Assessor Resource

PSPWPR504A
Support resolution of complaints relating to workplace relations processes

Assessment tool

Version 1.0
Issue Date: May 2024


In practice, people responsible for supporting the resolution of complaints relating to workplace relations processes may be working as:

researcher or advisor in advisory organisations

workplace relations inspector or investigator

senior human resources officer with responsibility for compliance with workplace relations and other employment legislation

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.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

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Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

language and literacy skills to:

prepare reports and correspondence containing information that is impartial, validated, accurate and complete

read, interpret and communicate legislation, regulations, policies, procedures and guidelines relating to workplace relations

time-management skills to plan and prioritise work

problem-solving skills to:

analyse and evaluate complaints

propose timeframe for resolution of complaints

communication skills to communicate impartially and diplomatically with diverse stakeholders, including:

conducting open discussions

facilitating positive outcomes

active listening

using appropriate questioning techniques

teamwork skills to:

consult

gather and prepare evidence

contribute to process improvement

organising and planning skills to administer and manage records and files

Required knowledge

workplace relations framework

workplace relations legislation, including conditions and entitlements

common and case law

roles and responsibilities of stakeholders, including employers, employees, legal representatives, unions, advisory bodies and other government agencies

organisational policies and procedures, in particular complaints 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

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Complainant details are obtained and recorded and nature of involvement in workplace relations issue is confirmed. 
Resolution procedure for complaints and impartiality of advisor are explained to complainant and confirmed as understood and accepted. 
Details of complaint are obtained, recorded and verified with complainant. 
Issues are analysed and those that cannot be resolved are explained or referred according to workplace procedures. 
Process for issues that fall within level of authority is clarified and timeframe for resolution is proposed. 
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. 
Staff and relevant stakeholders are consulted to clarify details of the workplace relations issue and gather information to complete or amend records. 
Research is conducted to complete or amend information and advice. 
Importance and urgency of the complaint are assessed and priority is allocated to enable timely and effective action. 
Expert advice is sought as necessary according to workplace procedures. 
Additional or amended information is recorded and validated with colleagues or relevant persons. 
Additional or amended information is incorporated into response according to complainant requirements and workplace procedures. 
System records or reports are completed and processed according to workplace requirements. 
Response is checked for accuracy, clarity, suitability of language for intended audience and compliance with workplace requirements. 
Communications are conducted with complainant to convey outcomes of review and research. 
Queries relating to additional or amended advice or to complaints procedures are responded to promptly and effectively. 
Factors contributing to incomplete or incorrect information or advice are assessed and recorded. 
Strategies for continuous improvement are suggested, sought from colleagues and relevant persons, and discussed. 
Appropriate strategies are selected and proposals for change are documented and processed according to workplace procedures. 

Forms

Assessment Cover Sheet

PSPWPR504A - Support resolution of complaints relating to workplace relations processes
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Assessment Record Sheet

PSPWPR504A - Support resolution of complaints relating to workplace relations processes

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Assessment task 1: [title] Result: Competent Not yet competent

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