Unit of competency Outline
Date retreived
22/07/2026 9:41 AM AWST
22/07/2026 9:41 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.
Ensure the confidentiality, privacy and security of customer information
Ensure the confidentiality, privacy and security of customer information
Unit of competency
National Code
TLIP2039A
TLIP2039A
State Code
WI841
WI841
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
21/03/2014
Field of Education
029901 - Security Science
Original Release Date
21/03/2014
Nominal Hours
15
Description
This unit involves the skills and knowledge required to apply principles and requirements relating to confidentiality, privacy and security of information collected when providing services to customers.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Work within accepted codes of conduct
- 1.1 Work requirements and/or delegated task/s are confirmed with relevant personnel
- 1.2 Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements
- 1.3 Customers are treated professionally and with respect when collecting personal data
2 Follow confidentiality and privacy procedures
- 2.1 Information and requests for information are assessed with regard to what is and what is not disclosable
- 2.2 Discretion and judgement is used in all communications
- 2.3 Customer-related matters are only discussed with appropriate personnel
- 2.4 Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information
3 Follow security procedures
- 3.1 Customer information and other confidential documentation is secured appropriately
- 3.2 All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and 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.
Relevant personnel may include:
managers
specialised staff
supervisor
Relevant personnel may include:
managers
specialised staff
supervisor
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:
required knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement.
Assessment must include exercises that demonstrate competent performance of the following in a range of situations:
identifying types of inquires that are likely to be made and providing appropriate responses
documenting activities in which confidentiality, privacy and security are maintained, which may include:
examples of actions taken
how difficult situations were addressed
how guidance was provided about confidentiality, privacy and security, and clarification obtained (as required).
Context of and specific resources for assessment
Performance is demonstrated consistently over time and in a suitable range of contexts.
Resources for assessment include access to:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
an appropriate range of relevant operational situations in the workplace.
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.
Method of assessment
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests.
Practical assessment must occur:
through activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:
required knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement.
Assessment must include exercises that demonstrate competent performance of the following in a range of situations:
identifying types of inquires that are likely to be made and providing appropriate responses
documenting activities in which confidentiality, privacy and security are maintained, which may include:
examples of actions taken
how difficult situations were addressed
how guidance was provided about confidentiality, privacy and security, and clarification obtained (as required).
Context of and specific resources for assessment
Performance is demonstrated consistently over time and in a suitable range of contexts.
Resources for assessment include access to:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
an appropriate range of relevant operational situations in the workplace.
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.
Method of assessment
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests.
Practical assessment must occur:
through activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI14 | TLIP2039 | Ensure the confidentiality, privacy and security of customer information | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J798 | TLI22313 | Certificate II in Rail Customer Service | Qualification |
| J800 | TLI33113 | Certificate III in Rail Customer Service | Qualification |