Unit of competency Outline

Date retreived
23/07/2026 7:18 AM AWST

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Resolve disputes

Resolve disputes

Unit of competency
National Code
FNSCUS412
State Code
OEC84
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
15/06/2022
View on TGA
State Implementation and Classification
Approved Date
07/12/2022
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
07/12/2022
Nominal Hours
30
Description
This unit describes the skills and knowledge required to investigate, negotiate and resolve disputes between claimant and organisations.The unit applies to individuals in a variety of sectors and industries who work with others as part of a formal internal dispute-resolution process.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish that dispute exists
  • 1.1 Identify all information relating to original problem and clarify grounds for dispute
  • 1.2 Contact all parties to identify and clarify disputed issues and confirm that claimant has a legitimate dispute, or that initial complaint has not already been settled to claimant’s satisfaction
  • 1.3 Confirm all information relevant to dispute-resolution process is provided to claimant according to organisational operating procedures
  • 1.4 Obtain additional information from relevant parties as required and manage information exchange appropriately
  • 1.5 Inform claimant of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established
2. Investigate dispute and determine action to be taken
  • 2.1 Collect all information from prior dealings with claimant and undertake further investigations as required
  • 2.2 Inform claimant of progress and advise of any delays
  • 2.3 Determine resolution action with consideration of facts, legislation, organisational policy and procedures, and industry codes of practice
  • 2.4 Inform required personnel of action to be taken
3. Negotiate and resolve dispute
  • 3.1 Inform claimant of decision and reasons if appropriate, and negotiate with claimant or representative as required
  • 3.2 Resolve dispute according to required timelines, aiming to reduce need for litigation or formal conciliation services
  • 3.3 Respect rights of claimant in all dispute-settlement procedures and refer unresolved disputes to formal conciliation services
4. Finalise dispute
  • 4.1 Record dispute-resolution process outcomes and advise all parties affected by decision of the outcome and their rights to review decision
  • 4.2 Prepare relevant documentation for unresolved disputes that have been referred to formal conciliation services according to legislation, regulations and codes of practice
  • 4.3 Act on decisions of external dispute-resolution as required
  • 4.4 Complete required documentation according to legislation and organisational procedures
No information
No information
Replaces
State Code National Code Title Type
AUQ80 FNSCUS402 Resolve disputes Unit of competency