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: 

Receive and handle complaints 
SAQA US ID UNIT STANDARD TITLE
11987  Receive and handle complaints 
ORIGINATOR
SGB Visible Policing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 08 - Law, Military Science and Security Safety in Society 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5  5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Registered" 		 2003-02-19  2006-02-09  SAQA 0146/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-02-09   2010-02-09  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
120485  Receive and attend to complaints  Level 5  Level TBA: Pre-2009 was L5  5   

PURPOSE OF THE UNIT STANDARD 
Learners who have achieved this unit standard are capable of taking, receiving and handling complaints and will be able to stabilize the clients.

A person credited with this unit standard will be able to:
  • Stabilize the client
  • Record the complaint
  • Handle the complaint
  • Respond and attend to complaint

    This unit standard will contribute to the full development of any learner within the safety in society environment and more specifically within the policing discipline by providing recognition, further mobility and transportability within the field. The skills, knowledge and understanding demonstrated within this unit standard are essential for social and economic transformation and upliftment within the safety in society environment. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The following knowledge, skills attitude and/or equivalent:
  • Functional mathematical, numerical and communication skills
  • Read, interpret and use of relevant forms 
    		•

    UNIT STANDARD RANGE 
    This unit standard applies to persons who work in the safety in society environment who receives and handle complaints with a level of authority that allows them to take decisions independent. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Stabilize the client. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Identify the need to calm clients according to the nature of the appearance of the client. 

    ASSESSMENT CRITERION 2 
    2. A difficult and/or emotional client is comforted or calm down according to organizational procedures. 
    ASSESSMENT CRITERION RANGE 
    Difficult clients refer to aggressive etc.
    Emotional clients refer to crying, confused etc.
     

    ASSESSMENT CRITERION 3 
    3. The confidentiality of the compliant is established and act in relation with the complaint according to organizational procedures. 

    ASSESSMENT CRITERION 4 
    4. A conducive environment is created for communication according to organizational procedures. 

    SPECIFIC OUTCOME 2 
    Record the complaint. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The client is interviewed to obtain relevant information about the complaint according to organizational procedures. 

    ASSESSMENT CRITERION 2 
    2. All applicable documentation is processed according to the organizational procedures. 

    ASSESSMENT CRITERION 3 
    3. A reference number is handed to the client for future references according to organizational procedures. 

    ASSESSMENT CRITERION 4 
    4. Information is captured on the data system according to organizational directives. 
    ASSESSMENT CRITERION RANGE 
    Manual and/or computerized.
     

    SPECIFIC OUTCOME 3 
    Handle the complaint. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The complaint is transferred to radio control (if necessary) according to organizational procedures. 

    ASSESSMENT CRITERION 2 
    2. The complaint is referred to the relevant agencies for further investigation according to organizational procedures. 

    ASSESSMENT CRITERION 3 
    3. Feedback is given to the client with regards the progress of the case according to organizational procedures. 

    ASSESSMENT CRITERION 4 
    4. Relevant documentation is completed for cross and future references according to organizational procedures. 

    SPECIFIC OUTCOME 4 
    Respond and attend to the complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. All complaints are noted and prioritised according to organizational procedures. 

    ASSESSMENT CRITERION 2 
    2. Measures are taken to ensure personal safety according to organizational procedures. 

    ASSESSMENT CRITERION 3 
    3. All necessary documents are completed to register a complaint according to organizational procedures. 

    ASSESSMENT CRITERION 4 
    4. Quickest and safest route is taken on route to the complaint according to organizational procedures. 

    ASSESSMENT CRITERION 5 
    5. Weapons are used according to organizational procedures. 

    ASSESSMENT CRITERION 6 
    6. Next step actions and related information is given to victim according to organizational procedures. 

    ASSESSMENT CRITERION 7 
    7. Arrest procedures are followed when the suspect is taken into custody according to organizational procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Candidates are assessed against these assessment criteria. An assessor observes currently employed candidates carrying out their normal work duties. They may also be asked to carry out simulated tasks and to answer written and/or oral questions. Candidates studying towards a Unit Standard, and who are not currently employed, will also be assessed using variety of assessment tools.
    2. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
    3. Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the relevant ETQA by SAQA.
    4. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    The standard describes competent performance in doing physical techniques that will enhance their job performance, and lay down the criteria by which competence should be judged, as well as the range of circumstances in which competence should be demonstrated.

    Integrated assessment methods and tools will allow the candidate to demonstrate that she/he has acquired knowledge of and can safely and effectively apply competence identified in this unit standard.
    These tools include the following:
  • In-situ (on-the-job) observations
  • Role-play simulations
  • Structured group discussions
  • Written reports (e.g. tests, exams, case studies, projects, registers, logbooks, workbooks)
  • Verbal report backs (presentations)
  • Portfolios of evidence
  • Projects (physical visits to Government Departments)
  • Experiential learning
  • Working in teams
  • Scenario sketching

    These methods must be carefully selected based on the purpose of the assessment (for example, the written method of assessing knowledge or on-job demonstration of practical competence). The assessment must integrate a number of different methods in order to give the assessor reliable and valid proof of competence and evidence of required attitudes. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    (1) A comprehensive understanding of the relevant legislation, and procedures and practices.
    (2) A broad understanding of the legislation and distinguish between criminal and dialectal activities
    (3) A comprehensive understanding of the need for the application of the Constitution of South Africa and the law of evidence
    (4) A basic understanding of the ways and methods to handle and receive complaints 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way in applying the provisions set out in organizational orders regarding the receiving and handling of complaints under controlled circumstances, making a sound judgement of any given situation. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team in applying the provisions set out in organizational orders regarding the receiving and handling of complaints, under controlled circumstances, making a sound judgement of any given situation. 

    UNIT STANDARD CCFO ORGANISING 
    Organize and manage oneself and one's personal activities responsibly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organize and critically evaluate information relevant in applying the provisions set out in organizational orders regarding the receiving and handling of complaints, making a sound judgement of any given situation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand and apply a range of office management-related techniques, procedures and experimental approaches required in the different specific programmes leading up to this qualification. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 120485, which is "Receive and attend to complaints", Level 5, 5 credits.

    Requirements of a portfolio

    Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience which serves to supplement the assessment of applied competence.
    The portfolio may include inter alia:
  • Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
  • Relevant certificates or awards
  • Previous assessment records
  • Journals/logbook

    Level
    A learning programme leading to the award of this unit standard should develop learners who demonstrate:
    1. A foundational knowledge base as indicated in the embedded knowledge component
    2. An understanding of the discipline/field's fundamental terms, rules, concepts and principles
    3. Familiarity with some of the essential procedures, operations and techniques of this field
    4. An ability to use a range of procedures to solve routine problems
    5. Basic information gathering, analysis and presentation skills
    6. An ability to communicate and present information clearly and reliability following prescribed formats and conventions


    Supplementary Information:

    Specified Requirements
    Specified requirements include legal and legislative specific requirements and are contained in one or more of the following documents:
    Criminal Procedure Act
    Law of Evidence (chain of evidence)
    Constitution Act
    Public Service Act - Batho Pele Principles
    South African Police Service Act
    Common Law
    A glossary of terms about the terminology of
    CONTEXT SPECIFIC
    Specifications, agreements and policies and procedures 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48921   Further Education and Training Certificate: Road Traffic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2008-04-13  Was SAS SETA until Last Date for Achievement 
    Core  20496   National Certificate: Policing  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered"     		 2006-02-09  Was SAS SETA 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.
     
    1. SOUTH AFRICAN POLICE SERVICE BASIC TRAINING PROVISION 


    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.