Elements and Performance Criteria

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 in the performance criteria is detailed below.
Customers may include:
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Risks of loss or damage may include:
theft
mis-sort
mis-deliver
loss
fraudulent activity
inappropriate handling causing damage of fragile goods.
Established laws, by-laws and procedural guidelines may include:
postal enterprise policy, operating procedures, systems and practices
postal regulations
mail delivery procedures, including:
locating mail items as per customer information
checking customer authorisation
specific procedures for delivering signature mail
being vigilant for mail items that may contain dangerous or illegal goods
the application of technology, such as track and trace scanning when processing mail for delivery
procedures for dealing with hazards associated with mail delivery in a retail environment
customer service standards and procedures
quality assurance procedures
codes of practice, including National Standards for Manual Handling and Industry Safety Code.
enterprise codes of practice relating to regulations for handling dangerous and illegal goods
equal opportunity, equal employment opportunity (EEO), affirmative action and anti-discrimination legislation
GST legislation.
Associated documentation may be:
in document form
in electronic form.

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:
locates, interprets and applies relevant information, which may include WHS and environmental requirements and postal enterprise operating procedures, systems and policy
works effectively with others in the workplace
uses postal enterprise electronic systems for delivery of mail
delivers mail using appropriate methods to secure mail and check customer authorisation
conveys information in verbal and written form
maintains hard copy and online workplace records and documentation as appropriate
provides effective and professional customer service.
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
customer articles and documents.
Methods 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.