Elements and Performance Criteria

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.
Work may be conducted:
in a range of work environments
Fares/itineraries to be constructed may include:
air
bus
coach
ferry
rail
tram
combinations
In providing advice to suit the needs of the customer the following types of fares must be considered:
published fares
constructed fares
net fares
promotional fares
Information used when advising on and constructing fares for customers may include:
market trend information
customer requirements regarding tour packages
agency and outlet agreements
workplace budget and business objectives information
Travel documentation may include:
tickets
pre-paid ticket advice
miscellaneous charge orders
credit card charge forms
All documentation issued must be in accordance with:
International Air Transport Association/Domestic Agency Program Australia and Australian transport regulations
Transport provider information includes:
air, coach, rail, ferry guides
fare manuals
computerised data
general travel information
Document details include:
tickets
miscellaneous charge orders
pre-paid ticket advice
credit card charge forms
Consultative processes may involve:
customers and potential customers
other workplace personnel
supervisors and managers
representatives of other transport agencies and organisations
official representatives
Communication in the work area may include:
phone
fax
email/internet
electronic data interchange (EDI)
face-to-face communication and memos
signed communications and forms
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Information/documents may include:
workplace procedures and policies for advising on and constructing fares for customers
work instructions, job description and induction materials
air, coach, rail, ferry guides, fare manuals, computerised data and general travel information
travel documentation
information related to advertising and promotional activities within the industry
tickets, miscellaneous charge orders, pre-paid ticket advice and credit card charge forms
manufacturers specifications for office and communications equipment and materials
relevant OH&S requirements and policies
relevant codes of practice and regulations including trade practice and consumer protection regulations
award, enterprise bargaining agreement and other industrial arrangements
customer service and quality assurance procedures
emergency procedures
Applicable regulations and legislation may include:
relevant codes and regulations pertaining to advising on and constructing fares for customers, including trade practice and consumer protection requirements
relevant state/territory OH&S legislation
workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation
workers compensation regulations

EVIDENCE GUIDE
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 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 applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to 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
Assessment of this unit must be undertaken by a registered training organisation
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 at the registered training organisation, and/or
in an appropriate range of situations in the workplace