Unit of competency Outline

Date retreived
22/07/2026 11:46 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.

Process customer complaints in an automotive workplace

Process customer complaints in an automotive workplace

Unit of competency
National Code
AURSAA001
State Code
AXB33
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
14/04/2016
View on TGA
State Implementation and Classification
Approved Date
13/07/2016
Field of Education
080501 - Sales
Original Release Date
13/07/2016
Nominal Hours
16
Description
This unit describes the performance outcomes required to deal with formal and informal complaints and negative feedback from customers. It involves following established process steps to resolve issues and complaints in order to satisfy both internal and external customer complaints.It applies to those working in the automotive sales and service industry.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Clarify nature of complaint
  • 1.1 Details of complaint are established
  • 1.2 Summary of complaint is documented accurately
  • 1.3 Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
2. Identify options to resolve complaint
  • 2.1 Possible options for resolving complaint are identified according to workplace procedures
  • 2.2 Solutions outside individual level of responsibility are referred to supervisor
3. Act to resolve complaint
  • 3.1 Chosen solution is outlined to customer according to workplace procedures
  • 3.2 Chosen solution is implemented within required timeframe and conditions are negotiated with customer
  • 3.3 Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
4. Provide feedback on complaint resolution process
  • 4.1 Effectiveness of complaint resolution solution is assessed against customer feedback
  • 4.2 Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
  • 4.3 Workplace documentation is processed according to workplace procedures
No information
No information
Replaces
State Code National Code Title Type
WF350 AURSAA2001 Process customer complaints Unit of competency