Unit of competency Outline
Date retreived
22/07/2026 10:00 PM AWST
22/07/2026 10:00 PM 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.
Support resolution of complaints relating to workplace relations processes
Support resolution of complaints relating to workplace relations processes
Unit of competency
National Code
PSPWPR504A
PSPWPR504A
State Code
D3726
D3726
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
07/07/2014
Nominal Hours
55
Description
This unit covers the ability to support the resolution of complaints relating to workplace relations processes. It involves reviewing investigation or advisory processes and outcomes and conducting further research to ensure impartiality, completeness and relevance of information-gathering processes and advice given. It includes clarifying the details of the complaint and explaining the complaints procedure, reviewing records to identify gaps or inconsistencies, consulting staff and stakeholders, conducting research, reporting findings and evaluating processes to contribute to improvements.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Clarify details of complaint and explain procedure
- 1.1. Complainant details are obtained and recorded and nature of involvement in workplace relations issue is confirmed.
- 1.2. Resolution procedure for complaints and impartiality of advisor are explained to complainant and confirmed as understood and accepted.
- 1.3. Details of complaint are obtained, recorded and verified with complainant.
- 1.4. Issues are analysed and those that cannot be resolved are explained or referred according to workplace procedures.
- 1.5. Process for issues that fall within level of authority is clarified and timeframe for resolution is proposed.
2. Review records of workplace relations issue and conduct research
- 2.1. Organisational records of the workplace relations issue and actions taken, information gathered and advice given are reviewed and possible errors or gaps in information are identified.
- 2.2. Staff and relevant stakeholders are consulted to clarify details of the workplace relations issue and gather information to complete or amend records.
- 2.3. Research is conducted to complete or amend information and advice.
- 2.4. Importance and urgency of the complaint are assessed and priority is allocated to enable timely and effective action.
- 2.5. Expert advice is sought as necessary according to workplace procedures.
- 2.6. Additional or amended information is recorded and validated with colleagues or relevant persons.
3. Report on resolution of complaint
- 3.1. Additional or amended information is incorporated into response according to complainant requirements and workplace procedures.
- 3.2. System records or reports are completed and processed according to workplace requirements.
- 3.3. Response is checked for accuracy, clarity, suitability of language for intended audience and compliance with workplace requirements.
- 3.4. Communications are conducted with complainant to convey outcomes of review and research.
- 3.5. Queries relating to additional or amended advice or to complaints procedures are responded to promptly and effectively.
4. Contribute to process improvement
- 4.1. Factors contributing to incomplete or incorrect information or advice are assessed and recorded.
- 4.2. Strategies for continuous improvement are suggested, sought from colleagues and relevant persons, and discussed.
- 4.3. Appropriate strategies are selected and proposals for change are documented and processed according to workplace 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. 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.
Complainants may include:
employees
employers
trainees and apprentices
employee representatives
employer representatives
union representatives
third parties
government departments
employer associations
Workplace relations issues may include:
making, varying or terminating a workplace agreement
operational and notification requirements
industrial instrument coverage
classification issues
wage rates
conditions and entitlements of employment
incorrect record keeping
failure to issue pay slips
unfair or unlawful termination
discrimination
OHS
working conditions
training
redundancy
superannuation
Complaints may include:
incorrect information provided to client
dissatisfaction with response times
impolite service
lack of impartiality
disagreement with decision not to litigate
misunderstanding of the result of enquiry
allegations of contraventions by third parties
outcome of enquiry not considered adequate
Stakeholders may include:
employees
employers
trainees and apprentices
employee representatives
employer representatives
union representatives
interested third parties
government departments
employer associations
Research may include:
records of similar or related cases
case law
legislation, codes and standards relevant to the workplace, such as:
Workplace Relations Act 1996
workplace relations regulations
Fair Work Act 2009
Independent Contractors Act 2006
other relevant federal, state or territory, and local legislation relating to:
OHS
human rights and equal employment opportunity
immigration
industrial relations
superannuation
workers compensation
long service leave
relevant industry codes of practice
note: legislation, codes and standards are subject to change and current relevant versions should be researched
relevant awards, employment contracts or industrial instruments, such as:
employee collective agreement (ECA)
union collective agreement (UCA)
employee greenfield agreement (EGA)
union greenfield agreement (UGA)
Australian workplace agreement(AWA)
individual transitional employment agreement (ITEA)
enterprise bargaining agreement (EBAs)
multiple business agreement (MBA)
common law contract (CLC)
enterprise agreement
single enterprise agreement
multi enterprise agreement
notional agreement preserving state award (NAPSA)
preserved state agreement (PSA)
greenfields agreement
federal award
state award
contract for award-free employees
Complainants may include:
employees
employers
trainees and apprentices
employee representatives
employer representatives
union representatives
third parties
government departments
employer associations
Workplace relations issues may include:
making, varying or terminating a workplace agreement
operational and notification requirements
industrial instrument coverage
classification issues
wage rates
conditions and entitlements of employment
incorrect record keeping
failure to issue pay slips
unfair or unlawful termination
discrimination
OHS
working conditions
training
redundancy
superannuation
Complaints may include:
incorrect information provided to client
dissatisfaction with response times
impolite service
lack of impartiality
disagreement with decision not to litigate
misunderstanding of the result of enquiry
allegations of contraventions by third parties
outcome of enquiry not considered adequate
Stakeholders may include:
employees
employers
trainees and apprentices
employee representatives
employer representatives
union representatives
interested third parties
government departments
employer associations
Research may include:
records of similar or related cases
case law
legislation, codes and standards relevant to the workplace, such as:
Workplace Relations Act 1996
workplace relations regulations
Fair Work Act 2009
Independent Contractors Act 2006
other relevant federal, state or territory, and local legislation relating to:
OHS
human rights and equal employment opportunity
immigration
industrial relations
superannuation
workers compensation
long service leave
relevant industry codes of practice
note: legislation, codes and standards are subject to change and current relevant versions should be researched
relevant awards, employment contracts or industrial instruments, such as:
employee collective agreement (ECA)
union collective agreement (UCA)
employee greenfield agreement (EGA)
union greenfield agreement (UGA)
Australian workplace agreement(AWA)
individual transitional employment agreement (ITEA)
enterprise bargaining agreement (EBAs)
multiple business agreement (MBA)
common law contract (CLC)
enterprise agreement
single enterprise agreement
multi enterprise agreement
notional agreement preserving state award (NAPSA)
preserved state agreement (PSA)
greenfields agreement
federal award
state award
contract for award-free employees
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
apply workplace complaints-resolution procedures
conduct appropriate research and consultation
communicate impartially and objectively throughout complaints-resolution procedures
apply advanced communication strategies to facilitate positive outcomes
contribute to process improvements
Consistency in performance
Competency should be demonstrated by providing information to support resolution of a range of complaints relating to workplace relations advice or investigation outcomes.
Context of and specific resources for assessment
Assessment must comply with:
organisational client management and health and safety procedures
applicable regulations and codes
Access may be required to:
a simulated work environment
organisational policies and procedures
workplace relations information
Guidance information for assessment
The following assessment methods are suggested:
oral questioning about complaints-resolution procedures, examples of complaints and their resolution, and workplace relations information
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
:
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
apply workplace complaints-resolution procedures
conduct appropriate research and consultation
communicate impartially and objectively throughout complaints-resolution procedures
apply advanced communication strategies to facilitate positive outcomes
contribute to process improvements
Consistency in performance
Competency should be demonstrated by providing information to support resolution of a range of complaints relating to workplace relations advice or investigation outcomes.
Context of and specific resources for assessment
Assessment must comply with:
organisational client management and health and safety procedures
applicable regulations and codes
Access may be required to:
a simulated work environment
organisational policies and procedures
workplace relations information
Guidance information for assessment
The following assessment methods are suggested:
oral questioning about complaints-resolution procedures, examples of complaints and their resolution, and workplace relations information
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
:
No information
| State Code | National Code | Title | Type |
|---|---|---|---|
| D371 | PSP52110 | Diploma of Government (Workplace Relations) | Qualification |
| J316 | PSP52112 | Diploma of Government (Workplace Relations) | Qualification |