Unit of competency details

Release 

Comments 

Release 1

This version first released with BSB07 Business Training Package version 6.0.

Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures.

Replaces BSBCMM301A Process customer complaints

Element 

Performance Criteria 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

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

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-the-job performance by the candidate
• 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.

Customers  may include:

• 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.

Complaints  may include:

• different types of severity, formality and sources
• scenarios where external bodies such as police are required
• straightforward customer dissatisfaction
• level of documentation required.

Effective communication  may include:

• giving customers full attention
• maintaining eye contact (for face-to-face interactions), except where eye contact may be culturally inappropriate
• speaking clearly and concisely
• using appropriate language and tone of voice
• using clear written information/communication
• using appropriate non-verbal communication (body language) personal presentation (for face-to-face interactions).

Document and review reports relating to customer complaints   may include:

• completing forms and written reports
• using audio-visual tapes
• using computer-based systems.

Referrals  may include:

• external bodies:

• Ombudsman
• Independent Commission Against Corruption (ICAC)
• police

• relevant superiors in the organisational hierarchy.