Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1 Respond to complaints

1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice

1.2 Obtain, document and review 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

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 1.2, 1.3, 2.1, 3.3

• Recognises, identifies and interprets textual information to determine legislative, regulatory and organisational requirements

Writing

1.2, 1.5, 1.6, 2.2, 3.3

• Documents complaints and actions taken in accordance with organisational requirements
• Records spoken information clearly and accurately for future reference

Oral Communication

1.1, 1.4, 1.6, 2.2, 2.4, 3.2, 3.3, 3.4

• Presents or requests information using words and non-verbal features appropriate to the audience and context
• Uses listening and questioning techniques to gather information and confirm understanding

Navigate the world of work

1.1, 1.3, 2.1, 3.1, 3.3

• Takes personal responsibility for following organisational policies and procedures and legislative requirements

Interact with others

1.4, 2.2, 2.4, 3.2, 3.3, 3.4

• Follows organisational communication practices and procedures when referring complaints, seeking advice or negotiating outcomes

Get the work done

1.1, 1.2, 1.3, 1.4, 1.5, 2.2-2.4, 3.1

• Takes responsibility for planning, sequencing and completing tasks to achieve required outcomes
• Addresses less predictable problems applying problem solving processes in determining solutions that meet organisational requirements
• Uses the main features and functions of digital tools to complete work tasks

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCMM301 Process customer complaints

BSBCMM301B Process customer complaints

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.