Unit of competency Outline
Date retreived
22/07/2026 12:13 PM AWST
22/07/2026 12:13 PM 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.
Resolve disputes
Resolve disputes
Unit of competency
National Code
FNSCUS402
FNSCUS402
State Code
AUQ80
AUQ80
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
16/09/2015
Nominal Hours
30
Description
This unit describes the skills and knowledge required to investigate, negotiate and resolve disputes between financial services customers and organisations.It applies to individuals in any sector of the financial services industry who work with others as part of a formal internal dispute resolution process.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish that dispute exists
- 1.1 Identify all information relating to original problem and clarify grounds for dispute
- 1.2 Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction
- 1.3 Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer
- 1.4 Obtain additional information from relevant parties as required and manage information exchange appropriately
- 1.5 Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established
2. Investigate dispute and determine action to be taken
- 2.1 Collect all information from prior dealings with customer and undertake further investigations if necessary
- 2.2 Inform customer of progress and advise of any delays
- 2.3 Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken
3. Negotiate and resolve dispute
- 3.1 Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required
- 3.2 Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services
- 3.3 Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services
4. Finalise dispute
- 4.1 Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision
- 4.2 Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice
- 4.3 Act on decisions of external dispute resolution as required
- 4.4 Complete all documentation in accordance with legislation and organisational procedures
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D4094 | FNSCUS402A | Resolve disputes | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| OEC84 | FNSCUS412 | Resolve disputes | Unit of competency |