Qualification Outline

Date retreived
22/07/2026 7:51 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

Qualification
National Code:
TLI22318
State Code:
BDR9
TGA Status:
Replaced
DTWD Status:
Replaced
National Endorsed, State Implementation and Classification
Field of Education
0807 - Tourism
Original TGA Release Date
04/07/2018
Approved Date
01/04/2021
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
410
Duration
1 Semester
Current Release Number
2.00
Current Release Date
29/01/2021
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
2.00 29/01/2021 Current Approved
1.00 04/07/2018 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 TLI22318 Certificate II in Rail Customer Service 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:
- 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
AVJ48 TLIF1001 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
AVI94 TLII2020 Provide assistance to customers with specific needs 10 Unit of competency
AVI92 TLII3022 Provide customer service in rail operations 20 Unit of competency
AVJ66 TLIE2007 Use communications systems 20 Unit of competency
AVJ02 TLIG1001 Work effectively with others 40 Unit of competency
2. General Elective Units

Four (4) units to be chosen from the general elective units list.
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
AVJ45 TLIF2006 Apply accident-emergency procedures 20 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
AVI84 TLIK2003 Apply keyboard skills 20 Unit of competency
OAA33 TLIF0008 Apply safety critical communications in the rail environment 25 Unit of competency
AVJ68 TLIE1005 Carry out basic workplace calculations 20 Unit of competency
AVK86 TLIB1024 Clean transportation units and facilities for passenger use 32 Unit of competency
AVI15 TLIP2038 Conduct, balance and secure financial transactions 20 Unit of competency
OCD34 BSBOPS203 Deliver 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
AVJ43 TLIF2018 Operate firefighting equipment 20 Unit of competency
AVH55 TLIU2012 Participate in environmentally sustainable work practices 20 Unit of competency
AVI76 TLIL2048 Prepare for train departure 20 Unit of competency
OCD33 HLTAID010 Provide basic emergency life support 12 Unit of competency
OCD30 HLTAID011 Provide First Aid 18 Unit of competency
AWR87 SITHFAB002 Provide responsible service of alcohol 20 Unit of competency
AVI31 TLIO2011 Provide revenue protection measures 10 Unit of competency
AVC57 CHCCCS020 Respond effectively to behaviours of concern 15 Unit of competency
OCZ04 TLIF0020 Safely access the rail corridor 10 Unit of competency
AVJ76 TLID1001 Shift materials safely using manual handling methods 20 Unit of competency
AWQ50 SITXFSA001 Use hygienic practices for food safety 15 Unit of competency
AVI82 TLIK2010 Use infotechnology devices in the workplace 40 Unit of competency
AVI99 TLIG2007 Work in a socially diverse environment 20 Unit of competency
Replaces
State Code National Code Title Type
AWR1 TLI22315 Certificate II in Rail Customer Service Qualification
Replaced By
State Code National Code Title Type
BHP4 TLI22321 Certificate II in Rail Customer Service Qualification
No information
Entry Requirements

There are no entry requirements for this qualification.

Traineeships and Apprenticeships
No information