Investigate consumer complaints

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver MEM15018B, 'Investigate consumer complaints'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Investigate consumer complaints' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Receive and document the complaint

1.1. Allegations are recorded in accordance with organisational procedures.

1.2. Complaints are screened to ensure that they are relevant to trade measurement and are assessed to determine priority.

1.3. Complainant is advised of investigative process and timeframes for feedback.

2. Plan the investigation

2.1. The information received is assessed for possible breaches in relation to the legislation.

2.2. Trader history and complaint precedence is researched.

2.3. Suitable equipment and personnel are organised to undertake the investigation.

2.4. Enforcement policies and procedures are researched to ascertain appropriate action to be implemented.

3. Investigate the complaint

3.1. Preliminary investigation to gather prima facie evidence is conducted in accordance with organisational procedures.

3.2. Evidence is gathered to substantiate a breach in accordance with investigative practices.

3.3. The relevant components of a routine field inspection are conducted in accordance with organisational procedures.

4. Finalise the complaint investigation

4.1. Information relevant to the inspection is communicated to the trader.

4.2. Approved procedures to remedy non-compliance are determined and applied.

4.3. Inspection documentation is completed in accordance with organisational procedures.

5. Complete complaint file documentation

5.1. Complainant is advised of outcome of the investigation.

5.2. Complaint documentation is completed in accordance with organisational guidelines.


Qualifications and Skillsets

MEM15018B appears in the following qualifications:

  • MEM40105 - Certificate IV in Engineering
  • MEM40105 - Certificate IV in Engineering
  • MEM40105 - Certificate IV in Engineering