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Elements and Performance Criteria

  1. Plan to investigate billing exceptions/conditions
  2. Job requirements and workplace procedures for the investigation are obtained and communicated to relevant persons
  3. WHS/OHS, environmental and sustainable energy policies and procedures related to the investigation are obtained, applied and communicated to relevant person/s
  4. Work is prioritised and sequenced for completion within acceptable timeframes following consultation with relevant person/s in accordance with workplace procedures
  5. Hazards are identified, work health and safety (WHS)/occupational health and safety (OHS) risks are assessed and control measures prioritised, implemented and monitored in accordance with workplace procedures
  6. Relevant work permits/authorisations are obtained to access and perform the work in accordance with workplace procedures, regulatory and job requirements
  7. Licensed person/s, equipment, tools and personal protective equipment (PPE) required for the investigation are identified, scheduled, obtained and checked for correct operation and safety in accordance with workplace procedures
  8. Communication with authorised person/s, authorities, clients and land owners is undertaken and work coordinated in accordance with work schedule and workplace procedures
  9. Work site preparation, safety plan and work schedule are confirmed with relevant stakeholders in accordance with workplace procedures
  10. Person/s participating in the work are briefed and responsibilities confirmed in accordance with job requirements and workplace procedures
  11. Carry out investigation of billing exceptions/conditions
  12. Relevant materials, tools, equipment and devices are selected and used correctly and safely in accordance with manufacturer instructions and workplace procedures
  13. Investigation is conducted and information gathered is analysed and evaluated for relevance and validity to the billing exception/condition
  14. Dealings with customers are conducted in accordance with workplace procedures and special needs of customers are identified and considered in targeting client service
  15. Work is carried out to ensure completion in agreed timeframe, to industry standards, without waste of materials or damage to apparatus, equipment, and the surrounding environment or services using sustainable energy principles
  16. Billing investigation work is conducted in accordance with the work schedule and workplace procedures
  17. Hazard warnings and safety signs are recognised and hazards and WHS/OHS risks assessed and reported to authorised person/s for directions in accordance with workplace procedures
  18. Unplanned events encountered when carrying out the investigation are identified and actioned in accordance with workplace procedures
  19. Fault finding and troubleshooting techniques are applied to problems in accordance with job requirements and workplace procedures
  20. Quality and safety checks of the investigation work are undertaken in accordance with job requirements and workplace procedures
  21. Complete the investigation of billing exceptions/conditions
  22. Solutions to the billing exception/condition are developed based on information gathered through the investigation, and options and proposed solutions are communicated to customers/relevant stakeholders and implemented in accordance with workplace procedures
  23. Accidents and injuries are actioned and reported to relevant person/s in accordance with requirements and workplace procedures
  24. Solutions are implemented, actions documented, the transaction processed and customer advised in accordance with workplace procedures
  25. Work completion records, reports and documentation are completed, processed and relevant person/s notified in accordance with workplace procedures