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Elements and Performance Criteria

1. Prepare response
   • Locate and obtain required information
   • Decide whether to obtain or generate additional information given the priority and costs involved
   • Seek required approval/authority to release information before proceeding
2. Assess the request for information and/or advice
   • Clarify and confirm the source, nature and priority of the request
3. Record the receipt of the request in accordance with workplace procedures
   • Locate and obtain required information
4. Decide whether to obtain or generate additional information given the priority and costs involved
5. Seek required approval/authority to release information before proceeding
6. Provide information and/or advice
   • Ensure that information is accurate, relevant and complies with workplace/statutory requirements
7. Keep the customer informed of progress when it is not possible to answer immediately
8. Notify other relevant personnel of request and response in accordance with workplace procedures
9. Use most appropriate communication method given priority, cost and customer facilities
10. Provide information in a format suitable to customer
11. Check that the response met the customer's needs and take appropriate actions
12. Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures
13. Record details of the request and response
    • Record all information details accurately in accordance with workplace procedures
14. Ensure that all written information is accurate and/or legible
15. File all records in the designated place and in accordance with workplace procedures