Unit of competency Outline

Date retreived
23/07/2026 1:09 PM AWST

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Provide information to customers

Provide information to customers

Unit of competency
National Code
MSL915003
State Code
OAC80
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
20/07/2018
View on TGA
State Implementation and Classification
Approved Date
29/11/2018
Field of Education
080501 - Sales
Original Release Date
29/11/2018
Nominal Hours
60
Description
This unit of competency covers describes the skills and knowledge to respond to both internal and external inquiries of a specialised technical nature. The advice and information requested will require the gathering of information, such as trend analysis, collection of data and samples, confirmation of validity of results, and revision of plans or product advice additional to that on data sheets.This unit of competency applies to technical assistants and officers in all industry sectors. All personnel that conduct sampling and testing are required to communicate appropriately with internal and external customers in order to respond effectively to requests of a specialised technical nature.No licensing or certification requirements exist at the time of publication. However, regulations and/or external accreditation requirements for laboratory operations exist, so local requirements should be checked. Relevant legislation, industry standards and codes of practice within Australia must also be applied.
Notes
Elements and Performance Criteria
1 Assess the request for information and/or advice
  • 1.1 Clarify and confirm the source, nature and priority of the request
  • 1.2 Record the receipt of the request in accordance with workplace procedures
2 Prepare response
  • 2.1 Locate and obtain required information
  • 2.2 Decide whether to obtain or generate additional information given the priority and costs involved
  • 2.3 Seek required approval/authority to release information before proceeding
3 Provide information and/or advice
  • 3.1 Ensure that information is accurate, relevant and complies with workplace/statutory requirements
  • 3.2 Keep the customer informed of progress when it is not possible to answer immediately
  • 3.3 Notify other relevant personnel of request and response in accordance with workplace procedures
  • 3.4 Use most appropriate communication method given priority, cost and customer facilities
  • 3.5 Provide information in a format suitable to customer
  • 3.6 Check that the response met the customer's needs and take appropriate actions
  • 3.7 Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures
4 Record details of the request and response
  • 4.1 Record all information details accurately in accordance with workplace procedures
  • 4.2 Ensure that all written information is accurate and/or legible
  • 4.3 File all records in the designated place and in accordance with workplace procedures
No information
No information
Replaces
State Code National Code Title Type
AWO65 MSL915001 Provide information to customers Unit of competency