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Elements and Performance Criteria

1. Work within accepted codes of conduct
2. Work requirements and/or delegated task/s are confirmed with relevant personnel
3. Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements
4. Customers are treated professionally and with respect when collecting personal data
5. Follow confidentiality and privacy procedures
6. Information and requests for information are assessed with regard to what is and what is not disclosable
7. Discretion and judgement is used in all communications
8. Customer-related matters are only discussed with appropriate personnel
9. Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information
10. Follow security procedures
11. Customer information and other confidential documentation is secured appropriately
12. All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

accessing and securing records applying relevant privacy legislation and workplace procedures clarifying requirements and resolving difficult issues with customers communicating effectively with customers and relevant personnel documenting activities where confidentiality, privacy and security are maintained identifying types of requests that are likely to be made and providing appropriate responses.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

commonwealth privacy legislation and Australian Privacy Principles organisational policies and procedures for confidentiality, privacy and security relevant legislation, regulations, codes of practice and standards that impact on business operations relevant workplace security procedures.

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