Process customer complaints

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This unit describes skills and knowledge required to handle complaints from customers.

The unit applies to those who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

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

Unit Sector

Business Competence – Business Operations

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.




  • Identifies and interprets textual information to determine legislative, regulatory and organisational requirements


  • Documents complaints and actions taken according to organisational requirements
  • Records spoken information clearly and accurately for future reference

Oral communication

  • Presents or requests information using words and non-verbal features appropriate to the audience and context
  • Uses listening and questioning techniques to gather information and confirm understanding

Planning and organising

  • Takes responsibility for planning, sequencing and completing tasks to achieve required outcomes
  • Follows organisational communication practices and procedures when referring complaints, seeking advice or negotiating outcomes


  • Addresses less predictable problems applying problem solving processes in determining solutions that meet organisational requirements


  • Uses the main features and functions of digital tools to complete work tasks

Unit Mapping Information

Supersedes and is equivalent to BSBCMM301 Process customer complaints.

Supersedes but is not equivalent to:

  • BSBCUE304 Provide sales solutions to customers
  • BSBCUE308 Conduct outbound customer engagement.

Assessment Conditions

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

  • organisational policies and procedures relevant to customer complaints
  • legislation and codes of practice relevant to customer complaints.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Process customer complaints

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