Assessor Resource

UEGNSG703A
Investigate billing exceptions/conditions

Assessment tool

Version 1.0
Issue Date: April 2024


3)

This competency standard shall apply to any basic and safe work site where Gas Industry operations occur. It could also apply, where applicable to other workplaces in the electricity supply industry (transmission and distribution and generation), the electrotechnology industry and the water industry, subject to all Occupational Health and Safety and duty of care requirements being met for the workplace.

1)

This Unit covers the investigating of exceptions to the billing process and the implementation of their solutions in a utilities industry environment. For this competency standard exceptions and conditions must be considered; relevant problems solved; investigation of billing exceptions occur; liaison with customers occur; and solutions developed to relevant problems.

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

Prerequisites

Prerequisite Unit(s)

2)

Competencies

2.1)

Granting of competency in this unit shall be made only after competency in the following unit(s) has/have been confirmed:

Nil

Employability Skills

Refer to the Evidence Guide



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.

8)

The Evidence Guide forms an integral part of this Competency Standard Unit and shall be used in conjunction with all components parts of this unit and performed in accordance with the Assessment Guidelines of this Training Package.

Overview of Assessment

8.1)

Longitudinal competency development approaches to assessment, such as Profiling, require data to be reliably gathered in a form that can be consistently interpreted over time. This approach is best utilised in Apprenticeship programs and reduces assessment intervention. It is the Industry's preferred model for apprenticeships. However, where summative (or final) assessment is used it is to include the application of the competency in the normal work environment or, at a minimum, the application of the competency in a realistically simulated work environment. It is recognised that, in some circumstances, assessment in part or full can occur outside the workplace. However, it must be in accord with Industry and Regulatory policy in this regard.

Methods chosen for a particular assessment will be influenced by various factors. These include the extent of the assessment, the most effective locations for the assessment activities to take place, access to physical resources, additional safety measures that may be required and the critical nature of the competencies being assessed.

The critical safety nature of working with electricity, electrical equipment, gas or any other hazardous substance/material carries risk in deeming a person competent. Hence, sources of evidence need to be 'rich' in nature so as to minimise error in judgment.

Activities associated with normal every day work have a bearing on the decision as to how much and how detailed the data gathered will contribute to its 'richness'. Some skills are more critical to safety and operational requirements while the same skills may be more or less frequently practiced. These points are raised for the assessors to consider when choosing an assessment method and developing assessment instruments. Sample assessment instruments are included for Assessors in the Assessment Guidelines of this Training Package.

Critical aspects of evidence required to demonstrate competency in this unit

8.2)

Before the critical aspects of evidence are considered all prerequisites shall be met.

Evidence for competence in this unit shall be considered holistically. Each element and associated performance criteria shall be demonstrated on at least two occasions in accordance with the 'Assessment Guidelines UEG06'. Evidence shall also comprise:

A representative body of performance criteria demonstrated within the timeframes typically expected of the discipline, work function and industrial environment. In particular this shall incorporate evidence that shows a candidate is able to:

Implement Occupational Health and Safety workplace procedures and practices including the use of risk control measures as specified in the performance criteria and range

Apply sustainable energy principles and practices as specified in the performance criteria and range

Demonstrate an understanding of the essential knowledge and associated skills as described in this unit to such an extent that the learner's performance outcome is reported in accordance with the preferred approach; namely a percentile graded result, where required by the regulated environment

Demonstrate an appropriate level of skills enabling employment

Conduct work observing the relevant Anti Discrimination legislation, regulations, polices and workplace procedures

Demonstrate performance across a representative range of contexts from the prescribed items below.

Range of tools/equipment/materials/procedures/
workplaces/other variables

Group No

The minimum number of items on which skill is to be demonstrated

Item List

A

At least 6

Exceptions and conditions:

Long term bill accounts (12 months)

Meter changes

Manual bills

Daily accounts

Active and inactive accounts

Gas used on an inactive account i.e. vacant premises

Meter reader is unable to find the meter

Missing meter/records

Unknown consumer investigations

Vacant premises investigations

Meter relocations

B

At least 4

Investigating billing exceptions, field calls regarding:

Owner/occupiers' of properties

Dates of entry of owner/occupier

Meter reading for billing purposes

Meter identification details

Other relevant information such as forwarding address

Payment arrangements

C

At least 3

Telephone contact to:

Consumers

Council/rates office

Real estate agents

Internal employees/departments

Other statutory authorities

D

All

Liaison with customers through:

In person

Telephone

Fax

Letter

Internet

E

At least 4

Solutions include:

Arrange the removal of inactive meters

Account billed

Change meters

Arrangements for payment made

Adjust accounts

Access for future meter reading made

F

All

Administrative working environments in the Gas Industry

Communication, negotiation and problem solving techniques

Understand and use appropriate accounting program

Utilities industries meters

G

At least one occasion

Dealing with an unplanned event by drawing on essential knowledge and associated skills to provide appropriate solutions incorporated in the holistic assessment with the above listed items

Context of and specific resources for assessment

8.3)

This unit should be assessed as it relates to normal work practice using procedures, information and resources typical of a workplace. This should include:

OHS policy and work procedures and instructions.

Suitable work environment, facilities, equipment and materials to undertake actual work as prescribed by this Competency Standard Unit.

Appropriate environmental regulation and work practices.

Appropriate organisational requirements.

Appropriate work environment, equipment and tools.

In addition to the resources listed above, in Context of and specific resources for assessment, evidence should show demonstrated competency in investigating billing exceptions/conditions.

Assessment of this competency must also be undertaken in either an actual workplace or under a simulated work environment. Assessment must also integrate the Key Competencies.

Method of assessment

8.4)

This Competency Standard Unit shall be assessed by methods given in Volume 1, Part 3 'Assessment Guidelines'.

Note:
Competent performance with inherent safe working practices is expected in the Industry to which this Competency Standard Unit applies. This requires that the specified Essential Knowledge and Associated Skills are assessed in a structured environment which is primarily intended for learning/assessment and incorporates all necessary equipment and facilities for learners to develop and demonstrate the essential knowledge and associated skills described in this unit.

Concurrent assessment and relationship with other units

8.5)

There are no recommended concurrent assessments with this unit, however in some cases efficiencies may be gained in terms of learning and assessment effort being concurrently managed with allied Competency Standard Units where listed.

UEGNSG102A

Carry out work activities in a utilities industry work environment

UEGNSG103A

Comply with workplace OHS procedures and practices

UEGNSG104A

Comply with environmental policies and procedures

UEGNSG105A

Establish the work site

BSBCMN302A

Organise personal work priorities and professional development

BSBFLM312A

Contribute to team effectiveness

BSBFLM303A

Contribute to effective workplace relationships

BSBCMN311A

Maintain workplace safety

Key Competencies

8.6)

Evidence that particular Key Competencies have been achieved within this Competency Standard Unit is in the context of the following performance criteria of evidence. See Volume 2, Part 4 for an explanation of Key Competencies and levels of this Training Package.

Key Competencies

Example of Application

Performance Level

How are ideas and information communicated within this competency?

Refer to the following Performance Criteria for examples of application:

3

1.8; 2.2; 3.4

How can information be collected, analysed and organised?

Refer to the following Performance Criteria for examples of application:

2

1.1

How are activities planned and organised?

Refer to the following Performance Criteria for examples of application:

2

1.4; 1.7

How is team work used within this competency?

Refer to the following Performance Criteria for examples of application:

2

3.1

How are mathematical ideas and techniques used?

Refer to the following Performance Criteria for examples of application:

N/A

How are problem solving skills applied?

Refer to the following Performance Criteria for examples of application:

2

3.3

How is use of technology applied?

Refer to the following Performance Criteria for examples of application:

N/A

Skills Enabling Employment

8.7)

Evidence that competency in this unit incorporates skills enabling employment is in the context of the following performance. See Volume 2, Part 5 for definitions and an explanation of skills enabling employment.

Skills for Employment

Example of Application

1

Developing and using skills within a real workplace

Refer to the following Performance Criteria for examples of application:

All

2

Learning to learn in the workplace

Refer to the following Performance Criteria for examples of application:

2.6; 2.7

3

Reflecting on the outcome and process of work task

Refer to the following Performance Criteria for examples of application:

3.3

4

Interacting and understanding of the context of the work task

Refer to the following Performance Criteria for examples of application:

1.4; 1.8

5

Planning and organising the meaningful work task

Refer to the following Performance Criteria for examples of application:

1.4; 1.5; 1.7; 1.8

6

Performing the work task in non-routine or contingent situations

Refer to the following Performance Criteria for examples of application:

2.6

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.

6) This describes the essential skills and knowledge and their level, required for this unit.

Evidence shall show that knowledge has been acquired of safe working practices for the investigation of billing exceptions/conditions. The extent of the essential knowledge and associated skills (EKAS) required is given in Volume 2 - Part 2.2 EKAS. It forms an integral part of this unit.

G 3.7.1

Administrative working environments in the Gas Industry

G 3.7.2

Communication, negotiation and problem solving techniques

G 3.7.3

Understand and use appropriate accounting program

G 3.7.4

Utilities industries meters

7) This relates to the competency standard unit as a whole providing the range of contexts and conditions to which the performance criteria apply. It allows for different work environments and situations that will affect performance.

This Competency Standard Unit shall/may be demonstrated in relation to investigating billing exceptions/conditions.

The following constants and variables included in the element/performance criteria in this unit are fully described in the Definitions Section of this volume and form an integral part of the Range Statement of this unit:

Exceptions and conditions (3)

Problems (3)

Investigating billing exceptions (3)

Telephone contact (3)

Liaison with customers: (3)

Solutions (3)

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
Account exceptions and conditions are correctly identified and comprehensively researched in a timely manner against work schedule(s) and established procedures and confirmed if necessary by site inspection 
Relevant requirements and established procedures for the work are communicated to all persons 
OHS, environmental and sustainable energy policies and procedures related to investigating billing exceptions/conditions are obtained and confirmed for the purposes of the work performed and communicated 
Work is prioritised and sequenced following consultation with others for completion within acceptable timeframes and in accordance with established procedures 
Risk control measures for identified hazards are prioritised, implemented and monitored against the work schedule 
Relevant work permits are obtained to access, isolate/de-energise systems and perform work according to requirements and established procedures 
Resources including appropriately licensed persons, equipment, tools and personal protective equipment required for investigating billing exceptions/conditions are identified, scheduled and obtained and confirmed in working order 
Liaison and communication with authorised persons, authorities, clients and land-owners is completed so that work can be carried out where necessary 
Persons participating in the work, including plant operators and contractors are fully briefed and respective responsibilities confirmed where applicable in accordance with established procedures 
Analysis of information to identify key issues is undertaken as required and information is evaluated for relevance and validity to the requirements 
Dealings with customers are consistent with standard operating procedures and the special needs of customers are identified and considered in targeting client service 
Apply Essential Knowledge and Associated Skills for carrying out billing exceptions/conditions to ensure completion in an agreed timeframe and to quality standards with a minimum of waste according to requirements 
Investigating billing exceptions/conditions is carried out in accordance with the work schedule and established procedures 
Hazard warnings and safety signs are recognised and hazards and assessed OHS risks are reported to the immediate authorised persons for directions according to established procedures 
Unplanned events in the carrying out of the investigation of billing exceptions/conditions are undertaken with the scope of established procedures 
Known solutions to a variety of problems are applied using acquired Essential Knowledge and Associated Skills 
Ongoing checks of quality of the work are undertaken in accordance with given instructions and established procedures 
Solutions are developed based on consideration of relevant information and options and proposed solutions are communicated and implemented as required against works schedule and anomalies reported in accordance with established procedures 
Accidents and injuries are reported in accordance with requirements and established procedures where applicable 
Solution is implemented in accordance with standard operating procedures ensuring that action is correctly documented, the transaction is accurately processed and the customer is advised 
Work completion records, reports and documentation are finalised and processed and appropriate persons notified 

Forms

Assessment Cover Sheet

UEGNSG703A - Investigate billing exceptions/conditions
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

UEGNSG703A - Investigate billing exceptions/conditions

Student name:

Student ID:

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

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: