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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Handle customer luggage/property
   • Customer enquiries are handled in a courteous manner and accurate advice and information is provided
   • Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures
   • Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account
   • Hazards are identified, risks are assessed and control measures are implemented
   • Luggage is issued on presentation of customer receipt or in accordance with workplace procedures
   • Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures
2. Process lost luggage/property
   • Lost luggage/property status is substantiated using appropriate enquiries
   • Lost luggage/property is investigated and traced in accordance with workplace procedures
   • Lost luggage/property records are maintained in accordance with workplace policies and procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

adapting to differences in equipment in accordance with workplace procedures applying precautions and required action to minimise, control or eliminate identified hazards applying relevant legislation and workplace procedures communicating effectively with others completing relevant documentation handling heavy items correctly interpreting and following workplace procedures and prioritising work reading and interpreting relevant instructions, procedures, information and signs reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures securing stored items working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

communication and negotiation requirements for handling customer luggage and/or property documentation and record requirements for handling customer luggage and/or property equipment and materials used for handling customer luggage and/or property, and precautions and procedures that should be followed in their use labelling and coding systems luggage forwarding procedures problems that may occur when handling customer luggage and/or property and appropriate action that can be taken to resolve these problems procedures for dealing with dangerous goods relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines transport system timetables workplace customer service policies and procedures workplace procedures and policies for handling customer luggage and/or property.

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