This unit applies to individuals who are skilled operators and apply a broad range of competencies in various customer service contexts.
Elements and Performance Criteria
1. Respond to complaints
1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
1.4 Negotiate resolution of the complaint and obtain agreement where possible
1.5 Maintain a register of complaints/disputes
1.6 Inform customer of the outcome of the investigation
2. Refer complaints
2.1 Identify complaints that require referral to other personnel or external bodies
2.3 Forward all documents and investigation reports
3. Exercise judgement to resolve customer service issues
3.1 Identify implications of issues for customer and organisation
3.2 Analyse, explain and negotiate appropriate options for resolution with customer
3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies
3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel
analytical skills to identify trends and positions of products and services
communication skills to:
interpret customer complaints
monitor and advise on customer service strategies and resolutions
communication skills to:
people with diverse abilities
relate to people from culturally diverse backgrounds
literacy skills to:
edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
prepare general information and papers according to target audience
read and understand a variety of texts
apply organisational procedures to a range of situations
deal with customer enquiries or complaints
exercise judgement in this application
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
codes of practice
occupational health and safety (OHS)
importance of good communication skills and the individual’s role in processing customer complaints
organisational procedures and standards for processing complaints and recommending appropriate action.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
applying judgement in the application of industry and/or organisational procedures
working with customer complaints
knowledge of organisational procedures and standards for processing complaints.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of customer complaints
examples of documents relating to customer complaints policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning to assess knowledge of individual’s role in processing customer complaints
review of documentation outlining necessary reports relating to customer complaints
review of complaints/disputes register.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
customers with routine or specific requests
internal or external customers
people from a range of social, cultural or ethnic backgrounds
people who may be unwell, drug affected or emotionally distressed
people with varying physical and mental abilities
regular and new customers.
different types of severity, formality and sources
scenarios where external bodies such as police are required
straightforward customer dissatisfaction
level of documentation required.
giving customers full attention
maintaining eye contact (for face
speaking clearly and concisely
using appropriate language and tone of voice
using clear written information/communication
using appropriate non
Document and review reports relating to customer complaints
completing forms and written reports
Independent Commission Against Corruption (ICAC)
relevant superiors in the organisational hierarchy.
Communication – Interpersonal Communication
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.