Unit of competency Outline
Date retreived
22/07/2026 11:26 PM AWST
22/07/2026 11:26 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Process customer complaints
Process customer complaints
Unit of competency
National Code
AHCMER301A
AHCMER301A
State Code
D7035
D7035
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
06/12/2011
Field of Education
080501 - Sales
Original Release Date
06/12/2011
Nominal Hours
20
Description
This unit covers the process of handling negative feedback/complaints from customers, whether formal or informal and defines the standard required to: apply organisational and/or industry procedures for customer complaints; investigate the details of and background to the complaint and refer to other parties if required; negotiate an outcome with the customer if appropriate; process the complaint according to enterprise policy; recommend appropriate action arising from the complaint.
Notes
Elements and Performance Criteria
1. Respond to customer complaints
- 1.1. Complaints are processed in accordance with organisational policies and procedures established under legislation, regulations or codes of practice.
- 1.2. Necessary reports relating to the complaints are obtained, documented and reviewed.
- 1.3. Decisions are made, taking into account applicable law, company policies and codes.
- 1.4. Resolution of the complaint is negotiated and agreed where possible.
- 1.5. A register of complaints/disputes is maintained.
- 1.6. Customer is informed of outcome of investigation.
2. Refer complaints
- 2.1. Complaints that require referral to other personnel or external bodies are identified.
- 2.2. Referrals are made to appropriate personnel for follow up in accordance with individual level of responsibility.
- 2.3. All documents and investigation reports are forwarded.
- 2.4. Appropriate personnel are followed up to gain prompt decisions.
RANGE STATEMENT
The range statement relates to the unit of competency as a whole.
Types of complaints may include:
simple customer dissatisfaction that can be resolved on the spot, to scenarios where external bodies such as police are required.
Examples of complaints may include:
product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity errors, delivery issues, manufacturers warranty or service.
The range statement relates to the unit of competency as a whole.
Types of complaints may include:
simple customer dissatisfaction that can be resolved on the spot, to scenarios where external bodies such as police are required.
Examples of complaints may include:
product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity errors, delivery issues, manufacturers warranty or service.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:
apply organisational and/or industry procedures for customer complaints
investigate the details of and background to the complaint and refer to other parties if required
negotiate an outcome with the customer if appropriate
process the complaint according to enterprise policy
recommend appropriate action arising from the complaint.
Context of and specific resources for assessment
Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:
apply organisational and/or industry procedures for customer complaints
investigate the details of and background to the complaint and refer to other parties if required
negotiate an outcome with the customer if appropriate
process the complaint according to enterprise policy
recommend appropriate action arising from the complaint.
Context of and specific resources for assessment
Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S3625 | RTE3819A | Process customer complaints | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| BAO65 | AHCMER301 | Process customer complaints | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D491 | AHC32410 | Certificate III in Irrigation | Qualification |
| D477 | AHC31110 | Certificate III in Production Nursery | Qualification |
| D478 | AHC31210 | Certificate III in Retail Nursery | Qualification |
| D493 | AHC32710 | Certificate III in Rural Merchandising | Qualification |