This Learner Guide explains how to assess and document complaints in accordance with organisational procedures. It outlines how to process and resolve complaints and how to escalate them if necessary. The material then explains how to resolve complaints, which involves analysis and proposing options for resolution according to legislative and organisational requirements.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
For the student:
• Practice Assessment Workbook
• Final Assessment Workbook
• Supporting documents
For the assessor:
• Introduction Manual
• Practice Assessments and Marking Guide
• Final Assessment and Marking Guide
• Talk with Others discussion topics
• Observation*
• Third Party Report*
• Competency Mapping
• PowerPoint Slides
• Delivery Plans

PowerPoint Slides are also available separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken

Learner guides

• Product Code: BBOPS305
• ISBN: 978-1-922466-28-0

Support resources

• Product Code: BBOPS305SP
• ISBN: 978-1-922466-30-3