Qualification Outline
22/07/2026 7:35 AM AWST
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Certificate III in Rail Customer Service
Certificate III in Rail Customer Service
TLI33113
J800
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 2.00 | 17/02/2014 | Current | Approved |
Description
Rationale:
This is a general qualification for persons engaged in the rail customer service environment who perform tasks involving a broad range of skilled applications applied 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:
The TLI33113 Certificate III in Rail Customer Service qualification is aligned to the following defined roles:
Passenger Service Officer
Senior Customer Service Assistant/Officer
Station Manager
Station Officer.
Schedule
Packaging Rules
A successful assessment outcome for a total of twelve (12) units of competency comprising:- eight (8) core units
- four (4) general elective units from the elective units list.
Alternatively, up to two (2) units may be drawn with appropriate contextualisation from any currently endorsed national Training Package or accredited course, provided that the unit contributes to the vocational outcome of the qualification.
Where imported units are selected, care must be taken to ensure that all prerequisites specified in the unit are complied with.
1. Core Units
All eight (8) units must be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| S8269 | TLIB3118A | Apply awareness of railway fundamentals | 10 | Unit of competency |
| S8296 | TLIF3085A | Apply local incident response procedures | 20 | Unit of competency |
| WI825 | TLIG3003A | Apply positive behaviours in the workplace | 15 | Unit of competency |
| D5183 | TLIJ3002A | Apply quality systems | 40 | Unit of competency |
| S8287 | TLIE3022A | Complete workplace documents | 10 | Unit of competency |
| S8071 | BSBCUS201B | Deliver a service to customers | 40 | Unit of competency |
| D5136 | TLIF3003A | Implement and monitor occupational 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.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| W920 | TLI30410 | Certificate III in Transport and Logistics (Rail Operations) | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWT2 | TLI33115 | Certificate III in Rail Customer Service | Qualification |
No information
Entry Requirements
Not applicable.
Traineeships and Apprenticeships