Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
FNSSUP602A Mapping and Delivery Guide
Manage official complaints procedures and proceedings
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | FNSSUP602A - Manage official complaints procedures and proceedings |
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Description | This unit describes the performance outcomes, skills and knowledge required to conduct audits on internal complaints procedures, assess management of complaints procedures and proceedings, provide conciliation in complaints disputes, representing the trustee in formal proceedings and implement findings of external proceedings by the Superannuation Complaints Tribunal (SCT) or other external dispute bodies.This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC). | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to complaint management job roles in the superannuation sector and may apply to formally designated complaints officers or teams. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Audit internal complaints procedures |
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Element: Assess management of complaints procedures and processes |
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Element: Provide conciliation in complaints disputes |
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Element: Represent the trustee in formal external proceedings |
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Element: Implement findings of external proceedings |
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