.

    Specific Outcome 2: Implement appropriate policies, procedures and standards to assist team members to deal with defaulting accounts and/or bad debts.

    Assessment Criteria
  • Customer service methods and standards are identified, maintained and monitored within the team.

    Specific Outcome 3: Monitor and report on status regarding targets and service standards. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Refer to all the Specific Outcomes and their associated Assessment Criteria for this Critical Cross Field Outcome. 

    UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Monitor the performance of team members addressing defaulting accounts and/or dealing with bad debts.

    Specific Outcome 3: Monitor and report on status regarding targets and service standards.

    Assessment Criteria:
  • Monitoring systems are utilised for information collection.
  • Informational collected is analysed. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 1: Monitor the performance of team members addressing defaulting accounts and/or dealing with bad debts.

    Assessment Criteria:
  • Performance plans, learning needs and coaching can be implemented to improve service standards by individuals or teams.

    Specific Outcome 2: Implement appropriate policies, procedures and standards to assist team members to deal with defaulting accounts and/or bad debts.

    Specific Outcome 3: Monitor and report on status regarding targets and service standards.

    Specific Outcome 4: Deal effectively with account holders and/or team members to circumvent default payments and bad debt.

    Assessment Criteria
  • Defaulting, or potentially defaulting, account holders are negotiated with.

    Specific Outcome 5: Liase with appropriate persons, departments or organisations. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 1: Monitor the performance of team members addressing defaulting accounts and/or dealing with bad debts.

    Assessment Criteria:
  • Interaction with account holders and/or outside agencies is evaluated in terms of company policy, procedure and standards.

    Specific Outcome 3: Monitor and report on status regarding targets and service standards.

    Specific Outcome 5: Liase with appropriate persons, departments or organisations.

    Assessment Criteria:
  • Liaison is done with management to ensure completion of duties.
  • Liaison is done with the external agencies to ensure completion of duties.
  • The financial team is communicated with regarding debtors control account reconciliation, bad debts and bad debts recovered control accounts reconciliation, and other information required by either party.
  • Contact is maintained with the information technology team to remain current with the status of the information technology system in use. 
    		•

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57901   Further Education and Training Certificate: Credit Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  FASSET 
    Core  49396   National Certificate: Wholesale and Retail Credit Control  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2008-10-22  Was W&RSETA until Last Date for Achievement 


    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.