Elements and Performance Criteria

Exceptions and conditions may include long term bill accounts (12 months); meter changes; manual bills; daily accounts; active and inactive accounts; gas used on an inactive account ie vacant premises; meter reader is unable to find the meter; missing meters/records; unknown consumer investigations; vacant premises investigations; meter relocations
Problems may include consumption is abnormally high or low; reading is lower than previous reading (step down); access to meter; discrepancy between meter reader's reading and that of the consumer; missing meter; meter breakdown; meter relocation
Investigating billing exceptions and conditions may involve Field calls may be undertaken to determine: owner/occupiers' of properties; dates of entry of owner/occupier; meter reading for billing purposes; meter identification details; other relevant information such as forwarding address, payment arrangement
Telephone contact to consumers; councils/rates offices; real estate agents; internal employees/Departments; other statutory authorities
Liaison with customers: in person or by telephone; fax; letter; Internet
Solutions include arrange the removal of inactive meters; account billed; change meters; arrangements for payment made; adjust accounts; access for future meter reading made

Critical aspects of evidence
These include effective use of company billing system; identifying problems, considering alternatives and successfully implement solutions; communicating and negotiating with customers and employees; developing constructive responses when confronted with problems and difficulties

Context of assessment
Assessment of competency, including attainment of relevant knowledge and skills may be made through practical demonstration in an actual work environment or simulation of such an environment.

Specialised resources required for training and assessment
Access to company billing system; availability of suitably qualified industry assessors; system which facilitates recording of trainees' profiles and progress; facilities for workplace or simulated environment assessment

Pre-requisites and Co-requisite:
This unit requires, as an entry, attainment of the Certificate II in Gas Operations and related units of competence if pursuing a Certificate III in Gas Operations.
Entry may also be accepted from those who have achieved an equivalent AQF level two-qualification competency outcome. As such, they would be expected to have attained sufficient relevant underpinning knowledge and skills, which could be used to accelerate their progress through this unit to the Certificate III in Gas Operations. However, should this not be the case a suitable bridging program is to form part of the entry requirement.
Additionally, this unit should be assessed in conjunction with or after competency has been demonstrated in the selected Clerical and Administrative Competency Standards including:
BSA INF 301 A Maintain Information Records System to ensure Integrity of System
BSA COM 301 A Collect and Provide Information to Facilitate Communication Flow
BSA ENT 301 A Provide Information and Advice Regarding the Products and Services of the Organisation to Meet Client needs
BSA ENT 302 A Process Client Complaints to ensure the goals of the Organisations are Met
BSA TEC 301 A Use the Advance Functions of a Range of Office Equipment to Produce a Document

Knowledge and Skills:
The Evidence Guide is a set of guidelines which assist in the development of assessment instruments/tools to assess the competency of workers in the Gas Industry. This requires evidence of consistent achievement of the workplace outcomes covered by the unit.
An employee working at this level is required to manage work to achieve goals and results; use available routine information appropriate to work responsibility; make decisions within responsibility and authority; monitor/introduce practices to improve performance; use effective consultative processes; communicate routine and non-routine information clearly to senior managers, peers and subordinates; select and use available technology appropriate including appropriate accounting systems; understand and adhere to SOPs; understand the types and function of various types of meters
Demonstrate: the ability to liaise effectively with a range of clients; clear and accurate observation and analytical skills; negotiation and dispute resolution skills; general business and organisational skills; appropriate report and letter writing; written and verbal communication; effective telephone techniques; identify problems, consider alternatives and successfully implement solutions