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: 

Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts 
SAQA US ID UNIT STANDARD TITLE
242864  Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts 
ORIGINATOR
SGB Public Administration and Management 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  4 
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
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
113954  Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts  Level 3  NQF Level 03  4   

PURPOSE OF THE UNIT STANDARD 
This Unit Standard is intended for persons involved with public sector administration who work at the practitioner level. Persons credited with this Unit standard are able to respond effectively and in good time to customers'/internal clients' enquiries.

The qualifying learner is capable of:
  • Identifying customers enquiry needs and expectations.
  • Analysing customers enquiry needs and expectations, and identifying options to meet them.
  • Writing, sending or dispatching replies by mail, facsimile, and/or e-mail using appropriate technology.
  • Completing documentation and follow-up procedures. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Persons attempting this Unit Standard should be competent in:
  • Communication at NQF Level 2.
  • Mathematical Literacy at NQF Level 2. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customers enquiry needs and expectations. 
    OUTCOME RANGE 
    Customers enquiry needs and expectations include, but are not limited to, problem solving, enquiries outside the usual range of goods and/or service provision, multiple but linked needs, complaint resolution. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Needs and expectations are identified in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Requirements include, but are not limited to, accuracy, coverage and timelines.
     

    ASSESSMENT CRITERION 2 
    Customer is contacted to clarify unclear points in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Contact methods include, but are not limited to, telephone, letter, facsimile, e-mail.
     

    ASSESSMENT CRITERION 3 
    Public service policies related to responding to customer enquiries are explained. 

    ASSESSMENT CRITERION 4 
    Public service procedures related to responding to customer enquiries are explained. 

    SPECIFIC OUTCOME 2 
    Analyse customers enquiry needs and expectations, and identify options to meet them. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Customer needs and expectations are analysed in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Requirements include, but are not limited to, accuracy, timeliness and coverage.
     

    ASSESSMENT CRITERION 2 
    Customer enquiries outside job responsibilities are referred to appropriate provider in accordance with organisational requirements. 

    ASSESSMENT CRITERION 3 
    Instances where enquiries should be referred to more experienced staff are identified and acted upon in accordance with organisational requirements. 

    ASSESSMENT CRITERION 4 
    Reasons for delay in providing answer to enquiry are explained in accordance with organisational requirements. 

    ASSESSMENT CRITERION 5 
    Options for meeting customers' needs and expectations are identified in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Requirements include, but are not limited to, accuracy, cost, quality and coverage.
     

    SPECIFIC OUTCOME 3 
    Write send/dispatch reply by mail, facsimile, and/or e-mail using appropriate method or technology. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Replies are written using appropriate method or technology. 
    ASSESSMENT CRITERION RANGE 
    Writing includes, but are not limited to, mail, facsimile and e-mail.
     

    ASSESSMENT CRITERION 2 
    Reply is formatted in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Formats include, but are not limited to, date, address, titles, paragraphs (opening, enquiry answer, closing) and enclosures, and 'requirements' include, but are not limited to, accuracy, coverage, and timeliness.
     

    ASSESSMENT CRITERION 3 
    Reply is written in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Requirements include, but are not limited to, accuracy in grammar and spelling, plain language, clarity of expression, courteous tone and style appropriateness, and use of communication policies.
     

    ASSESSMENT CRITERION 4 
    Reply is written to suit special needs customers in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Special needs include, but are not limited to, disabilities as defined by the Human Rights Act.
     

    ASSESSMENT CRITERION 5 
    Options for meeting customer needs and expectations are explained to customer. 
    ASSESSMENT CRITERION RANGE 
    Explanations include, but are not limited to, advantages and disadvantages of options, customer education where unrealistic expectations exist, recommended option and referral possibilities.
     

    ASSESSMENT CRITERION 6 
    Added-value information is provided in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Added-value information includes, but is not limited to, information regarding useful services and cost-saving options.
     

    SPECIFIC OUTCOME 4 
    Complete documentation and follow-up procedures. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Documentation types are described according to type and content. 
    ASSESSMENT CRITERION RANGE 
    Documentation types include, but are not limited to, guides, invoices, records, legal requirements, stock control and sales slips.
     

    ASSESSMENT CRITERION 2 
    Three or more types of documents are completed in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Organisational requirements include, but are not limited to, guidelines, information and accuracy.
     

    ASSESSMENT CRITERION 3 
    Follow-up is completed in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Follow-up includes, but is not limited to, internal progress checks, progress reports to customers by phone, letter, fax, or e-mail "thank you" communications, apology letters for delays and promotional communications.
     

    ASSESSMENT CRITERION 4 
    Details of customer enquiry are recorded in accordance with organisational requirements and checked for accuracy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Accreditation for this Unit Standard shall be obtained from the relevant Education and Training Quality Assurance Body, through summative and formative assessment by a registered assessor.
  • Assessors must be registered as an Assessor with the relevant ETQA.
  • Moderators must be registered as assessors with the relevant ETQA, or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.
  • Training providers must be accredited by the relevant ETQA. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner must demonstrate a working understanding of the statutory, regulatory and other frameworks affecting the provision of public sector services to the extent relevant to answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts. These frameworks include, but are not limited to:
  • Batho Pele
  • Public Service Act
  • Public Finance and Management Act
  • Municipal Finance Management Act
  • Constitution
  • Preferential Procurement Act
  • Access to information Act
  • Black Economic Empowerment Act
  • Labour Relations Act
  • Employment Equity Act
  • Basic Conditions of Employment Act
  • Acts specific to the public sector organizational context of the learner

    The learner must demonstrate an understanding of relevant organisational requirement relevant to answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts, which requirements include, but are not limited to:
  • Information sources
  • Information flow within the organisation
  • Internal organisation policy, procedure and guidelines
  • Information requirements
  • Information security 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes to interpret customer needs and expectations. 

    UNIT STANDARD CCFO WORKING 
    Learners are able to work effectively with others as a member of a team, group, organization or community in order to gather all the necessary information required to address customer enquiries effectively. 

    UNIT STANDARD CCFO ORGANISING 
    Learners are able to organize and manage themselves and their activities responsibly and effectively in order to ensure that all customer-related tasks are completed to organisational requirements on time and to standard. 

    UNIT STANDARD CCFO COLLECTING 
    Learners are able to collect, analyse, organise and critically evaluate information relating to the contractual and statutory factors that affect the capacity to respond appropriately to customer enquiries. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively using visual, mathematical and / or language skills in the modes of oral and / or written persuasion to provide timely, satisfactory and appropriate responses to customer enquiries. 

    UNIT STANDARD CCFO SCIENCE 
    Learners are able to use science and technology effectively and critically in responding appropriately to customer enquiries. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Learners are able to demonstrate an understanding of the world as a set of interrelated systems by recognizing that problem-solving contexts do not exist in isolation and that both organisational and statutory requirements will have an affect on the provision of appropriate responses to customer enquiries. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Participating as responsible citizens in the life of local, national and global communities by analysing budgetary requirements in compliance with legislation. 

    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 113954, 'Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts', level 3, 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  57804   National Certificate: Public Administration  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  PSETA 
    Elective  65989   Further Education and Training Certificate: Human Settlements Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CETA 


    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.