Qualification details

Release 3 . This is the third release of this qualification in the TLI Transport and Logistics Training Package. The following units have been updated in the general elective units:

• BSBOPS304 Deliver and monitor a service to customers
• BSBPEF301 Organise personal work priorities
• HLTAID010 Provide basic emergency life support emergency life support
• HLTAID011 Provide first aid
• TLIF0020 Safely access the rail corridor.

Release 2 . This is the second release of this qualification in the TLI Transport and Logistics Training Package. The following units have been added to the general elective units:

• TLIB0007 Respond and rectify rail traffic autonomous operations
• TLIC0005 Close down rail traffic from autonomous operations
• TLIC0006 Set up rail traffic for autonomous operation
• TLIF0015 Recognise the impact of human capabilities/limitations on human performance in a rail environment.

Release 1 . This is a new release of this qualification in the TLI Transport and Logistics Training Package.

This is a qualification for a person who is engaged in the rail customer service environment.

They may perform a broad range of skilled applications in a wide variety of contexts, which may involve application of some discretion and judgement in selecting equipment, services or contingency measures. It may also include responsibility for coordinating the work of others.

This qualification is aligned to the following defined roles:

• passenger service officer
• senior customer service assistant/officer
• station manager
• station officer.

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

There are no entry requirements for this qualification.

A total of 12 units of competency  comprising:

8 core units  listed below, plus 

4 general elective units  from the general elective units listed below.

Up to 2 of the general elective units  may be selected from any relevant nationally endorsed Training Package. The general elective units must contribute to the vocational outcomes of the qualification.

Where imported units are selected, care must be taken to ensure that all prerequisite units specified are complied with.

Core units 

BSBCUS201

Deliver a service to customers

SITXCOM005

Manage conflict

TLIB3118

Apply awareness of railway fundamentals

TLIE3022

Complete workplace documents

TLIF3003

Implement and monitor work health and safety procedures

TLIF3085

Apply local incident response procedures

TLIG3003

Apply positive behaviours in the workplace

TLIJ3002

Apply quality systems

General elective units 

BSBOPS304

Deliver and monitor a service to customers

BSBPEF301

Organise personal work priorities

HLTAID010

Provide basic emergency life support

HLTAID011

Provide First Aid

PSPGEN005

Participate in workplace change

PUAFER005

Operate as part of an emergency control organisation

TLIB0007

Respond and rectify rail traffic autonomous operations

TLIC0005

Close down rail traffic from autonomous operations

TLIC0006

Set up rail traffic for autonomous operation

TLIC2078

Identify and respond to signals and trackside signs

TLIF0015

Recognise the impact of human capabilities/limitations on human performance in a rail environment

TLIF0020

Safely access the rail corridor

TLIF2010

Apply fatigue management strategies

TLIF2062

Apply awareness of safeworking rules and regulations

TLIF2081

Perform lookout duties

TLIF3058

Apply safeworking rules and regulations to rail functions

TLIG3002

Lead a work team or group

TLIL3072

Operate signal panel or equipment

TLIO2011

Provide revenue protection measures

TLIO3012

Manage disruptive and/or unlawful behaviour

TLIO3015

Maintain security of railway property and revenue

TLIP2039

Ensure the confidentiality, privacy and security of customer information

TLIP3034

Advise on and construct fares for customers

TLIU2012

Participate in environmentally sustainable work practices

TLIW2037

Clip and secure points

This qualification replaces and is equivalent to TLI33115 Certificate III in Rail Customer Service.