Qualification Outline
22/07/2026 6:31 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 II in Rail Customer Service
Certificate II in Rail Customer Service
TLI22321
BHP4
Current
Approved
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 2.00 | 25/10/2022 | Current | Approved |
| 1.00 | 07/04/2022 | Replaced | Approved |
Description
This is a qualification for a person engaged in operations within the rail customer service environment undertaking a range of tasks involving known routines and procedures, and taking some responsibility for the quality of work outcomes.
Job roles
The qualification is aligned to the following defined roles:
booking clerk
customer service attendant/assistant
passenger service officer
station assistant/officer
train buffet operator
train conductor.
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:- seven (7) core units listed below, plus
- five (5) 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 seven (7) units must be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AVK35 | TLIB3118 | Apply awareness of railway fundamentals | 10 | Unit of competency |
| ODP67 | TLIF0025 | Follow work health and safety procedures | 20 | Unit of competency |
| AVJ69 | TLIE1003 | Participate in basic workplace communication | 40 | Unit of competency |
| OAA36 | TLIE0002 | Process workplace documentation | 20 | Unit of competency |
| AVI92 | TLII3022 | Provide customer service in rail operations | 20 | Unit of competency |
| AVJ66 | TLIE2007 | Use communications systems | 20 | Unit of competency |
| ODP89 | TLIG0003 | Work effectively with others in a team | 35 | Unit of competency |
2. General Elective Units
Five (5) units may be chosen from the general elective units list. Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| BDR9 | TLI22318 | Certificate II in Rail Customer Service | Qualification |
No information
Entry Requirements
There are no entry requirements for this qualification.
Traineeships and Apprenticeships