Unit of competency Outline
Date retreived
22/07/2026 6:56 AM AWST
22/07/2026 6:56 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.
Handle customer interviews and applications
Handle customer interviews and applications
Unit of competency
National Code
SIRRPOS004A
SIRRPOS004A
State Code
S6083
S6083
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
26/11/2012
Field of Education
080501 - Sales
Original Release Date
26/11/2012
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to conduct interviews with customers for services associated with third-party agencies.
Notes
Elements and Performance Criteria
1. Prepare for the interview.
- 1.1.Organise relevant documentation and information sources in preparation for specific interview.
- 1.2.Advise customer of documentation and payment requirements, interviewprocedure and attendance requirements.
- 1.3.Take follow up action as necessary.
2. Conduct customer interview.
- 2.1.Explain interview purpose, process and identification requirements.
- 2.2.Check customer’s documentation, including personal details to ensure it is according to postal enterprise guidelines and regulatory requirements of authorising agency.
- 2.3.Ensure interview conditions and facilities are according to postal enterprise and authorising agency requirements.
- 2.4.Record comments according to requirements of postal enterprise and authorising agency.
- 2.5.Sight customer’s original documentation and question customer effectively to ensure information provided is authentic and appropriate according to postal enterprise and authorising agency requirements.
- 2.6.Confirm applicant identification, checking quality, consistency and identification details of all relevant documents and photographs according to requirements of postal enterprise and authorising agency.
- 2.7.Confirm and cross check documented details to ensure consistency and validity.
- 2.8.Request, sight and include additional evidence as required to address regulatory requirements.
- 2.9.Access all relevant information sources to confirm application is according to customer and regulatory body requirements.
3. Finalise application.
- 3.1.Remind customer of their responsibility to provide accurate information and inform them of arrangements to finalise the application.
- 3.2.Accept and record payment according to requirements of postal enterprise and authorising agency.
- 3.3.Amend or cancel previous documentation or arrangements as required according to requirements of postal enterprise and authorising agency.
- 3.4.Verify completed application according to postal enterprise policy and procedures.
- 3.5.Offer delivery options and organise according to postal enterprise and authorising agency policy and procedures.
- 3.6.Complete declaration and record transaction according to requirements of postal enterprise and authorising agency.
- 3.7.Provide customer with relevant information about further steps in the process according to requirements of postal enterprise and authorising agency.
- 3.8.Maintain confidentiality according to privacy requirements and postal enterprise policy and procedures.
- 3.9.Record application details and forward to the relevant authority according to requirements of postal enterprise and authorising agency.
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.
Relevant documentation and information sources may include:
application form
applicant birth certificate
applicant's previous passport
third-party agency enquiry lines
third-party agency and postal enterprise manuals.
Specific interviews may include:
Australian passport and Document of Identity (Norfolk Island) applications
Australian citizenship applications
application to open a bank account
licence applications.
Documentation requirements may include:
documents as per agency agreements
sufficient and valid identification.
Interview procedure may include:
a requirement for an interpreter.
Personal details may include:
full name (including change of name documentation or deed poll)
sex
date of birth
place of birth
details of spouse and children (including decree nisi if relevant)
mother's family name at birth
daytime contact details
residential address.
Additional evidence may include:
forms of identification, including recent photograph, such as current driver's licence
birth certificate of parent
citizenship and residence details
intention to reside.
Relevant documentation and information sources may include:
application form
applicant birth certificate
applicant's previous passport
third-party agency enquiry lines
third-party agency and postal enterprise manuals.
Specific interviews may include:
Australian passport and Document of Identity (Norfolk Island) applications
Australian citizenship applications
application to open a bank account
licence applications.
Documentation requirements may include:
documents as per agency agreements
sufficient and valid identification.
Interview procedure may include:
a requirement for an interpreter.
Personal details may include:
full name (including change of name documentation or deed poll)
sex
date of birth
place of birth
details of spouse and children (including decree nisi if relevant)
mother's family name at birth
daytime contact details
residential address.
Additional evidence may include:
forms of identification, including recent photograph, such as current driver's licence
birth certificate of parent
citizenship and residence details
intention to reside.
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 Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
accesses legal and regulatory requirements for applications
communicates effectively with customers or applicants
defuses situations in which customers or applicants are aggressive
completes documentation accurately
locates, interprets and applies relevant information, which may include Work Health and Safety (WHS) and environmental requirements, privacy legislation and postal enterprise operating procedures and policy
works effectively with others in the workplace
conveys information effectively in verbal and written form
maintains workplace records and documentation
provides effective and professional customer service
selects and uses appropriate workplace colloquial and technical language.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
postal enterprise policy and procedure manuals
policy and procedure manuals for relevant authorising agencies
customer application documents
personal identification and related documentation.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
a role play
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
accesses legal and regulatory requirements for applications
communicates effectively with customers or applicants
defuses situations in which customers or applicants are aggressive
completes documentation accurately
locates, interprets and applies relevant information, which may include Work Health and Safety (WHS) and environmental requirements, privacy legislation and postal enterprise operating procedures and policy
works effectively with others in the workplace
conveys information effectively in verbal and written form
maintains workplace records and documentation
provides effective and professional customer service
selects and uses appropriate workplace colloquial and technical language.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
postal enterprise policy and procedure manuals
policy and procedure manuals for relevant authorising agencies
customer application documents
personal identification and related documentation.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
a role play
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S2939 | WRRRP1A | Handle customer interviews and applications | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J147 | SIR30212 | Certificate III in Retail Operations | Qualification |
| J154 | SIR30312 | Certificate III in Retail Supervision | Qualification |