Unit of competency Outline
Date retreived
23/07/2026 1:07 PM AWST
23/07/2026 1:07 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.
Respond to customer enquiries
Respond to customer enquiries
Unit of competency
National Code
FNSICCUS301B
FNSICCUS301B
State Code
C9725
C9725
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
08/09/2005
Field of Education
080501 - Sales
Original Release Date
08/09/2005
Nominal Hours
20
Description
This unit covers the skills and knowledge to respond to customer enquiries about financial products or servicesThis unit covers the skills and knowledge to respond to customer enquiries about financial products or services
Notes
Elements and Performance Criteria
1 Obtain details of customer and nature of enquiry
- 1.1 The nature of the enquiry is clarified and all details obtained
- 1.2 A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed
- 1.3 A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
- 1.4 If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
- 1.5 If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
- 1.6 Customer details are obtained
2 Research the information relevant to the enquiry
- 2.1 Sources of information are identified so that an appropriate response can be provided within authority levels
- 2.2 Information is obtained, organised and analysed to provide an accurate and satisfactory response
3 Determine a suitable response to the enquiry
- 3.1 Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
- 3.2 Response is comprehensive, clear and delivered in the most appropriate form (oral, written) and within the agreed upon timeframe
4 Communicate information to the customer
- 4.1 Written or oral responses are given in clear, simple, and easy to understand language
- 4.2 Customer is treated courteously and an ongoing relationship is encouraged
- 4.3 Any further queries from the customer are attended to promptly
- 4.4 Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs
5 Update relevant records
- 5.1 Information on the nature and frequency of enquiries is collected for evaluation
- 5.2 Details of the enquiry are recorded as required by organisational procedures
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance.
The following variables may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts. If bold italicised text is shown in Performance Criteria, details of the text are provided in the Range Statement.
Scope of responsibility or authority area may include:
job description or accountability area
in accordance with PS 146 - training of financial product advisers
relevant legislation
Nature of the enquiry may include:
initial enquiry about a product or service
enquiry about ongoing use of a product or services
complaint about an error
request for new product or service
claim against a policy
Customer details may include:
name, address and contact details
financial details
policy/plan number
employer
account number
Sources of information may include:
company records
credit reference organisation
past history with the organisation or other organisations
organisations policy and procedures manuals
legislation
Checks and/or follow-up may include:
follow-up phone call, email or letter
verbal approval from customer
Consideration should be paid to customers special needs which may include:
culture
language
race
religion
ethnic origin
socio-economic status
age, sex
The following variables may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts. If bold italicised text is shown in Performance Criteria, details of the text are provided in the Range Statement.
Scope of responsibility or authority area may include:
job description or accountability area
in accordance with PS 146 - training of financial product advisers
relevant legislation
Nature of the enquiry may include:
initial enquiry about a product or service
enquiry about ongoing use of a product or services
complaint about an error
request for new product or service
claim against a policy
Customer details may include:
name, address and contact details
financial details
policy/plan number
employer
account number
Sources of information may include:
company records
credit reference organisation
past history with the organisation or other organisations
organisations policy and procedures manuals
legislation
Checks and/or follow-up may include:
follow-up phone call, email or letter
verbal approval from customer
Consideration should be paid to customers special needs which may include:
culture
language
race
religion
ethnic origin
socio-economic status
age, sex
EVIDENCE GUIDE
Assessment of performance requirements in the unit should be undertaken in an industry context. The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for the unit. Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace.
Overview of assessment requirements
To achieve competency in this unit, a person must be able to demonstrate:
responses to a range of enquiries that satisfy the customer's needs and achieve the company outcomes
consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs
Critical aspects of evidence
Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.
Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.
Assessment requirements
Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.
Context of assessment:
This unit may be assessed in the workplace or in a simulated environment.
Resources required for assessment:
Assessment of this unit of competence requires access to some record keeping process and/or technology.
Assessment of performance requirements in the unit should be undertaken in an industry context. The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for the unit. Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace.
Overview of assessment requirements
To achieve competency in this unit, a person must be able to demonstrate:
responses to a range of enquiries that satisfy the customer's needs and achieve the company outcomes
consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs
Critical aspects of evidence
Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.
Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.
Assessment requirements
Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.
Context of assessment:
This unit may be assessed in the workplace or in a simulated environment.
Resources required for assessment:
Assessment of this unit of competence requires access to some record keeping process and/or technology.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C7333 | FNSICCUS301A | Respond to customer enquiries | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WC234 | FNSCUS301A | Respond to customer enquiries | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D133 | BSB30207 | Certificate III in Customer Contact | Qualification |
| D114 | FNS30107 | Certificate III in Financial Services | Qualification |
| C692 | FNS30104 | Certificate III in Financial Services | Qualification |