Elements and Performance Criteria

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.


interpretation of terms and conditions

claims

liability

validity of contract

failure to provide agreed service

provision of inaccurate advice

fraud


employer

insurer

claimant

risk manger

service providers

brokers

investigators or assessors

industry and professional organisations

unions


customer details

company policy

customer's past history with the company and other companies

type of business and product or service


has the correct procedure been followed

has the customer been kept informed of progress of the dispute

was the initial decision that is being deputed based on adequate information


referral to outside bodies such as mediators

conciliation bodies or specific industry dispute resolution bodies such as the Insurance Enquiries and Complaints Commission or the Insurance Brokers Dispute Facility

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

To achieve competency in this unit, a person must be able to demonstrate:

the ability to settle disputes in the financial services industry in line with organisation's policy and procedures and industry and legislative requirements
a knowledge of disputes resolution techniques
knowledge of relevant legislation, company policy and procedures and industry codes of practice

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed on the job or a combination of on and off the job assessment.

Resources required for assessment:
Assessment of this unit of competence requires access to a qualified assessor or assessment team and access to the information about a range of workplace disputes.