Qualification Outline
22/07/2026 5:19 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 Customer Engagement
Certificate III in Customer Engagement
BSB30215
AVS6
Replaced
Transition (Replaced)
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 5.00 | 30/08/2019 | Current | Approved |
| 4.00 | 21/02/2019 | Replaced | Approved |
| 3.00 | 27/09/2018 | Replaced | Approved |
| 2.00 | 14/01/2016 | Replaced | Approved |
| 1.00 | 25/03/2015 | Replaced | Approved |
Description
This qualification reflects the role of individuals working in a range of complex customer service roles.
Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.
Individuals would work under supervision, but may have some authority to delegate.
Licensing/Regulatory Information
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
Schedule
Packaging Rules
Total number of units = twelve (12)- four (4) core units plus
- eight (8) elective units, of which:
- two (2) units must be from Group A elective units below
- six (6) units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
1. Core Units
All four (4) units must be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AUM29 | BSBCUS301 | Deliver and monitor a service to customers | 40 | Unit of competency |
| AUH51 | BSBCUE309 | Develop product and service knowledge for customer engagement operation | 30 | Unit of competency |
| AUL27 | BSBCUE301 | Use multiple information systems | 40 | Unit of competency |
| AUL33 | BSBCUE307 | Work effectively in customer engagement | 35 | Unit of competency |
2. Group A Elective Units
At least two (2) units must be chosen from Group A.
Please refer to the packaging rules for the full details of available options.
3. Group B Elective Units
Up to six (6) 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 |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| BFS5 | BSB30120 | Certificate III in Business | Qualification |
No information
Entry Requirements
Nil
Traineeships and Apprenticeships