Elements and Performance Criteria

Client

internal or external

customers with routine or special requests

regular and new customers

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities

people who may be unwell, drug affected and emotionally distressed

Complaints

verbal, eg, face-to-face, telephone

written, eg, hand written, typed, printed

electronic, eg, e-mail, SMS (short message service)

Document

written, eg, hand written notes, typed/printed reports

taped, eg, audio, video

electronic, eg, computer based records

Referrals
may include

relevant superiors in the organisational hierarchy

external bodies, eg, ombudsman, ICAC (Independent Commission Against Corruption), police

Organisational procedures
may include

complaints procedures

organisational standard report forms

quality systems, standards and guidelines

Critical aspects of evidence to be considered
Assessment must confirm sufficient knowledge of
complaints procedures
organisation's policies and procedures regarding processing of and response to complaints
Assessment of performance should be over the processing of a minimum of three (3) complaints, covering the prescribed number of categories from the Range Statements
Assessment must confirm the ability to apply this knowledge and appropriate techniques to
receive and process complaints to the organisation's standard and in an appropriate time frame
recommend appropriate course of action for organisation and/or client (if applicable)

Interdependent assessment of units
This unit must be assessed after attainment of competency in the following unit(s)
Nil
This unit must be assessed in conjunction with the following unit(s)
Nil
For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s)
Nil

Required knowledge and skills
Required knowledge
Consumer law, environmental law, Occupational Health and Safety (OH&S), discrimination/equal employment opportunity, harassment and other laws
Privacy legislation
Resolution of complaints
Codes of conduct
The importance of customer complaints
The importance of good communication
The individual's role in processing customer complaints
Required skills
Language skills which allow for adequate communication with required people
Literacy skills to the level required to process complaints
Numeracy skills to the level required to interpret the customer complaints and take required actions

Resource implications
Physical resources - assessment of this unit of competency requires access to
a real work environment with exposure to a minimum of three (3) instances of client complaint
a variety of work related products and services
Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) should
be competent in this unit but preferably be competent in the unit at the level above
be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area
have attained the National Competency Standards for Assessment: BSZ401A, BSZ402A and BSZ403A

Consistency in performance
Due to issues such as the diversity of clients and complaints, this unit of competency must be assessed over the processing of a minimum of three (3) instances of client feedback, in order to ensure consistency of performance over the Range Statements and contexts applicable to processing client complaints

Context for assessment
This unit of competency must be assessed in the context of processing and responding to client complaints from a range of real clients. For validity and reliability the assessment should occur in the workplace. The complaints should be representative of realistic complaints. Where complaints are not forthcoming, complaints may be fabricated, but should still be realistic
This unit of competency should be assessed through the observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

Communicating ideas and information
Recording complaints and composing responses (2)

Collecting analysing and organising information
Collecting complaints and analysing to find patterns (2)

Planning and organising activities
Not applicable (0)

Working with others and in teams
Working with client to resolve issues (2)

Using mathematical ideas and techniques
Relaying information regarding quantities to client (1)

Solving problems
Pacifying a disgruntled client (2)

Using technology
Operating computer database (2)