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Elements and Performance Criteria

1. Respond to customer complaints
   • Process complaints as per organisational policies and procedures
   • Obtain, document and review reports relating to the complaints
   • Make decisions taking into account applicable law, company policies and codes
   • Negotiate resolution of the complaint and seek agreement where possible
   • Maintain a register of complaints and disputes
   • Inform customer of outcome of investigation
2. Refer complaints
   • Identify complaints that require referral to other personnel or external bodies
   • Make referrals to appropriate personnel for follow up
   • Forward all documents and investigation reports
   • Ensure appropriate personnel are followed up to gain prompt decisions

Range Statement

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Performance Evidence

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

apply organisational or industry procedures for customer complaints

investigate the details of and background to the complaint and refer to other parties if required

negotiate an outcome with the customer if appropriate

process the complaint according to enterprise policy

recommend appropriate action arising from the complaint

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Knowledge Evidence

The candidate must demonstrate knowledge of:

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines

organisational policy and procedures for dealing with complaints

strategies for dealing with customer complaints

negotiation and communication strategies

the individual's role in processing customer complaints

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