Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Complex issues
Complex issues may include:
cost issues
warranty issues
policy matters
commercial decisions taken
code of practice adherence
work standards
time taken or time expected to repair
selection of parts
Options for resolution
Options for resolution may include:
rework
reduced fee for work completed/agreed
additional services for free/reduced fee
referrals to other suppliers
Workplace procedures
Workplace procedures may include:
customers issue resolution process and procedures
industry and workplace codes of practice
product manufacturer and component supplier specifications
industry and workplace codes of practice
Legislative requirements
Legislative requirements are to be in accordance with applicable commonwealth, state or territory legislation, regulations, certification requirements and codes of practice, and may include:
award and enterprise agreements
industrial relations
Australian standards
Australian Design Rules
confidentiality and privacy
WHS
the environment
equal opportunity
anti-discrimination
duty of care
WHS requirements
WHS requirements are to be in accordance with applicable commonwealth, state or territory legislation and regulations, and organisational safety policies and procedures, and may include:
personal protective equipment and clothing
safety equipment
first aid equipment
hazard and risk control
elimination of hazardous materials and substances
manual handling, including shifting, lifting and carrying
emergency procedures
road rules
safe driving policy
Environmental requirements
Environmental requirements may include:
waste management
noise
dust
clean-up management
Organisational policies and procedures
Organisational policies and procedures may include:
quality policies and procedures, including Australian standards
WHS, sustainability, environment, equal opportunity and anti-discrimination
manufacturer specifications and industry codes of practice
safe work procedures
reporting and recording procedures

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessors must be satisfied that the candidate can competently and consistently:
observe safety procedures and requirements
communicate effectively with others involved in or affected by the work
select methods and techniques which are appropriate to the circumstances
understand and follow enterprise procedures to resolve customer complaints
use a planned approach to resolve the complaint
determine the facts and implications of the issue for both the customer and the organisation
resolve the customer complaint to the satisfaction of both the customer and the enterprise
document the resolved issue according to workplace procedures.
Context of and specific resources for assessment
The application of competency is to be assessed in the workplace or a simulated environment that reflects as far as possible the actual working environment.
Assessment is to occur using standard and authorised work practices, safety requirements and environmental constraints.
Assessment is to comply with relevant regulatory requirements, including specified Australian standards.
Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate ethnicity, age, gender, demographics and disability.
The following resources should be made available:
details of a range of complex customer complaints
workplace procedures related to customer service
legislation and codes of practice
computer hardware and software, calculators and general office equipment.
Method of assessment
Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.
Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with application of Required Skills and Knowledge.
Assessment methods must be by direct observation of tasks and include questioning on Required Skills and Knowledge to ensure its correct interpretation and application.
Assessment may be applied under project-related conditions (real or simulated) and require evidence of process.
Assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances.
Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.
Guidance information for assessment
Assessment processes and techniques must be culturally sensitive and appropriate to the language and literacy capacity of the candidate and the work being performed.