Unit of competency details

BSBCMM301 - Process customer complaints (Release 1)


Usage recommendation:
Supersedes and is equivalent to BSBCMM301B - Process customer complaintsUpdated to meet Standards for Training Packages 24/Mar/2015

Release Status:
ReleaseRelease date
1 1 (this release) 25/Mar/2015

Accredited courses that have this unit in the completion mapping

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 1.0-5.1 
NWP - National Water Training PackageNational Water Training Package 1.0-3.0 
MSF - Furnishing Training PackageFurnishing Training Package 2.0-4.0 
FNS - Financial Services Training PackageFinancial Services Training Package 1.0-3.1 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0-4.1 
CPP07 - Property Services Training PackageProperty Services Training Package 14.4-14.5 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-5.0 
AVI - Aviation Training PackageAviation Training Package 3.0,4.0-5.0 


SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  30/Jul/2015 
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Unit Of competency

Modification History



Release 1

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


This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers.

It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Communication – Interpersonal Communication

Elements and 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

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.






1.1, 1.2, 1.3, 2.1, 3.3

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


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

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 


Equivalence status 

BSBCMM301 Process customer complaints

BSBCMM301B Process customer complaints

Updated to meet Standards for Training Packages

Equivalent unit


Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10


Assessment requirements

Modification History



Release 1

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

Performance Evidence

Evidence of the ability to:

  • process and document customer complaints according to organisational and legislative requirements
  • use effective communication techniques to discuss options and resolve complaints
  • follow correct procedures when referring and following up complaints.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • identify the key provisions of relevant legislation from all forms of government that may affect aspects of business operations
  • explain the communication skills required when handling customer complaints
  • outline organisational procedures and standards for processing complaints
  • list external bodies to which complaints could be referred.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:

  • organisational policies and procedures relevant to customer complaints
  • relevant legislation or codes of practice
  • office equipment and resources
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.


Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10