Unit of competency Outline
Date retreived
22/07/2026 7:10 AM AWST
22/07/2026 7:10 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.
Implement quality systems and procedures in a dangerous goods workplace
Implement quality systems and procedures in a dangerous goods workplace
Unit of competency
National Code
TLIJ4010A
TLIJ4010A
State Code
S8309
S8309
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/10/2014
Field of Education
080317 - Quality Management
Original Release Date
31/10/2014
Nominal Hours
40
Description
This unit involves the skills and knowledge required to implement quality systems and procedures to meet customer needs in a dangerous goods workplace.Licensing, legislative, regulatory and certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1 Deliver service to customers
- 1.1 Customer service is provided promptly to meet customer needs in accordance with organisational procedures
- 1.2 Suggestions and complaints are treated positively and politely
- 1.3 Opportunities to enhance the quality of services are identified and used
2 Provide effective customer service on customer site
- 2.1 Site procedures are carried out in a timely and professional manner in accordance with organisational requirements
- 2.2 Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met in accordance with organisational requirements
- 2.3 Operations and services are provided to satisfy customer delivery, quantity and cost requirements
3 Maintain services and operations
- 3.1 Information and advice given are accurate and in line with organisational procedures
- 3.2 Information that affects customers and the efficiency of operations and services is passed to the appropriate people
- 3.3 Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect
- 3.4 Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained
- 3.5 All information relating to work activities is confirmed or clarified with appropriate people as required
4 Deal with difficult customer situations
- 4.1 Customer complaints are handled courteously in accordance with organisational procedures
- 4.2 Nature and details of the customer’s complaint are established and agreed on
- 4.3 Action to resolve the customer’s complaint is taken wherever possible
- 4.4 Unresolved customer complaints are referred to a higher authority
- 4.5 All associated documentation is accurately completed in accordance with organisational procedures
5 Maintain personal presentation standards and present a professional image
- 5.1 Company uniform is maintained to present an appropriate image in accordance with organisational requirements
- 5.2 Specific presentation requirements are maintained in accordance with organisational requirements
- 5.3 Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements
6 Present a positive company image using effective communication techniques
- 6.1 Professional ethics are maintained to enhance customer commitment
- 6.2 Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements
- 6.3 Effective service environment is created through appropriate communication techniques
- 6.4 Communication equipment is used effectively and efficiently in accordance with organisational procedures
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. Bold italicised wording in the Performance Criteria is detailed below. Add any 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.
Customers include:
suppliers
receivers
contractors
general public
Communication techniques include:
telephone
two-way radio
email
fixed phone
mobile phone
faxes
internet
oral, aural, or signed communications
Organisational documentation includes:
transport emergency response plan (TERP)
standard operating procedures (SOP)
emergency procedures guide (EPG)
emergency information procedure (EIP)
Documentation and records include:
transport regulations as they apply to the enterprise, including local authority regulations and procedures
workplace policies and procedures
relevant Australian standards and certification requirements
relevant internal data entry books, including log books, data sheets and load sheets
TERP
Applicable legislative procedures and codes include:
Australian code for the transport of dangerous goods by road or rail: the current Australian Dangerous Goods (ADG) Code
relevant state and territory:
roads and traffic authority driving regulations and licence or permit requirements pertaining to operating heavy vehicles on unsealed roads
road rules
OH&S legislation
fatigue management regulations
environmental protection legislation and regulations
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 in the Performance Criteria is detailed below. Add any 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.
Customers include:
suppliers
receivers
contractors
general public
Communication techniques include:
telephone
two-way radio
fixed phone
mobile phone
faxes
internet
oral, aural, or signed communications
Organisational documentation includes:
transport emergency response plan (TERP)
standard operating procedures (SOP)
emergency procedures guide (EPG)
emergency information procedure (EIP)
Documentation and records include:
transport regulations as they apply to the enterprise, including local authority regulations and procedures
workplace policies and procedures
relevant Australian standards and certification requirements
relevant internal data entry books, including log books, data sheets and load sheets
TERP
Applicable legislative procedures and codes include:
Australian code for the transport of dangerous goods by road or rail: the current Australian Dangerous Goods (ADG) Code
relevant state and territory:
roads and traffic authority driving regulations and licence or permit requirements pertaining to operating heavy vehicles on unsealed roads
road rules
OH&S legislation
fatigue management regulations
environmental protection legislation and regulations
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment section in Section B of the accreditation submission.
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:
knowledge of organisational procedures within job function
rectifying a complaint using workplace policy and procedures
demonstrating effective customer service within the dangerous goods industry at a customer’s site
identifying good customer service with the dangerous goods industry
Context of and specific resources for assessment
Assessment must ensure access to:
tools, equipment and personal protective equipment (PPE) currently used in the dangerous goods industry
relevant and current regulatory and equipment documentation that impacts on work activities as it applies to the dangerous goods industry
Method of assessment
Practical assessment must occur:
through activities in an appropriately simulated environment consistent with current industry practice, and/or
in an appropriate range of situations in the workplace
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge
Assessment processes and techniques must be appropriate to the language and literacy capacity of the candidate and the work being performed
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment section in Section B of the accreditation submission.
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:
knowledge of organisational procedures within job function
rectifying a complaint using workplace policy and procedures
demonstrating effective customer service within the dangerous goods industry at a customer’s site
identifying good customer service with the dangerous goods industry
Context of and specific resources for assessment
Assessment must ensure access to:
tools, equipment and personal protective equipment (PPE) currently used in the dangerous goods industry
relevant and current regulatory and equipment documentation that impacts on work activities as it applies to the dangerous goods industry
Method of assessment
Practical assessment must occur:
through activities in an appropriately simulated environment consistent with current industry practice, and/or
in an appropriate range of situations in the workplace
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge
Assessment processes and techniques must be appropriate to the language and literacy capacity of the candidate and the work being performed
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWL96 | TLIJ4010 | Implement quality systems and procedures in a dangerous goods workplace | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S795 | TLI42111 | Certificate IV in Driving Operations | Qualification |