Unit of competency Outline

Date retreived
23/07/2026 2:36 AM AWST

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Respond to the service needs of customers and clients with disability

Respond to the service needs of customers and clients with disability

Unit of competency
National Code
BSBXDB301
State Code
OAQ35
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/02/2019
View on TGA
State Implementation and Classification
Approved Date
09/05/2019
Field of Education
080599 - Sales And Marketing, N.e.c.
Original Release Date
09/05/2019
Nominal Hours
35
Description
This unit describes the skills and knowledge required to appropriately respond to the individual needs of customers or clients with disability, to maximise equal access to provided products or services. This unit applies to front line personnel in service providers who interact with customers or clients with disabilities. Those undertaking this unit would work autonomously in a range of contexts whilst performing specific tasks, with supervisors available as an escalation point, if required. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine service requirements for customer or client with disability
  • 1.1 Confirm that communication method and form of interaction meet the capabilities, needs and preferences of individual customers or clients
  • 1.2 Communicate with customer or client to determine the reason for the service interaction
  • 1.3 Consult customers or clients to confirm if they have a requirement or preference for additional personal support within the service context
2. Confirm whether customer or client needs can be met through service provided
  • 2.1 Determine whether customer or clients’ service and support needs are within the scope of own role and responsibilities, and confirm with supervisor
  • 2.2 Identify where reference to other service providers is required where customer or client support needs or preferences are beyond the scope of own role
3. Provide service to customers or clients with disability
  • 3.1 Inform customers or clients about the products, services or supports that are accessible to them, and how they can be used or navigated
  • 3.2 Identify and access available supports, facilities or resources within scope of own role and according to organisational procedures, as required to service individual customers or clients
  • 3.3 Seek feedback on whether customers or clients are satisfied with the service received and that their service needs have been addressed
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