Unit of competency Outline
Date retreived
22/07/2026 5:41 AM AWST
22/07/2026 5:41 AM 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.
Assist customers with rate enquiries
Assist customers with rate enquiries
Unit of competency
National Code
LGAGOVA301B
LGAGOVA301B
State Code
C3726
C3726
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
080999 - Office Studies, N.e.c.
Original Release Date
07/07/2014
Nominal Hours
40
Description
This unit covers assisting individual and community stakeholders with rate enquiries. The unit outlines the steps involved in assisting customers with rate enquiries, including responding to requests, providing information and making adjustments where appropriate. The unit is suitable for customer service operators who deal directly with customers regarding rate enquiries.
Notes
Elements and Performance Criteria
1 Respond to rates and special charges enquiries from external clients
- 1.1 The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.
- 1.2 Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.
- 1.3 Complex or difficult enquiries are referred to supervisor or appropriate department for direction.
2 Provide information on rates and special charges to other council personnel
- 2.1 The right to information under privacy legislation is established.
- 2.2 Requests for information from other council personnel are responded to promptly and courteously.
- 2.3 Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.
- 2.4 Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.
- 2.5 Records are kept in accordance with council procedures.
3 Adjust supplementary notices
- 3.1 The changed nature of property is identified and a supplementary notice is issued.
- 3.2 Journal adjustments are processed and reconciled as required.
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 in the Performance Criteria is detailed below.
Clients may include:
rate payers
solicitors
police
statutory agents
Special charges may include:
special benefits provided to special groups, such as library, sporting centre or preschool groups
Enquiries may include:
name of owner
account payment
address
arrears
rate amount
debt recovery
Requests may include:
anything that conforms to council purpose, including planning, health notices, community services and resident services
Other council personnel may include:
customer service counter or rates counter personnel
special rates enquiry personnel
agency personnel
Council policy may include:
customer service
rates procedures and guidelines
complaint handling
record information system
Clients may include:
rate payers
solicitors
police
statutory agents
Special charges may include:
special benefits provided to special groups, such as library, sporting centre or preschool groups
Enquiries may include:
name of owner
account payment
address
arrears
rate amount
debt recovery
Requests may include:
anything that conforms to council purpose, including planning, health notices, community services and resident services
Other council personnel may include:
customer service counter or rates counter personnel
special rates enquiry personnel
agency personnel
Council policy may include:
customer service
rates procedures and guidelines
complaint handling
record information system
Overview of assessment requirements
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.
Critical aspects of evidence to be considered
The demonstrated ability to:
provide prompt and effective service to external and internal clients
correct identified errors or enter changes promptly
explain statutory or council requirements clearly
adjust supplementary notices
process and reconcile journal adjustments
Context of assessment
Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement.
Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package.
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.
Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit.
Method of assessment
The following assessment methods are suggested:
observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies
written and/or oral questioning to assess knowledge and understanding
completion of workplace documentation
third-party reports from experienced practitioners
completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor
Evidence required for demonstration of consistent performance
Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of situations.
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace including access to a workplace or simulated case study that encompasses resources such as:
examples of council policies governing rate procedures and guidelines
relevant databases
records management systems
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.
Critical aspects of evidence to be considered
The demonstrated ability to:
provide prompt and effective service to external and internal clients
correct identified errors or enter changes promptly
explain statutory or council requirements clearly
adjust supplementary notices
process and reconcile journal adjustments
Context of assessment
Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement.
Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package.
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.
Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit.
Method of assessment
The following assessment methods are suggested:
observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies
written and/or oral questioning to assess knowledge and understanding
completion of workplace documentation
third-party reports from experienced practitioners
completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor
Evidence required for demonstration of consistent performance
Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of situations.
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace including access to a workplace or simulated case study that encompasses resources such as:
examples of council policies governing rate procedures and guidelines
relevant databases
records management systems
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C1903 | LGAGOVA301A | Assist customers with rate enquiries | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J297 | PSP42112 | Certificate IV in Government (Revenue Administration) | Qualification |
| J264 | LGA50712 | Diploma of Local Government | Qualification |