Unit of competency Outline
Date retreived
22/07/2026 10:15 AM AWST
22/07/2026 10:15 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.
Resolve disputes
Resolve disputes
Unit of competency
National Code
FNSCUS402A
FNSCUS402A
State Code
D4094
D4094
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
29/07/2014
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to investigate, negotiate and resolve disputes between financial services customers and organisations.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Establish that a dispute exists
- 1.1. All information relating to the original problem is identified and the grounds for the dispute clarified
- 1.2. Contact is made with all parties to identify and clarify the disputed issues and ensure that the customer has a legitimate dispute or that the initial complaint has not already been settled to the customer's satisfaction
- 1.3. Information is assessed to ensure that the organisation operating procedures have been followed and all information relevant to the dispute resolution process is provided to the customer
- 1.4. Where necessary additional information is obtained from relevant parties as required and exchanged appropriately
- 1.5. Where the existence of a genuine dispute is established, the customer is informed of the organisation's obligations, procedures to be followed and timeframes
2. Investigate the dispute and determine the action to be taken
- 2.1. All information from prior dealings with the customer is collected with further investigations undertaken if necessary
- 2.2. The customer is kept informed of progress and advised of any delays
- 2.3. Resolution action is determined with consideration to the facts, legislation, organisation procedures and policies and industry codes of practice and appropriate personnel informed of action to be taken
3. Resolve dispute
- 3.1. The customer is informed of the decision, including reasons for the decision if appropriate, and negotiations are carried out with claimant or representative if required
- 3.2. Disputes are resolved in a timely and, as far as practicable, non litigious manner and, as far as possible, without resorting to formal conciliation services
- 3.3. The rights of the customer are respected in all dispute settlement procedures and any unresolved disputes are referred to formal conciliation services
4. Finalise dispute
- 4.1. Outcomes of the dispute resolution process are recorded and all parties affected by the decision clearly and promptly advised on the outcome and their rights in relation to review of the decision
- 4.2. Relevant documentation is prepared according to legislation, regulations and codes of practice for unresolved disputes which have been referred to formal conciliation services
- 4.3. Decision of external dispute resolution body is attended to, as appropriate
- 4.4. All documentation is completed in accordance with legislation and organisation procedures
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. 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.
Grounds for the dispute may include:
claims
failure to provide agreed service
fraud
interpretation of terms and conditions
liability
provision of inaccurate advice
validity of contract.
Parties may include:
brokers
claimant
employer
industry and professional organisations
insurer
investigators or assessors
risk manger
service providers
unions.
Information may include:
customer details
customer history with the organisation and other companies
organisation policy
type of business and product or service.
Investigations may include consideration of:
whether:
the correct procedure been followed
the customer been kept informed of progress of the dispute
the initial decision that is being disputed based on adequate information
Formal conciliation services may include:
conciliation bodies or specific industry dispute resolution bodies such as:
Insurance Enquiries and Complaints Scheme
Insurance Brokers Disputes Limited (IBD)
referral to outside bodies such as mediators.
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.
Grounds for the dispute may include:
claims
failure to provide agreed service
fraud
interpretation of terms and conditions
liability
provision of inaccurate advice
validity of contract.
Parties may include:
brokers
claimant
employer
industry and professional organisations
insurer
investigators or assessors
risk manger
service providers
unions.
Information may include:
customer details
customer history with the organisation and other companies
organisation policy
type of business and product or service.
Investigations may include consideration of:
whether:
the correct procedure been followed
the customer been kept informed of progress of the dispute
the initial decision that is being disputed based on adequate information
Formal conciliation services may include:
conciliation bodies or specific industry dispute resolution bodies such as:
Insurance Enquiries and Complaints Scheme
Insurance Brokers Disputes Limited (IBD)
referral to outside bodies such as mediators.
EVIDENCE GUIDE
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
settle disputes in the financial services industry in line with organisation's policy and procedures and industry and legislative requirements
effectively apply dispute resolution techniques
interpret and comply with relevant legislation, organisation policy and procedures and industry codes of practice
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information
access to information about a range of workplace disputes.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing business simulations or scenarios
accessing and validating third party reports.
Guidance information for assessment
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
settle disputes in the financial services industry in line with organisation's policy and procedures and industry and legislative requirements
effectively apply dispute resolution techniques
interpret and comply with relevant legislation, organisation policy and procedures and industry codes of practice
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information
access to information about a range of workplace disputes.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing business simulations or scenarios
accessing and validating third party reports.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9751 | FNSICGEN404B | Resolve disputes | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ80 | FNSCUS402 | Resolve disputes | Unit of competency |