Qualification Outline
22/07/2026 4:27 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
TLI33121
BHP5
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 07/04/2022 | Current | 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.
This qualification is aligned to the following defined roles:
passenger service officer
senior customer service assistant/officer
station manager
station officer
train conductor.
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
Schedule
Packaging Rules
A total of 12 units of competency comprising:Six (6) core units listed below, plus
- one (1) elective unit from Group A Work health and safety, plus
- five (5) general elective units from Group B 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 six (6) 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 |
| AVJ59 | TLIE3022 | Complete workplace documents | 10 | Unit of competency |
| AWQ63 | SITXCOM005 | Manage conflict | 20 | Unit of competency |
| AVI92 | TLII3022 | Provide customer service in rail operations | 20 | Unit of competency |
2. Group A : Work Health and Safety
One (1) unit must be chosen from Group A. Please see the packaging rules for the full details of available options.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| ODP67 | TLIF0025 | Follow work health and safety procedures | 20 | Unit of competency |
| AVJ35 | TLIF3003 | Implement and monitor work health and safety procedures | 30 | Unit of competency |
3. Group B: General elective units
Five (5) units may be chosen from Group B. Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| BDZ0 | TLI33118 | Certificate III in Rail Customer Service | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| BIS1 | TLI33122 | Certificate III in Rail Customer Service | Qualification |
No information
Entry Requirements
There are no entry requirements for this qualification.
Traineeships and Apprenticeships