Certificate III in Rail Customer Service


This is a general qualification for persons engaged in the rail customer service environment who perform tasks involving a broad range of skilled applications applied in a wide variety of contexts, which may involve application of some discretion and judgement in selecting equipment, services or contingency measures. It may also include responsibility for coordinating the work of others.

Job roles:

The TLI33113 Certificate III in Rail Customer Service qualification is aligned to the following defined roles:

Passenger Service Officer

Senior Customer Service Assistant/Officer

Station Manager

Station Officer.


Requirements for completion of the qualification

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

8 core units listed below


4 general elective units from the 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 TLIE3022A

Complete workplace documents


Safety Management

add topic TLIF3003A

Implement and monitor occupational health and safety procedures

add topic TLIF3085A

Apply local incident response procedures



add topic TLIG3003A

Apply positive behaviours in the workplace


Customer Service

add topic BSBCUS201B

Deliver a service to customers


Manage conflict



add topic TLIJ3002A

Apply quality systems

General Elective Units




Vehicle Operation

add topic TLIC2078A

Identify and respond to signals and trackside signs


Safety Management

add topic HLTFA211A

Provide basic emergency life support

add topic HLTFA311A

Apply first aid

add topic PUAWER005B

Operate as part of an emergency control organisation

add topic TLIF2010A

Apply fatigue management strategies

add topic TLIF2062A

Apply awareness of safeworking rules and regulations

add topic TLIF2080C

Safely access the rail corridor

add topic TLIF2081B

Perform lookout duties

add topic TLIF3058A

Apply safeworking rules and regulations to rail functions



add topic TLIG3002A

Lead a work team or group


Customer Service

add topic BSBCUS301B

Deliver and monitor a service to customers


Resource Management

add topic BSBWOR301B

Organise personal work priorities and development

add topic PSPGOV205B

Participate in workplace change

add topic TLIL3072A

Operate signal panel or equipment



add topic TLIO2011A

Provide revenue protection measures

add topic TLIO3012A

Manage disruptive and/or unlawful behaviour

add topic TLIO3015A

Maintain security of railway property and revenue


Administration and Finance

add topic TLIP2039A

Ensure the confidentiality, privacy and security of customer information

add topic TLIP3034A

Advise on and construct fares for passengers




Participate in environmentally sustainable work practices


Equipment and Systems Operations

add topic TLIW2037B

Clip and secure points


    Not applicable.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills

Employability Skills Summary for TLI33113 Certificate III 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:


Implement and monitor communication systems and procedures required for rail customer service operations

Read and interpret relevant procedures, instructions, signs and labels applicable to the job role

Speak clearly and directly on matters related to rail customer service operations

Listen to and interpret verbal information related rail customer service operations

Write/complete basic documents as part of duties

Negotiate issues with others in the course of rail customer service operations

Recognise and interpret non-verbal signs, signals and behaviour

Use relevant communication equipment


Work effectively with others in the course of rail customer service operations

Provide leadership to team or work group

Motivate others in the workplace

Assist others in the workplace to achieve and maintain competence

Assist in the resolution of any interpersonal conflicts that may arise during rail customer service operations

Avoid and prevent the harassment of others in the workplace

Problem solving

Identify and solve or report problems arising in the course of rail customer service operations

Monitor and anticipate problems that may occur in the course of rail customer service operations and take appropriate action to report or resolve the problems within limits of responsibility

Identify and control hazards and risks in a range of rail customer service operation situations and take appropriate precautions

Use mathematics to solve various calculations related to rail customer service operations

Initiative and enterprise

Modify activities dependent on differing situations and contingencies

Take appropriate initiatives in a range of operational situations such as those above

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

Implement the workplace security and safety management systems

Monitor and evaluate operational performance and compliance

Collect and interpret information needed in the course of rail customer service operations

Organise and plan work activities

Manage time and priorities in the course of rail customer service operations

Self management

Interpret and apply procedures and instructions

Establish and follow own work plans and schedules

Evaluate own work performance


Assist others to adapt to any changes in workplace systems, equipment, procedures and the workplace operating environment

Assist in the instruction, coaching or mentoring of others in the workplace

Contribute to the assessment of the competence of others in the workplace

Participate in the updating of own knowledge and skills required for rail customer service operations


Use equipment and materials required during rail customer service operations

Follow and apply operational and servicing instructions for equipment used during rail customer service operations

Follow and apply work health and safety (WHS)/occupational health and safety (OHS) procedures when conducting rail customer service operations