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Evidence Guide: MEM15018B - Investigate consumer complaints

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

MEM15018B - Investigate consumer complaints

What evidence can you provide to prove your understanding of each of the following citeria?

Receive and document the complaint

  1. Allegations are recorded in accordance with organisational procedures.
  2. Complaints are screened to ensure that they are relevant to trade measurement and are assessed to determine priority.
  3. Complainant is advised of investigative process and timeframes for feedback.
Allegations are recorded in accordance with organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaints are screened to ensure that they are relevant to trade measurement and are assessed to determine priority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complainant is advised of investigative process and timeframes for feedback.

Completed
Date:

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Plan the investigation

  1. The information received is assessed for possible breaches in relation to the legislation.
  2. Trader history and complaint precedence is researched.
  3. Suitable equipment and personnel are organised to undertake the investigation.
  4. Enforcement policies and procedures are researched to ascertain appropriate action to be implemented.
The information received is assessed for possible breaches in relation to the legislation.

Completed
Date:

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Trader history and complaint precedence is researched.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suitable equipment and personnel are organised to undertake the investigation.

Completed
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Enforcement policies and procedures are researched to ascertain appropriate action to be implemented.

Completed
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Investigate the complaint

  1. Preliminary investigation to gather prima facie evidence is conducted in accordance with organisational procedures.
  2. Evidence is gathered to substantiate a breach in accordance with investigative practices.
  3. The relevant components of a routine field inspection are conducted in accordance with organisational procedures.
Preliminary investigation to gather prima facie evidence is conducted in accordance with organisational procedures.

Completed
Date:

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Evidence is gathered to substantiate a breach in accordance with investigative practices.

Completed
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The relevant components of a routine field inspection are conducted in accordance with organisational procedures.

Completed
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Finalise the complaint investigation

  1. Information relevant to the inspection is communicated to the trader.
  2. Approved procedures to remedy non-compliance are determined and applied.
  3. Inspection documentation is completed in accordance with organisational procedures.
Information relevant to the inspection is communicated to the trader.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Approved procedures to remedy non-compliance are determined and applied.

Completed
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Teacher:		 Evidence:

 

 

 

 

 

 

 

Inspection documentation is completed in accordance with organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete complaint file documentation

  1. Complainant is advised of outcome of the investigation.
  2. Complaint documentation is completed in accordance with organisational guidelines.
Complainant is advised of outcome of the investigation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaint documentation is completed in accordance with organisational guidelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

A person who demonstrates competency in this unit must be able to investigate consumer complaints. Competency in this unit cannot be claimed until all prerequisites have been satisfied.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria, including required knowledge, and be capable of applying the competency in new and different situations and contexts.

Context of and specific resources for assessment

This unit may be assessed on the job, off the job or a combination of both. Where assessment occurs off the job, i.e. the candidate is not in productive work, an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate.

This unit could be assessed in conjunction with any other units addressing the safety, quality, communication, materials handling, recording and reporting associated with investigating consumer complaints, or other units requiring the exercise of the skills and knowledge covered by this unit.

Method of assessment

Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor's reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.

Guidance information for assessment

Required Skills and Knowledge

Required skills

Look for evidence that confirms skills in:

accurately recording complaint details

prioritising complaints and other related activities

researching and applying relevant legislation to the complaint investigation

accessing and using organisational information systems

identifying and organising suitable equipment and personnel

briefing personnel concerning the requirements of the investigation

accessing the organisation's enforcement policies and procedures

establishing appropriate courses of action

conducting surveillance of trading premises is conducted

gathering information to verify the complainant's allegations

gathering evidence to prove all elements of a breach

using appropriate investigative techniques are used

maintaining the integrity of evidence

responding to traders' concerns

discussing traders' enquiries and concerns.

explaining legislative requirements and obligations to the trader

completing notices in accordance with organisational guidelines

planning follow-up activities

recording results of the inspection accurately in organisation's information files

completing breach reports in accordance with organisational guidelines

communicating outcomes of the investigation to the complainant within specified organisational timeframes

applying interpersonal communication and listening skills

accurately recording results of the investigation in the complaint file

Required knowledge

Look for evidence that confirms knowledge of:

the different methods of complaint lodgements

organisational policy guidelines concerning complaints

organisational guidelines in regard to timelines

the equipment required to investigate a range of complaints

the organisation's guidelines for the deployment of personnel

the range of possible investigation activities available

elements of offence

available surveillance methods for a range of complaints and premises

the evidence required to prove a range of breaches of legislation

a range of investigation methods

the required procedures for the handling of evidence to maintain its integrity

the reasons for selecting relevant components of a routine field inspection

legislative requirements and obligations for the issuing of notices

organisation's policy guidelines for return visits

specific reporting procedures

complaint outcome classifications

complaint documentation procedures

Range Statement

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.

Organisational procedures

Trial purchase, surveillance, witness statements, verification/in-service inspection procedures, pre-packed articles inspection procedures, trading practices inspection procedures, routine field inspection procedures

Complaints

Measuring instruments, pre-packed articles, trading practices, servicing licensees, public weighbridge licensees, fair trading matters relating to trade measurement

Sources of information

Business/company details, organisational database, searches from other government agencies

Legislation

Enabling legislation, workplace, health and safety, environmental legislation, enforcement policies

Equipment

Reference standards, test equipment, safety equipment

Documentation

Organisational forms, notices, field books, product handling sheets, educational material/brochures