Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that 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) may also be included.


overall company goals and objectives

trading terms and credit limits

legal obligations and framework

economic environment

gathering information and its evaluation

setting credit limits or credit lines for applications

accepting and rejecting credit applications

reviewing and adjusting credit limits for established customers

collecting monies due the company

applying customer payments to appropriate accounts

liaison, information dissemination and marketing to internal and external parties

assistance to customers on billing and collection problems

making billing adjustments to customer accounts

maintenance of customer account files

maintenance of security of invoice and other appropriate files

supervision and development and training of credit staff

suspension of credit facilities


agency file systems, including other commercial agencies

telephone logs

law enforcement/prosecution agencies

industry associations

standards setting organisations

audit records

past investigations

records of customer contact may be electronic or paper based


will primarily involve telephone communication


Uniform Consumer Credit Code (UCCC) and the adopting acts of each State and Territory

Privacy Act

Trade Practices Act

Fair Trading Act

Companies and Securities Code

Partnership Act

Corporations Law

Consumer Credit and Contract Law

Bankruptcy Act

Magistrate's Court Act

Small Debts Court Act or equivalent

Evidence Reproduction Act or equivalent

Bills of Sales and Other Instruments Act

Cheques and Payment Orders Act

Door to Door Sales Act or equivalent

Sales tax legislation

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

To achieve competency in this unit, a person must be able to demonstrate:

knowledge of appropriate legislation
comprehensive understanding and ability to implement company credit policy
liaison skills to clarify information for basic credit accounts
strong interpersonal skills to achieve positive outcomes
ability to use data entry and recording systems
written and oral communication skills including high level telephone skills

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.

Method of assessment:
For valid and reliable assessment of this unit, evidence must 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 a simulated work environment. Assessment of performance requirements in the unit should be undertaken in an industry context.

Resources required for assessment:
Assessment of this unit of competence requires access to:
qualified assessors and assessment guidelines
systems which facilitate recording of trainee's profiles and progress
facilities for workplace or simulated environment assessment.