Certificate II in Rail Customer Service


This is a general qualification for a person engaged in operations within the rail customer service environment undertaking a range of tasks involving known routines and procedures, and taking some responsibility for the quality of work outcomes.

Job roles:

The TLI22313 Certificate II in Rail Customer Service qualification is aligned to the following defined roles:

Booking Clerk

Customer Service Attendant/Assistant

Passenger Service Officer

Station Assistant/Officer.

Train Buffet Operator

Train Conductor


Requirements for achievement of the qualification

A successful assessment outcome for a total of 12 units of competency comprising:

8 core units listed below


4 elective units from the general elective units listed below. Alternatively, up to 2 units may be drawn with appropriate contextualisation from any currently endorsed national Training Package or accredited course, provided that the unit contributes to the vocational outcome of the qualification.

Where imported units are selected, care must be taken to ensure that all prerequisites specified in the unit are complied with.

Core Units




Equipment Checking and Maintenance

add topic TLIB3118A

Apply awareness of railway fundamentals


Communication and Calculation

add topic TLIE1003A

Participate in basic workplace communication

add topic TLIE2007A

Use communication systems

add topic TLIE2008A

Process workplace documentation


Safety Management

add topic TLIF1001A

Follow occupational health and safety procedures



add topic TLIG1001A

Work effectively with others


Customer Service

add topic TLII2020A

Provide assistance to customers with specific needs

add topic TLII3022A

Provide customer service in rail operations

General Elective Units




Equipment Checking and Maintenance

add topic TLIB1024A

Clean transportation units and facilities for passenger use


Vehicle Operation

add topic TLIC2078A

Identify and respond to signals and trackside signs


Load Handling

add topic TLID1001A

Shift materials safely using manual handling methods


Communication and Calculation

add topic TLIE1005A

Carry out basic workplace calculations


Safety Management

add topic HLTFA211A

Provide basic emergency life support

add topic HLTFA311A

Apply first aid

add topic TLIF2006A

Apply accident-emergency procedures

add topic TLIF2010A

Apply fatigue management strategies

add topic TLIF2018A

Operate firefighting equipment

add topic TLIF2062A

Apply awareness of safeworking rules and regulations

add topic TLIF2080C

Safely access the rail corridor



add topic HLTCSD306D

Respond effectively to behaviours of concern

add topic TLIG2007A

Work in a socially diverse environment


Customer Service

add topic BSBCUS201B

Deliver a service to customers


Provide responsible service of alcohol


Use hygienic practices for food safety



add topic TLIK2003A

Apply keyboard skills

add topic TLIK2010A

Use infotechnology devices in the workplace


Resource Management

add topic TLIL2048A

Prepare for train departure



add topic TLIO2011A

Provide revenue protection measures


Administration and Finance

add topic TLIP2038A

Conduct, balance and secure financial transactions

add topic TLIP2039A

Ensure the confidentiality, privacy and security of customer information

add topic TLIP3034A

Advise on and construct fares for passengers



add topic TLIU2012A

Participate in environmentally sustainable work practices


    Not applicable.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills

Employability Skills Summary for TLI22313 Certificate II in Rail Customer Service

The following table contains a summary of the employability skills as identified by the Transport and Logistics Industry for this qualification. This table should be interpreted in conjunction with the detailed requirements of each unit of competency packaged in this qualification. The outcomes described here are broad industry requirements that may vary depending on packaging options.

Employability Skill

Industry/enterprise requirements for this qualification include:


Use communication systems and procedures

Read and follow relevant, instructions, manuals, notices and signs applicable to their role

Speak clearly and directly on matters related to their role

Complete documents as part of duties, including completion of relevant forms

Recognise and interpret non-verbal signs, signals and behaviour

Use relevant communication equipment.


Participate in the resolution of any interpersonal conflicts that may arise during workplace activities

Avoid and prevent the harassment of others in the workplace

Collaborate with others in the course of their work

Problem solving

Identify and solve or report problems arising in the course of their work

Recognise problems that may occur in the course of their work and take appropriate action to report or resolve the problems within limits of responsibility

Recognise hazards and risks in a range of workplace situations and take appropriate precautions

Initiative and enterprise

Respond appropriately to any changes in equipment, standard operating procedures and the working environment

Planning and organising

Follow and apply operational and emergency plans, systems and procedures

Comply with applicable rail and safety regulations and codes of practice

Follow and apply workplace security and safety management systems and safeworking requirements

Collect and interpret information needed in the course of the their work within limits of responsibility

Manage time in the course of their work

Self management

Interpret and apply applicable instructions and procedures

Follow work plans and schedules

Check own work performance


Participate in updating own required knowledge and skills, in response to any changes in the processes and equipment used in their workplace


Operate equipment and use tools required as part of their work role

Follow and apply operational and servicing instructions for equipment used in their work

Follow and apply the applicable safeworking requirements and work health and safety (WHS)/occupational health and safety (OHS) procedures when using equipment and facilities