Unit of competency Outline

Date retreived
22/07/2026 4:56 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.

Provide information to customers

Provide information to customers

Unit of competency
National Code
MSL915001
State Code
AWO65
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/03/2016
View on TGA
State Implementation and Classification
Approved Date
16/08/2016
Field of Education
080501 - Sales
Original Release Date
16/08/2016
Nominal Hours
60
Description
This unit of competency covers the ability 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 is applicable 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.While no specific licensing or certification requirements apply to this unit at the time of publication, laboratory operations are governed by relevant legislation, regulations and/or external accreditation requirements. Local requirements should be checked.
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 Redirect the request to the relevant section, department or person, if appropriate
  • 1.3 Record the receipt of the request in accordance with workplace procedures
2 Prepare response
  • 2.1 Locate and obtain required information if available
  • 2.2 If not available, decide whether to obtain or generate the required 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 if required
  • 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
WA663 MSL915001A Provide information to customers Unit of competency
Replaced By
State Code National Code Title Type
OAC80 MSL915003 Provide information to customers Unit of competency