Unit of competency Outline
Date retreived
22/07/2026 8:31 AM AWST
22/07/2026 8:31 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
Process customer complaints
Unit of competency
National Code
BSBOPS305
BSBOPS305
State Code
OCF15
OCF15
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
16/03/2021
Field of Education
080501 - Sales
Original Release Date
16/03/2021
Nominal Hours
40
Description
This unit describes skills and knowledge required to handle complaints from customers.The unit applies to those who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Receive complaints
- 1.1 Assess complaint according to organisational policy
- 1.2 Inform relevant stakeholders that complaint has been received
- 1.3 Document customer complaints according to organisational policies and procedures
2. Process complaints
- 2.1 Identify complaints requiring escalation according to organisational policy, and escalate as required
- 2.2 Identify additional information requirements to resolve complaints that do not require escalation
- 2.3 Prepare information for resolving complaint
3. Resolve complaints
- 3.1 Identify implications of complaint for customer and organisation
- 3.2 Analyse options to resolve customer complaints according to legislation, organisational policies and codes of practice
- 3.3 Propose options according to legislative requirements and organisational policies
- 3.4 Escalate matters for which a solution cannot be determined to relevant personnel
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUK75 | BSBCUE308 | Conduct outbound customer engagement | Unit of competency |
| AUK60 | BSBCMM301 | Process customer complaints | Unit of competency |
| AUH95 | BSBCUE304 | Provide sales solutions to customers | Unit of competency |