Qualification details

CPP30311 - Certificate III in Property Services (Operations) (Release 2)


ReleaseStatusRelease date
2 (this release)Current 18/Jan/2017
(View details for release 1) Replaced07/Apr/2011

Usage recommendation:
Supersedes CPP30307 - Certificate III in Property Services (Operations) 08/Apr/2011
Supersedes CPP30309 - Certificate III in Property Services (Operations) 08/Apr/2011

Training packages that include this qualification

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnEssential
BSBADM311 - Maintain business resourcesMaintain business resources Elective
BSBFIA301 - Maintain financial recordsMaintain financial records Elective
BSBFLM303C - Contribute to effective workplace relationshipsContribute to effective workplace relationships N/A
BSBSUS201 - Participate in environmentally sustainable work practicesParticipate in environmentally sustainable work practices Elective
CPPDSM3006B - Collect and process property informationCollect and process property information N/A
CPPDSM3007B - Identify risks and opportunities in the property industryIdentify risks and opportunities in the property industry N/A
CPPDSM3009A - Maintain workplace safety in the property industryMaintain workplace safety in the property industry N/A
CPPDSM3010B - Meet customer needs and expectations in the property industryMeet customer needs and expectations in the property industry N/A
CPPDSM3011B - Monitor building facilitiesMonitor building facilities N/A
CPPDSM3014A - Undertake property inspectionUndertake property inspection N/A
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SchemeCodeClassification value
ANZSCO Identifier 541211 Inquiry Clerk 
ASCO (occupation type) Identifier 6191-11 Inquiry Clerk 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 514 Certificate III 
Taxonomy - Industry Sector N/A Property 
Taxonomy - Occupation N/A Trainee Strata Officer 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541211 Inquiry Clerk 02/Sep/2011 
ASCO (occupation type) Identifier 6191-11 Inquiry Clerk 02/Sep/2011 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 02/Sep/2011 
Qualification/Course Level of Education Identifier 514 Certificate III 07/Apr/2011 
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Modification History




Update to superseded imported equivalent units to elective list:

  • BSBADM311A to BSBADM311
  • BSBFIA301A to BSBFIA301
  • BSBSUS201A to BSBSUS201

This version released with CPP07 Version 14.4.


Not Applicable

Pathways Information

Not Applicable

Licensing/Regulatory Information

Not Applicable

Entry Requirements

Not Applicable

Employability Skills Summary

Employability Skills Qualification Summary 

Employability Skill 

Industry /enterprise requirements for this qualification include :


  • access organisational information outlining OHS policies and procedures
  • apply numeracy skills to interpret customer requirements and meet their needs
  • apply literacy skills to process complaints
  • apply literacy skills to access and understand a variety of information, prepare and present information in a suitable format and check for accuracy of information
  • apply communication skills to follow financial requirements, such as trust account procedures and access and understand a variety of information
  • apply technical skills to complete OHS reports
  • communicate workplace safety requirements
  • complete documentation and report findings
  • discuss client requirements and access arrangements
  • document and report identified risks and opportunities
  • explain features and benefits of relevant products and services to customers
  • follow written and verbal instructions
  • identify and complete appropriate documentation
  • interpret written and oral information
  • interpret and understand legal, financial and procedural requirements
  • prepare risk and opportunity findings in a format suitable for presentation and review, using standardised styles and formats
  • record and report details of incidents in the work area and clearly explain information on OHS issues
  • use language skills to communicate adequately with the customer
  • use interviewing and questioning techniques to obtain information
  • use communication techniques appropriate to relationship and purpose of interaction
  • use consultative processes to review, maintain and improve existing information collection and reporting processes
  • write to meet organisational standards of language, accuracy and relevance and use in an ethically and legally appropriate manner


  • apply interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities
  • contribute with colleagues to participative arrangements for OHS management in the workplace
  • identify and seek advice from relevant people limitations in responding to customer needs
  • provide feedback to relevant personnel
  • raise OHS issues with relevant people according to legislative and organisational requirements
  • recognise and report hazards at work to relevant people according to organisational requirements
  • seek feedback from customers

Problem solving 

  • apply appropriate responses to emergency situations
  • clarify and meet customer needs and expectations in the property industry in a single encounter or multiple encounters, on a one-to-one basis with a customer
  • follow safe operating practices and procedures when using tools and equipment
  • evaluate potential or existing risks and hazards in the workplace and interpret and comply with OHS safety signs and symbols
  • identify and control workplace risks and hazards
  • identify and solve problems when establishing and maintaining customer relationships
  • identify and correctly use processes and procedures relevant to customer relationships

Initiative and enterprise 

  • apply analytical skills to identify and clarify client needs, preferences and requirements
  • apply negotiation skills to assist clients with property sales and property management matters
  • assist with the implementation of safety policy and procedures in the workplace
  • comply with ergonomic and environmental protection requirements
  • identify special requirements of customers and provide appropriate advice on relevant products and services
  • identify potential risks associated with a range of activities within the property industry
  • identify key principles relating to consumer protection and trade practices and interpret according to legislative and industry requirements
  • observe to assess operational condition of building facilities
  • use reflection skills to differentiate between professional and personal values
  • use research skills to identify and locate information on agency database and printed information held by industry and community groups

Planning and organising 

  • arrange for routine maintenance and service
  • establish and maintain client records and details, maintaining client confidentiality, ensuring secure storage and using client records to maximise client interest in agency services
  • follow emergency procedures according to OHS and organisational requirements
  • gather formal and informal information and take appropriate notes for file
  • identify limitations in responding to customer needs
  • identify, schedule and complete work tasks within designated timeframes according to client and organisational requirements
  • monitor building facilities against work order to ensure completion of designated tasks occurs within required timeframes
  • provide client with options and alternatives where appropriate


  • apply relevant agreements, codes of practice or other legislative requirements to work processes
  • apply self-evaluation skills to evaluate own work practices in order to identify ways to improve performance or understanding
  • comply with workplace safety agreements according to legislative and organisational requirements
  • conduct work using safe workplace practices and according to OHS policies and procedures and organisational requirements
  • identify own role and responsibilities and confirmed with relevant people according to organisational requirements
  • interpret and comply with legislative, financial and procedural requirements
  • interpret and comply with ethical practices and rules of conduct
  • maintain professional ethics with the client to promote agency image and credibility
  • maintain client confidentiality as required by agency practice and legal requirements
  • seek feedback from clients and colleagues and use to ascertain professional competency, quality of performance and identify key areas for improvement
  • seek specialist advice


  • assess personal knowledge and skills in providing real estate services against industry competency standards and other relevant benchmarks to determine continuing training needs and priorities
  • identify and plan opportunities for continuing training to maintain currency of competence and develop specialist and advanced skills and knowledge in line with agency practice
  • identify opportunities for improving own professional development
  • understand the range and meaning of OHS safety signs and symbols
  • understand specified products and services to provide assistance to customers
  • understand relevant federal, state or territory, and local government legislation and regulations
  • understand OHS procedures and guidelines relevant to workplace operations
  • record and maintain learning and professional development information


  • access the internet and web pages
  • prepare online forms
  • lodge electronic documents
  • search online and agency databases
  • receive emails and complete standard forms online
  • use business equipment and technology to maintain relevant documentation according to applicable OHS, legislative and organisational requirements
  • use telephone systems

Due to the high proportion of electives required by this qualification, the industry/enterprise requirements described above for each Employability Skill are representative of the property industry in general and may not reflect specific job roles. Learning and assessment strategies for this qualification should be based on the requirements of the units of competency for this qualification.

This table is a summary of Employability Skills that are typical of this qualification and should not be interpreted as definitive.

Packaging Rules

Packaging rules 

To achieve this qualification, the candidate must demonstrate competency in:

  • 11 units of competency:
  • 7 core units
  • 4 elective units.

The elective units are chosen as follows:

  • 4 units from the elective units listed below
  • 2 of the units may be chosen from the Certificate IV in Property Services (Operations), other Certificate III qualifications in CPP07, another current Training Package or state accredited course, provided the integrity of the AQF alignment is ensured, and they contribute to a valid, industry-supported vocational outcome.

Core units 


Contribute to effective workplace relationships


Collect and process property information


Identify risks and opportunities in the property industry


Maintain workplace safety in the property industry


Meet customer needs and expectations in the property industry


Monitor building facilities


Work in the property industry

Elective units 


Maintain business resources


Maintain financial records


Participate in environmentally sustainable work practices


Undertake property inspection


Work in the strata/community management sector


Communicate with clients as part of agency operations

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