Unit of competency Outline
Date retreived
23/07/2026 5:35 AM AWST
23/07/2026 5:35 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.
Service customer airline contracts
Service customer airline contracts
Unit of competency
National Code
AVIR3001B
AVIR3001B
State Code
WB812
WB812
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
08/07/2014
Field of Education
080501 - Sales
Original Release Date
08/07/2014
Nominal Hours
30
Description
This unit involves the skills and knowledge required to service customer airline contracts in accordance with contract specifications and standards, regulatory requirements and workplace procedures, including interpreting customer contract requirements, coordinating the provision of contracted services, handling problems and issues, and completing all required documentation. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Interpret customer airline contract requirements
- 1.1 Details of customer airline contract services and provisions are obtained and accurately interpreted
- 1.2 Appropriate action is taken to prepare for and organise the provision of contracted services to the customer airline
- 1.3 Team work is used to maximise efficiency and effectiveness
2Coordinate the provision of customer airline contract services
- 2.1 Provision of customer airline contract services is coordinated in accordance with contract specifications and standards, precision timing schedules, regulatory requirements and workplace procedures
- 2.2 Appropriate liaison is maintained with customer airline representatives concerning pertinent issues of service delivery in accordance with workplace procedures and contract arrangements
- 2.3 Correct and safe use of required equipment and materials is monitored in accordance with regulatory requirments and workplace procedures
- 2.4 Appropriate action is taken to ensure that correct manual handling techniques used are in accordance with OH&S requirements
- 2.5 Compliance with safety and security requirements is implemented and monitored throughout the service period
- 2.6 Identified problems and irregularities in service delivery are resolved in consultation with customer airline representatives in accordance with workplace procedures and contract arrangements
- 2.7 Available opportunities are identified to enhance service delivery and appropriate action is taken to suggest and/or implement the identified opportunities in accordance with workplace procedures
3Handle problems and issues
- 3.1 Problems and issues with customer airline contracts are identified and processed/reported in accordance with customer airline contract provisions
- 3.2 Identified problems and irregularities in service delivery are resolved in consultation with airline representatives in accordance with workplace procedures and contract arrangements
4Complete documentation
- 4.1 Documentation concerning the servicing of customer airline contracts is completed and processed in accordance with workplace procedures, contract specifications to customer airline satisfaction and relevant regulatory requirements
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Contracted services may be provided:
in relation to both international and/or domestic airline operations
in accordance with regulatory and contract requirements
in any allowable operating and weather conditions
Performance may be demonstrated:
in appropriately simulated situations and/or
in actual contracted service provision at an airport
Types of customer airline contract services may include:
loading/unloading aircraft
loading/unloading baggage
cabin cleaning/fleet presentation
Types of aircraft may include:
commercial passenger aircraft
freighter aircraft
defence/military aircraft
official government aircraft
commercial charter aircraft
Problems and irregularities that may occur during the provision of services to customer airlines may include:
supply of materials
aircraft mechanisms
aircraft configurations
weather phenomena such as wind, storms, fog etc.
security issues
Persons consulted when servicing customer airline contracts may include:
members of the contract support teams
supervisors, team leaders and managers
representatives of the customer airline contracting the services
technical staff
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders and other regulatory requirements pertaining to the contracted services concerned
relevant OH&S and environmental regulations
customer contract specifications, standards and instructions
workplace procedures and instructions and job specification
relevant operational checklists
emergency procedures
relevant equipment logs/records
manufacturers specifications and instructions for the equipment/materials used when delivering contracted services
induction and training materials
airport specific rules and regulations
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant Civil Aviation Safety Regulations and Civil Aviation Orders
licence requirements of the relevant licensing authority
local instructions
relevant OH&S legislation
environmental protection legislation
relevant Australian Standards
applicable Defence regulations
industrial relations and workplace compensation legislation
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Contracted services may be provided:
in relation to both international and/or domestic airline operations
in accordance with regulatory and contract requirements
in any allowable operating and weather conditions
Performance may be demonstrated:
in appropriately simulated situations and/or
in actual contracted service provision at an airport
Types of customer airline contract services may include:
loading/unloading aircraft
loading/unloading baggage
cabin cleaning/fleet presentation
Types of aircraft may include:
commercial passenger aircraft
freighter aircraft
defence/military aircraft
official government aircraft
commercial charter aircraft
Problems and irregularities that may occur during the provision of services to customer airlines may include:
supply of materials
aircraft mechanisms
aircraft configurations
weather phenomena such as wind, storms, fog etc.
security issues
Persons consulted when servicing customer airline contracts may include:
members of the contract support teams
supervisors, team leaders and managers
representatives of the customer airline contracting the services
technical staff
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders and other regulatory requirements pertaining to the contracted services concerned
relevant OH&S and environmental regulations
customer contract specifications, standards and instructions
workplace procedures and instructions and job specification
relevant operational checklists
emergency procedures
relevant equipment logs/records
manufacturers specifications and instructions for the equipment/materials used when delivering contracted services
induction and training materials
airport specific rules and regulations
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant Civil Aviation Safety Regulations and Civil Aviation Orders
licence requirements of the relevant licensing authority
local instructions
relevant OH&S legislation
environmental protection legislation
relevant Australian Standards
applicable Defence regulations
industrial relations and workplace compensation legislation
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWP20 | AVIR3001 | Service customer airline contracts | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S628 | AVI30408 | Certificate III in Aviation (Ground Operations and Service) | Qualification |