Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. 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.

Customersmay include:
customers with routine or specific requests
internal or external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers.
Complaintsmay include:
different types of severity, formality and sources
scenarios where external bodies such as police are required
straightforward customer dissatisfaction
level of documentation required.
Effective communicationmay include:
giving customers full attention
maintaining eye contact (for facetoface interactions), except where eye contact may be culturally inappropriate
speaking clearly and concisely
using appropriate language and tone of voice
using clear written information/communication
using appropriate nonverbal communication (body language) personal presentation (for facetoface interactions).
Document and review reports relating to customer complaints may include:
completing forms and written reports
using audiovisual tapes
using computerbased systems.
Referralsmay include:
external bodies:
Ombudsman
Independent Commission Against Corruption (ICAC)
police
relevant superiors in the organisational hierarchy.

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
Evidence of the following is essential:
applying judgement in the application of industry and/or organisational procedures
working with customer complaints
knowledge of organisational procedures and standards for processing complaints.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of customer complaints
examples of documents relating to customer complaints policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning to assess knowledge of individual’s role in processing customer complaints
review of documentation outlining necessary reports relating to customer complaints
review of complaints/disputes register.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.