Qualification Outline

Date retreived
22/07/2026 7:40 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Certificate III in Rail Customer Service

Certificate III in Rail Customer Service

Qualification
National Code:
TLI33115
State Code:
AWT2
TGA Status:
Replaced
DTWD Status:
Replaced
National Endorsed, State Implementation and Classification
Field of Education
0807 - Tourism
Original TGA Release Date
19/10/2015
Approved Date
23/02/2016
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
285
Duration
Unspecified
Current Release Number
2.00
Current Release Date
04/07/2018
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
2.00 04/07/2018 Current Approved
1.00 19/10/2015 Replaced Approved
Description

This is a qualification for a person who is engaged in the rail customer service environment.
They may perform a broad range of skilled applications in a wide variety of contexts, which may involve application of some discretion and judgement in selecting equipment, services or contingency measures. It may also include responsibility for coordinating the work of others.
Job roles
This qualification is aligned to the following defined roles:
Passenger Service Officer
Senior Customer Service Assistant/Officer
Station Manager
Station Officer.
No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Schedule
Packaging Rules
A total of twelve (12) units of competency comprising:
- eight (8) core units listed below plus
- four (4) general elective units from the general elective units listed below. Up to two (2) of the general elective units may be selected from any relevant nationally endorsed Training Package. The general elective units must contribute to the vocational outcomes of the qualification.

Where imported units are selected, care must be taken to ensure that all prerequisite units specified are complied with.
1. Core Units

All eight (8) units must be completed.

State Code National Code Title Hours Type
AVK35 TLIB3118 Apply awareness of railway fundamentals 10 Unit of competency
AVJ29 TLIF3085 Apply local incident response procedures 20 Unit of competency
AVJ01 TLIG3003 Apply positive behaviours in the workplace 15 Unit of competency
AVI86 TLIJ3002 Apply quality systems 40 Unit of competency
AVJ59 TLIE3022 Complete workplace documents 10 Unit of competency
AUK74 BSBCUS201 Deliver a service to customers 40 Unit of competency
AVJ35 TLIF3003 Implement and monitor work health and safety procedures 30 Unit of competency
WF751 SITXCOM401 Manage conflict 20 Unit of competency
2. General Elective Units

Four (4) units may be chosen from the general elective units listed.
Please refer to the packaging rules for the full details of available options.

State Code National Code Title Hours Type
AVI13 TLIP3034 Advise on and construct fares for customers 32 Unit of competency
AVJ41 TLIF2062 Apply awareness of safeworking rules and regulations 40 Unit of competency
AVJ44 TLIF2010 Apply fatigue management strategies 30 Unit of competency
OAA33 TLIF0008 Apply safety critical communications in the rail environment 25 Unit of competency
AVJ32 TLIF3058 Apply safeworking rules and regulations to rail functions 40 Unit of competency
AVH40 TLIW2037 Clip and secure points 15 Unit of competency
AUM29 BSBCUS301 Deliver and monitor a service to customers 40 Unit of competency
AVI14 TLIP2039 Ensure the confidentiality, privacy and security of customer information 15 Unit of competency
AVK08 TLIC2078 Identify and respond to signals and trackside signs 25 Unit of competency
AVJ00 TLIG3002 Lead a work team or group 40 Unit of competency
AVI28 TLIO3015 Maintain security of railway property and revenue 30 Unit of competency
AVI29 TLIO3012 Manage disruptive and/or unlawful behaviour 20 Unit of competency
D5576 PUAWER005B Operate as part of an emergency control organisation 10 Unit of competency
AVI70 TLIL3072 Operate signal panel or equipment 40 Unit of competency
AUJ68 BSBWOR301 Organise personal work priorities and development 30 Unit of competency
AVH55 TLIU2012 Participate in environmentally sustainable work practices 20 Unit of competency
AWV97 PSPGEN005 Participate in workplace change 20 Unit of competency
AVJ39 TLIF2081 Perform lookout duties 10 Unit of competency
WG731 HLTAID002 Provide basic emergency life support 10 Unit of competency
WG732 HLTAID003 Provide first aid 20 Unit of competency
AVI31 TLIO2011 Provide revenue protection measures 10 Unit of competency
AVJ40 TLIF2080 Safely access the rail corridor 10 Unit of competency
Replaces
State Code National Code Title Type
J800 TLI33113 Certificate III in Rail Customer Service Qualification
Replaced By
State Code National Code Title Type
BDZ0 TLI33118 Certificate III in Rail Customer Service Qualification
No information
Entry Requirements

There are no entry requirements for this qualification.

Traineeships and Apprenticeships
No information