AHCMER301 Process customer complaints

Release: 1

AHCMER301 Process customer complaints

Modification History

Release	TP Version	Comment
1	AHCv1.0	Initial release

Application

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

All work must be carried out to comply with workplace procedures, work health and safety legislation and codes.

This unit applies to individuals who work under broad direction and use discretion and judgement in the selection and use of available resources.

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

Pre-requisite Unit

Nil.

Unit Sector

Merchandising and Sales (MER)

Elements and Performance Criteria

Element	Performance criteria
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Respond to customer complaints	1.1 Process complaints as per organisational policies and procedures 1.2 Obtain, document and review reports relating to the complaints 1.3 Make decisions taking into account applicable law, company policies and codes 1.4 Negotiate resolution of the complaint and seek agreement where possible 1.5 Maintain a register of complaints and disputes 1.6 Inform customer of outcome of 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 2.3 Forward all documents and investigation reports 2.4 Ensure appropriate personnel are followed up to gain prompt decisions

Foundation Skills

Foundation Skills essential to performance are explicit in the performance criteria of this unit of competency.

Range of Conditions

Unit Mapping Information

This unit is equivalent to AHCMER301A Process customer complaints.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c6399549-9c62-4a5e-bf1a-524b2322cf72