Unit of competency Outline

Date retreived
23/07/2026 12:46 AM AWST

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Manage customer complaints in superannuation

Manage customer complaints in superannuation

Unit of competency
National Code
FNSSUP511
State Code
OCI21
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
04/11/2020
View on TGA
State Implementation and Classification
Approved Date
11/03/2021
Field of Education
081105 - Investment And Securities
Original Release Date
11/03/2021
Nominal Hours
35
Description
This unit describes the skills and knowledge required to internally manage superannuation complaints procedures initiated by customers. It also includes communicating and training staff on superannuation complaint procedures.The unit applies to those responsible for ensuring that quality practices and industry requirements are effectively implemented, maintained and communicated to required personnel.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify and assess internal complaints procedures and communicate to staff
  • 1.1 Identify workplace procedures for registering and handling superannuation complaints
  • 1.2 Assess implementation of procedures and identify areas requiring improvement
  • 1.3 Communicate complaints procedures to staff and provide associated documentation to required stakeholders according to organisational policies and procedures
2. Monitor and assist to resolve complaints
  • 2.1 Review customer complaints according to organisational policies and procedures
  • 2.2 Initiate follow-up where further information or documentation is required
  • 2.3 Assess and resolve complex complaints and situations within limits of own authority or refer to required personnel
  • 2.4 Provide training and development on superannuation complaints to support staff as required and according to organisational objectives
3. Manage unresolved disputes
  • 3.1 Review outcomes from internal complaints procedure and investigate, if required
  • 3.2 Identify unresolved complaints or disputes and process according to organisational policies and procedures
  • 3.3 Provide required information regarding pursuing formal procedures where required
No information
No information
Replaces
State Code National Code Title Type
AUP54 FNSSUP501 Supervise complaints procedures Unit of competency
State Code National Code Title Type
BFX5 FNS50720 Diploma of Superannuation Qualification
BHW8 FNS50722 Diploma of Superannuation Qualification