Application

This unit of competency defines the skills and knowledge required to investigate consumer complaints in relation to measurement and is designed for those performing trade measurement inspection activities in trading environments.

It applies to investigating consumer complaints, including those relating to pre-packed articles, use of measuring instruments, trading practices, servicing licensees and public weighbridges.

Where interpretation of technical drawings is required, unit MEM09002 Interpret technical drawing should also be selected.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

What You'll Learn

Assessment Requirements

Performance Evidence

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

following work instructions, standard operating procedures (SOPs) and safe work practices

recording allegation details in accordance with organisational procedures

screening complaints to ensure they are relevant on at least two occasions

accessing applicable sources of information

identifying and organising suitable equipment and briefing personnel concerning the requirements of the investigation on at least two occasions

establishing appropriate courses of action on at least two occasions, including surveillance of trading premises to verify complainant’s allegations, gathering evidence to prove all elements of a breach and maintaining the integrity of evidence

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

completing documentation in accordance with procedures and planning follow-up activities.

Note: Where a volume and/or frequency is not specified, demonstration must be provided at least once.

Knowledge Evidence

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

safe work practices and procedures

different methods of complaint lodgements

organisational policy guidelines concerning complaints

organisational guidelines in regard to timelines

equipment required to investigate complaints

organisation’s guidelines for the deployment of personnel

scope of possible investigation activities available

elements of offence

available surveillance methods for different types of complaints and premises

evidence required to prove breaches of legislation

types of investigation methods

required procedures for the handling of evidence to maintain its integrity

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.

Assessment Conditions

Assessors must:

have vocational competency in investigating consumer complaints at least to the level being assessed with relevant industry knowledge and experience

satisfy the assessor requirements in the Standards for Registered Training Organisations 2015 or its replacement and comply with the National Vocational Education and Training Regulator Act 2011, its replacement or equivalent legislation covering VET regulation in a non-referring state/territory as the case requires.

Where possible, assessment must occur in operational workplace situations. Where this is not possible or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment that reflects realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.

Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Foundation Skills

• text: This section describes those language, literacy, numeracy and employment skills that are essential to performance. Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Prerequisite Units

• {'code': 'MEM11011', 'title': 'Undertake manual handling'}
• {'code': 'MEM12023', 'title': 'Perform engineering measurements'}
• {'code': 'MEM13015', 'title': 'Work safely and effectively in manufacturing and engineering'}
• {'code': 'MEM15004', 'title': 'Perform inspection'}
• {'code': 'MEM15005', 'title': 'Select and control inspection processes and procedures'}
• {'code': 'MEM15015', 'title': 'Examine trading practices'}
• {'code': 'MEM15016', 'title': 'Inspect pre-packed articles'}
• {'code': 'MEM16004', 'title': 'Perform internal/external customer service'}
• {'code': 'MEM16006', 'title': 'Organise and communicate information'}
• {'code': 'MEM18001', 'title': 'Use hand tools'}

Parent Qualifications

• MEM40119 — Certificate IV in Engineering
  MEM

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