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Evidence Guide: FNSCUS402 - Resolve disputes

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSCUS402 - Resolve disputes

What evidence can you provide to prove your understanding of each of the following citeria?

Establish that dispute exists

  1. Identify all information relating to original problem and clarify grounds for dispute
  2. Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction
  3. Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer
  4. Obtain additional information from relevant parties as required and manage information exchange appropriately
  5. Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established
Identify all information relating to original problem and clarify grounds for dispute

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain additional information from relevant parties as required and manage information exchange appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate dispute and determine action to be taken

  1. Collect all information from prior dealings with customer and undertake further investigations if necessary
  2. Inform customer of progress and advise of any delays
  3. Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken
Collect all information from prior dealings with customer and undertake further investigations if necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of progress and advise of any delays

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate and resolve dispute

  1. Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required
  2. Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services
  3. Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services
Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise dispute

  1. Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision
  2. Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice
  3. Act on decisions of external dispute resolution as required
  4. Complete all documentation in accordance with legislation and organisational procedures
Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act on decisions of external dispute resolution as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete all documentation in accordance with legislation and organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish that dispute exists

1.1 Identify all information relating to original problem and clarify grounds for dispute

1.2 Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction

1.3 Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer

1.4 Obtain additional information from relevant parties as required and manage information exchange appropriately

1.5 Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established

2. Investigate dispute and determine action to be taken

2.1 Collect all information from prior dealings with customer and undertake further investigations if necessary

2.2 Inform customer of progress and advise of any delays

2.3 Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken

3. Negotiate and resolve dispute

3.1 Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required

3.2 Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services

3.3 Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services

4. Finalise dispute

4.1 Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision

4.2 Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice

4.3 Act on decisions of external dispute resolution as required

4.4 Complete all documentation in accordance with legislation and organisational procedures

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish that dispute exists

1.1 Identify all information relating to original problem and clarify grounds for dispute

1.2 Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction

1.3 Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer

1.4 Obtain additional information from relevant parties as required and manage information exchange appropriately

1.5 Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established

2. Investigate dispute and determine action to be taken

2.1 Collect all information from prior dealings with customer and undertake further investigations if necessary

2.2 Inform customer of progress and advise of any delays

2.3 Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken

3. Negotiate and resolve dispute

3.1 Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required

3.2 Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services

3.3 Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services

4. Finalise dispute

4.1 Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision

4.2 Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice

4.3 Act on decisions of external dispute resolution as required

4.4 Complete all documentation in accordance with legislation and organisational procedures

Evidence of the ability to:

identify, investigate and obtain all relevant information relating to the dispute

apply dispute resolution and negotiation techniques effectively

settle disputes in the financial services industry in line with organisational policy and procedures, and relevant industry and legislative requirements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

outline the possible grounds for dispute

explain current industry compliance requirements and dispute settling procedures and requirements

describe current organisational policy and procedures

identify and explain key requirements of legislation relevant to dispute resolution

explain effective negotiation principles and dispute resolution practices

outline the role and process for referring disputes to formal conciliation.