Process customer 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 BSBCMM301A, 'Process customer complaints'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Process customer complaints' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Respond to complaints

1.1. Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice

1.2. Obtain, document and review necessary reports relating to customer 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

2.2. Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility

2.3. Forward all documents and investigation reports

2.4. Follow-up appropriate personnel to gain prompt decisions

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

Qualifications and Skillsets

BSBCMM301A appears in the following qualifications:

  • LMF32009 - Certificate III in Kitchens and Bathrooms (Client Services)
  • FNS30410 - Certificate III in Mercantile Agents
  • FNS30510 - Certificate III in General Insurance
  • FNS30210 - Certificate III in Personal Injury Management (ClaimsManagement)
  • FNS30310 - Certificate III in Accounts Administration
  • FNS40110 - Certificate IV in Credit Management
  • FNS30610 - Certificate III in Insurance Broking
  • FNS30710 - Certificate III in Life insurance
  • BSB30207 - Certificate III in Customer Contact
  • BSB20207 - Certificate II in Customer Contact
  • PSP42210 - Certificate IV in Government (Workplace Relations)
  • FPI30605 - Certificate III in Timber Merchandising
  • CUS30309 - Certificate III in Music Business
  • AVI20408 - Certificate II in Aviation (Ground Operations and Service)
  • PSP42212 - Certificate IV in Government (Workplace Relations)
  • TLI21810 - Certificate II in Logistics
  • TLI21810 - Certificate II in Logistics
  • CUV30411 - Certificate III in Arts Administration
  • FNS40111 - Certificate IV in Credit Management
  • FNS30111 - Certificate III in Financial Services
  • FNS30311 - Certificate III in Accounts Administration
  • FNS30511 - Certificate III in General Insurance