- SIRXPRO002A - Implement product recalls
Assessor Resource
SIRXPRO002A
Implement product recalls
Assessment tool
Version 1.0
Issue Date: April 2024
This unit involves applies to personnel who are responsible for receiving and interpreting customer complaints, assessing and communicating risk-related information to supervisors, staff, external stakeholders and business customers, and managing the recall process for a worksite or recall activity according to company policy and relevant legislation.
This unit describes the performance outcomes, skills and knowledge required to initiate and implement product recalls for a retail or wholesale business in compliance with legislative obligations and according to risk management principles.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Nil
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, 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: responds to customer complaints in a positive and timely fashion in line with confidentiality requirements, company policy and relevant legislation interprets and communicates information to customers, supervisors, staff, external stakeholders and business customers identifies and accesses relevant and accurate information to evaluate potential risks responsibly and effectively manages recall process for a worksite or recall activity according to company policy organises, plans or completes recall and withdrawal procedures to recall notices initiated by business, manufacturer or government. |
Context of and specific resources for assessment | Assessment must ensure access to: a sales-oriented work environment relevant sources of product information relevant documentation, such as: policy and procedures manuals relevant legislation and guidelines. |
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 third-party reports from a supervisor written or verbal questioning to assess knowledge and understanding 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. |
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.
This section describes the essential skills and knowledge and their level, required for this unit. |
Required skills |
literacy and numeracy skills to record and report all actions analytical and decision-making skills to determine response to customer complaint planning and organisational skills to administer product recall activities interpersonal skills to: communicate with internal and external parties, including consumer groups, media, government bodies, business customers and supplier and individual consumers, including thorough, clear and direct communication ask questions to identify and confirm requirements share information give instructions use language and concepts appropriate to cultural differences use and interpret non-verbal communication |
Required knowledge |
Australian Standards and Food Standards Australia New Zealand requirements for product recall procedures correct reporting procedures recall process public liability obligations implications of differing contract types and contexts consumer groups and representative bodies relevant government agencies relevant commercial law and legislation rights and responsibilities of all parties transport, storage and disposal of recalled products Australian Competition and Consumer Commission (ACCC) provisions information sources on product and supply arrangements for customers business policy and procedures affecting job role or function Work Health and Safety (WHS) aspects of job |
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. | |
Appropriate communication techniques may include: | using appropriate, open and inclusive language using languages other than English including local community languages, Indigenous languages and visual languages such as sign language speaking clearly and concisely non-verbal communication. |
Recall procedures and standards include: | those outlined by Food Standards Australia New Zealand, trade practices legislation and procedure manuals business operating procedures relevant Australian Standards for product manufacturer, maintenance, storage, transportation, handling or sale. |
Product recall bodies may include: | recall coordinating committee manufacturer or industry recall committee Australian Competition and Consumer Commission Food Standards Australia New Zealand Australian Food Council Grocery Manufacturers of Australia retail, wholesale and distribution bodies federal and state or territory bodies, including those responsible for health, consumer affairs, industry, science and tourism. |
Reports may include: | risk assessment report customer complaint nature of contamination nature of complaint characteristics of product: fresh food, long-life, grocery, general merchandise, chilled, packaged, unpackaged police report. |
Product recall activities may include: | timing warnings insurance issues consultation with key stakeholders organising logistics reporting compliance claim procedures on recalled products legal requirements approvals obtained impact on business relationships and contractual arrangements. |
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 |
|---|---|---|---|
| Record details of complaint using appropriate communication techniques. | |||
| Determine preliminary assessment of risk to public health and safety. | |||
| Inform senior management of potential risk to public health and safety according to company recall procedures. | |||
| Immediately inform manufacturer or vendor of complaint as required by organisational policy. | |||
| Withdraw any products determined to pose immediate risk to public health and safety from sale according to company recall procedures. | |||
| Inform relevant public and industry product recall bodies, on confirmation of risk. | |||
| Detail process for determining risk and role of relevant public and industry product recall bodies. | |||
| Investigate and ascertain nature of risk and report to relevant public and industry product recall bodies. |
Forms
Assessment Cover Sheet
SIRXPRO002A - Implement product recalls
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Assessment Record Sheet
SIRXPRO002A - Implement product recalls
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Assessment task 1: [title] Result: Competent Not yet competent
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Overall assessment result: Competent Not yet competent
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