Unit of competency Outline

Date retreived
22/07/2026 8:39 PM AWST

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Provide quality services to a range of security clients

Provide quality services to a range of security clients

Unit of competency
National Code
CPPSEC2105
State Code
OAP73
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
08/02/2019
View on TGA
State Implementation and Classification
Approved Date
20/05/2020
Field of Education
099905 - Security Services
Original Release Date
20/05/2020
Nominal Hours
8
Description
This unit specifies the skills and knowledge required to provide quality services to a range of security clients, demonstrating professionalism and courtesy. For the purposes of this unit of competency, clients are any persons or groups that request or use professional security advice or services, paid or unpaid.It includes: identifying the range of security clients and their individual service needsclarifying and applying workplace procedures and policies to comply with legal rights and responsibilities, and meet client service standardsworking and communicating with clients to establish positive relationships, take required actions to meet their needs and resolve conflict and complaints, improve service provision.It applies to people working under general supervision as members of a security team.This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.
Notes
Elements and Performance Criteria
1. Identify clients and establish positive relationships.
  • 1.1 Identify security clients and their individual service requirements.
  • 1.2 Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities.
  • 1.3 Check personal presentation to ensure it complies with workplace standards for appearance.
  • 1.4 Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences.
2. Provide services to meet client needs and maintain client satisfaction.
  • 2.1 Confirm security service needs with client and maintain confidentiality and professional conduct.
  • 2.2 Select and explain service options to meet client needs in accordance with work instructions.
  • 2.3 Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction.
  • 2.4 Seek assistance from relevant persons to meet client needs where personal limitations are identified.
  • 2.5 Provide security services to meet client needs, and report outcomes to the client in a timely manner.
3. Respond to client complaints and special requirements to improve service provision.
  • 3.1 Identify client special needs or requirements and adjust service to meet needs.
  • 3.2 Seek feedback to ascertain possible causes of client dissatisfaction.
  • 3.3 Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision.
  • 3.4 Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures.
No information
No information
Replaces
State Code National Code Title Type
D1368 CPPSEC1002A Apply retail security procedures Unit of competency
WC067 CPPSEC2006B Provide security services to clients Unit of competency