Unit of competency Outline

Date retreived
22/07/2026 3:25 PM 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.

Investigate consumer complaints

Investigate consumer complaints

Unit of competency
National Code
MEM15018
State Code
OEX26
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
19/12/2022
View on TGA
State Implementation and Classification
Approved Date
19/04/2023
Field of Education
080317 - Quality Management
Original Release Date
19/04/2023
Nominal Hours
54
Description
This unit of competency defines the skills and knowledge required to investigate consumer complaints in relation to measurement and is designed for those performing trade measurement inspection activities in trading environments.It applies to investigating consumer complaints, including those relating to pre-packed articles, use of measuring instruments, trading practices, servicing licensees and public weighbridges.Where interpretation of technical drawings is required, unit MEM09002 Interpret technical drawing should also be selected.No licensing, legislative or certification requirements apply to this unit at the time of publication.Band: BUnit Weight: 6
Notes
Elements and Performance Criteria
1. Receive and document the complaint
  • 1.1 Follow standard operating procedures (SOPs)
  • 1.2 Comply with work health and safety (WHS) requirements at all times
  • 1.3 Record allegations in accordance with organisational procedures
  • 1.4 Screen complaints to ensure that they are relevant to trade measurement and assess to determine priority
  • 1.5 Advise complainant of investigative process and timeframes for feedback
2. Plan the investigation
  • 2.1 Assess the information received for possible breaches in relation to the legislation
  • 2.2 Research trader history and complaint precedence
  • 2.3 Organise suitable equipment and personnel to undertake the investigation
  • 2.4 Research enforcement policies and procedures to ascertain appropriate action to be implemented
3. Investigate the complaint
  • 3.1 Conduct preliminary investigation to gather prima facie evidence in accordance with organisational procedures
  • 3.2 Gather evidence to substantiate a breach in accordance with investigative practices
  • 3.3 Conduct the relevant components of a routine field inspection
4. Finalise the complaint investigation
  • 4.1 Communicate information relevant to the inspection to the trader
  • 4.2 Determine and apply approved procedures to remedy non-compliance
  • 4.3 Complete inspection documentation in accordance with organisational procedures
5. Complete complaint file documentation
  • 5.1 Advise complainant of outcome of the investigation
  • 5.2 Complete complaint documentation in accordance with organisational guidelines
No information
No information
Replaces
State Code National Code Title Type
W5526 MEM15018B Investigate consumer complaints Unit of competency
State Code National Code Title Type
BEJ8 MEM40119 Certificate IV in Engineering Qualification
BEK0 MEM50119 Diploma of Engineering - Advanced Trade Qualification