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The South African Qualifications Authority Customer Services UnitSAQA prides itself in the knowledge that it has a very specific mandate to fulfill in the South African society, namely: "To ensure the development and implementation of a National Qualifications Framework (NQF) which contributes to the full development of each learner and to the social and economic development of the nation at large". SAQA is committed to adhere to the SAQA Charter of Ethics and Values, of which one of the core values is: "Being service-orientated". The number of complaints received, as well as how the complaints are dealt with or managed, is closely linked to living out being service-orientated and client-focused. SAQA is a public entity and therefore abides by the Batho Pele principles of the government, which are all related to service delivery, namely: Consultation, Service Standards, Access, Courtesy, Information, Openness and Transparency, Redress and Value for Money. SAQA aims to ensure client satisfaction and to effectively manage complaints that are received. The focus is on both the prevention and the management of complaints.
The key function of the Customer Services Unit is to facilitate the promotion of excellent customer services and resolving complaints, by ensuring an accessible entry point for clients from where action can be taken to ensure excellent services. SAQA makes use of an electronic tracking system that allows for the effective tracking of complaints. Customer Services is not only responsible for resolving clients' complaints, but also for ensuring that similar complaints do not re-occur. SAQA has through the establishment of the Unit improved intra-directorate communication, as progress made with a specific case can be viewed at any time by all involved. SAQA can see trends emerging from the cases that have been logged, which allows for system change and the development of new strategies based on facts.
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