Unit of competency Outline

Date retreived
22/07/2026 10:01 AM AWST

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Process customer complaints

Process customer complaints

Unit of competency
National Code
BSBCMM301A
State Code
D0630
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/07/2008
View on TGA
State Implementation and Classification
Approved Date
28/07/2014
Field of Education
080501 - Sales
Original Release Date
28/07/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Respond to complaints
  • 1.1. Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice
  • 1.2. Obtain, document and review necessary reports relating to customer complaints
  • 1.3. Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
  • 1.4. Negotiate resolution of the complaint and obtain agreement where possible
  • 1.5. Maintain a register of complaints/disputes
  • 1.6. Inform customer of the outcome of the investigation
2. Refer complaints
  • 2.1. Identify complaints that require referral to other personnel or external bodies
  • 2.2. Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility
  • 2.3. Forward all documents and investigation reports
  • 2.4. Follow-up appropriate personnel to gain prompt decisions
3. Exercise judgement to resolve customer service issues
  • 3.1. Identify implications of issues for customer and organisation
  • 3.2. Analyse, explain and negotiate appropriate options for resolution with customer
  • 3.3. Propose viable options in accordance with appropriate legislative requirements and enterprise policies
  • 3.4. Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel
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

different types of severity, formality and sources
scenarios where external bodies such as police are required
straightforward customer dissatisfaction
level of documentation required

giving customers full attention
maintaining eye contact (for face-to-face 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 non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)

completed forms and written reports
using audio-visual tapes
using computer-based systems

external bodies e.g. Ombudsman, Independent Commission Against Corruption (ICAC), police
relevant superiors in the organisational hierarchy

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 on-the-job 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, for example:

customer service units
other general administration units.

Replaces
State Code National Code Title Type
C6977 BSBCMN316A Process customer complaints Unit of competency
Replaced By
State Code National Code Title Type
S8068 BSBCMM301B Process customer complaints Unit of competency