Unit of competency Outline
Date retreived
22/07/2026 6:07 PM AWST
22/07/2026 6:07 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.
Respond to general workplace relations enquiries
Respond to general workplace relations enquiries
Unit of competency
National Code
PSPWPR402A
PSPWPR402A
State Code
D3721
D3721
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
07/07/2014
Nominal Hours
45
Description
This unit covers the competencies required to respond to enquiries about general workplace relations matters. It includes clarifying the enquiry, accessing standard information and providing general advice according to the level of authority. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Prepare to respond to workplace relations enquiries
- 1.1. Scope of authority to give information and advice is identified and interpreted.
- 1.2. Understanding of role and responsibilities is confirmed with relevant manager.
- 1.3. Frequently asked questions are identified and standard responses noted.
- 1.4. Procedures for enquiries falling outside scope of authority are identified and interpreted.
- 1.5. Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.
2. Clarify the details of enquiries
- 2.1. Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.
- 2.2. Details of enquiry are elicited using appropriate questioning techniques.
- 2.3. Communication with clients is managed according to workplace procedures.
- 2.4. Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.
3. Provide relevant information
- 3.1. Workplace relations information is researched and confirmed as relevant to enquiry.
- 3.2. Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.
- 3.3. Client enquiries arising from relayed information are answered within scope of authority.
- 3.4. Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Scope of authority may include that relating to:
definitions of types of enquiry to be accepted and types to be referred, including details of appropriate persons for referral
details of type, level and format of advice to be given, including:
sources of information to be used for advice
restrictions on variations to prescribed advice
Workplace relations enquiries may relate to:
legislation, codes and national standards relevant to the workplace
relevant employment contracts and industrial instruments
Workplace procedures may include those relating to:
OHS
code of conduct
recording and reporting
privacy and privacy disclaimers
scope of authority
referral
conflict of interest
Communication may be oral or written and may include:
using correct scripts and acceptable variation from scripts
using plain English
using interpreters
establishing rapport while remaining impartial
adapting communication to suit audience
using assertive communication
Workplace relations information may include:
workplace conditions and entitlements, including:
maximum weekly hours of work
leave, including:
annual leave
parental leave and related entitlements
personal/carer's leave and compassionate leave
community service leave
long service leave
requests for flexible working arrangements
public holidays
notice of termination and redundancy pay
minimum wages
rights, roles and responsibilities of individuals or groups, including:
employers
employees
Fair Work Australia
state industrial relations commissions
unions
independent contractors
legislation, codes and standards relevant to the workplace, such as:
Fair Work Act 2009
Independent Contractors Act 2006
Australian Workplace Relations Act 1996
Public Service Act 2008
Public Service Regulation 2008
state public sector management legislation
award and enterprise agreements and relevant industrial instruments
transitional arrangements
other relevant federal, state or territory, and local legislation relating to:
OHS
human rights and equal employment opportunity
industrial relations
immigration
superannuation
workers compensation
long service leave
relevant industry codes of practice
note: legislation, codes and standards are subject to change and current relevant versions should be researched
relevant employment contracts or industrial instruments, such as:
employee collective agreement (ECA)
union collective agreement (UCA)
employee greenfield agreement (EGA)
union greenfield agreement (UGA)
Australian workplace agreement (AWA)
individual transitional employment agreement (ITEA)
enterprise bargaining agreement (EBA)
notional agreement preserving state award (NAPSA)
preserved state agreement (PSA)
enterprise agreement
multi enterprise agreement
single enterprise agreement
multiple business agreement (MBA)
common law contract (CLC)
federal award
state award
contract for award-free employees
Scope of authority may include that relating to:
definitions of types of enquiry to be accepted and types to be referred, including details of appropriate persons for referral
details of type, level and format of advice to be given, including:
sources of information to be used for advice
restrictions on variations to prescribed advice
Workplace relations enquiries may relate to:
legislation, codes and national standards relevant to the workplace
relevant employment contracts and industrial instruments
Workplace procedures may include those relating to:
OHS
code of conduct
recording and reporting
privacy and privacy disclaimers
scope of authority
referral
conflict of interest
Communication may be oral or written and may include:
using correct scripts and acceptable variation from scripts
using plain English
using interpreters
establishing rapport while remaining impartial
adapting communication to suit audience
using assertive communication
Workplace relations information may include:
workplace conditions and entitlements, including:
maximum weekly hours of work
leave, including:
annual leave
parental leave and related entitlements
personal/carer's leave and compassionate leave
community service leave
long service leave
requests for flexible working arrangements
public holidays
notice of termination and redundancy pay
minimum wages
rights, roles and responsibilities of individuals or groups, including:
employers
employees
Fair Work Australia
state industrial relations commissions
unions
independent contractors
legislation, codes and standards relevant to the workplace, such as:
Fair Work Act 2009
Independent Contractors Act 2006
Australian Workplace Relations Act 1996
Public Service Act 2008
Public Service Regulation 2008
state public sector management legislation
award and enterprise agreements and relevant industrial instruments
transitional arrangements
other relevant federal, state or territory, and local legislation relating to:
OHS
human rights and equal employment opportunity
industrial relations
immigration
superannuation
workers compensation
long service leave
relevant industry codes of practice
note: legislation, codes and standards are subject to change and current relevant versions should be researched
relevant employment contracts or industrial instruments, such as:
employee collective agreement (ECA)
union collective agreement (UCA)
employee greenfield agreement (EGA)
union greenfield agreement (UGA)
Australian workplace agreement (AWA)
individual transitional employment agreement (ITEA)
enterprise bargaining agreement (EBA)
notional agreement preserving state award (NAPSA)
preserved state agreement (PSA)
enterprise agreement
multi enterprise agreement
single enterprise agreement
multiple business agreement (MBA)
common law contract (CLC)
federal award
state award
contract for award-free employees
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Competency must be demonstrated by responding to a range of general workplace enquiries
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
apply scope of authority and refer or escalate enquiries that fall beyond scope
locate and use information sources to provide relevant response to enquiries
apply communication strategies to ensure responses to enquiries meet quality and productivity standards
provide responses to a range of enquiries from diverse enquirers
Consistency in performance
Competency should be demonstrated by responding to a range of enquiries, including both written and verbal enquiries.
Context of and specific resources for assessment
Assessment must comply with:
organisational client-management and health and safety procedures
applicable regulations and codes.
Access may be required to:
a simulated work environment
organisational policies and procedures
workplace relations information
Guidance information for assessment
The following assessment methods are suggested:
questioning about relevant legislation, the workplace relations framework, and workplace relations information and issues
observation of the candidate responding to a range of incoming enquiries from diverse enquirers about a variety of common workplace relations issues
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
Overview of assessment
Competency must be demonstrated by responding to a range of general workplace enquiries
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
apply scope of authority and refer or escalate enquiries that fall beyond scope
locate and use information sources to provide relevant response to enquiries
apply communication strategies to ensure responses to enquiries meet quality and productivity standards
provide responses to a range of enquiries from diverse enquirers
Consistency in performance
Competency should be demonstrated by responding to a range of enquiries, including both written and verbal enquiries.
Context of and specific resources for assessment
Assessment must comply with:
organisational client-management and health and safety procedures
applicable regulations and codes.
Access may be required to:
a simulated work environment
organisational policies and procedures
workplace relations information
Guidance information for assessment
The following assessment methods are suggested:
questioning about relevant legislation, the workplace relations framework, and workplace relations information and issues
observation of the candidate responding to a range of incoming enquiries from diverse enquirers about a variety of common workplace relations issues
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
No information
| State Code | National Code | Title | Type |
|---|---|---|---|
| D367 | PSP42210 | Certificate IV in Government (Workplace Relations) | Qualification |
| J298 | PSP42212 | Certificate IV in Government (Workplace Relations) | Qualification |